Utility questions to service orders
Tickets tagged leak or high bill create a service order in utility billing for a field check.
CRM & customer serviceConnector
Zendesk integration
for city customer service
Zendesk is a help desk tool some city customer service teams, utility call centers and IT departments use to handle questions by email, web form and phone. Each conversation is a ticket with a requester, status and tags.
Pre-built connector
Zendesk
- Tier
- Pre-built connector
- Category
- CRM & customer service
- Sign-in
- Username and password, or API key as basic sign-in
- Paging
- next link
§ Overview
What connecting Zendesk does.
SentraBridge reads tickets changed since the last run and creates or updates tickets. Tickets about field problems can go to the system that does the work, and the outcome can come back to the requester. Ticket data passes through without being stored.
- Tickets: Read tickets: subject, description, status, priority, requester and tags.
- New tickets: Create tickets from records in other systems.
- Updates: Update tickets; read only tickets changed since the last run.
What SentraBridge can do with Zendesk
| resource | read | write | changes only | fields |
|---|---|---|---|---|
| Tickets | list, read one | create, update | yes | ID, Subject, Description, Status, Priority, Requester… |
§ Use cases
What cities connect Zendesk for.
Street problems to 311
Tickets about potholes or streetlights become Sentra 311 requests routed to public works.
Status back on the ticket
When the service order closes, the Zendesk ticket gets an update and is set to solved.
Leak alerts as tickets
AMI leak alarms open a ticket so a representative calls the customer.
§ How it works
How to connect Zendesk
- 01Get accessCreate a Zendesk API token in the admin center.
- 02Add the connectionUse [email protected]/token as username, with /token at the end.
- 03Preview real recordsUse the API token as password.
- 04Turn it onPreview tickets filtered by tag or view.
§ Often connected with
Zendesk and the rest of city hall.
Systems cities commonly connect with Zendesk, each with its own connector page.
Sentra 311§ FAQ
Zendesk integration questions
Does Zendesk have an API?
Yes. Zendesk's Ticketing API reads, creates and updates tickets, signed in with an agent email and API token.
Can Zendesk tickets create 311 requests?
Yes. A scheduled flow reads new tickets with a tag, maps them to a 311 category and address, and creates the request.
Does SentraBridge store our tickets?
No. Tickets are read and written in memory. Run history keeps only counts, timings and ticket IDs.
§ Next
Related connectors
Connect Zendesk to the rest.
We'll set up a workspace with your systems in a sandbox and build your first flow with you.