Track Zendesk with Yoke uses Zendesk APIs to report on key metrics such as the number of tickets in one of your views.

About the integration

Yoke uses OAuth2 and secure REST APIs to connect to Zendesk.

Card Type

You can track the tickets in any one of your configured views. Zendesk offers the following views by default:
  • Unassigned tickets
  • Your unsolved tickets
  • All unsolved tickets
  • Pending tickets
  • Recently solved tickets
  • Recently updated tickets
  • New tickets in your groups
  • Unsolved tickets in your groups
  • Current tasks
  • Overdue tasks
  • My new and open questions

Slack integration

You can query your Zendesk cards from Slack using slash commands.

Automatic bookmarks in Chrome

The Yoke Auto-Bookmarks Extension turns the tickets, tasks and questions picked up by your Zendesk cards into bookmarks in Chrome.

Tips for Yoke users

You should track the important/urgent views as Yoke cards. Zendesk has over 10 pre-created views. You can create your own views in addition to them.

The important/urgent views depend on your role:

  • Product/engineering managers can track "Recently solved tickets" to understand customer issues.
  • Agents can track "Your unsolved tickets" and "My new and open questions".
  • Support managers can track unassigned tickets and keep the number to a minimum.

The machine learning algorithm learns how often issues are updated, and alerts you on issues that may require attention based on the duration of inactivity. For this reason, it is better to mark issues as pending when waiting for additional details. Be sure to send reminders to customers by tracking the "Pending tickets" view.

You can also leverage Yoke connectors to Asana, Atlassian JIRA, Salesforce, and other systems, to make sure that you are getting responses from folks in the sales and engineering teams.

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