Tech-Connect Functionality

Introduction

Tech-Connect is a Zendesk marketplace app that connects the Synchroteam field service application to Zendesk Support.

The app allows you to link Synchroteam jobs to Zendesk tickets using a custom field that contains the Synchroteam job ID. The sidebar app will display the job details and will allow you to update, schedule, cancel and validate jobs from within the Zendeks ticket.

You need a Synchroteam subscription for this integration to work. You can sign up for a free Synchroteam trial here if you do not have a current Synchroteam account (you have to sign up prior to installing the application). 

Functionality

Linking Zendesk Organizations to Synchroteam Customers

Before creating or linking jobs in Synchroteam, ensure the Zendesk organization is linked to the Synchroteam customer. The Synchroteam customer is linked to the Zenesk organization by adding the Zendesk organization ID to the "Custom Customer #" field in the Synchroteam customer details.

There are two methods to obtain the Zendesk organization ID.

• When you try to create a new job or link an existing job for a Zendesk organization that is not linked to a Synchroteam customer an error message will be displayed stating that the client does not exist or does not match. 
  • Create job error: The message will include the Zendesk organization ID that must be added to the Synchroteam customer as well as a link to the Synchroteam page where Customers can be added/updated.
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  • Link job error:
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• To obtain the organzation ID for a Zendesk organization navigate to the Zendesk Organizations page by using the icon in the side navigation pane.
• Once you see a list of organizations, search for the relevant organization.
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• Click on the organization name to reveal the organization's details. The organization ID will be included in the URL at the top of the page.
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The next step is to add the Zendesk organization ID to the Synchroteam customer.

• Use the link provided in the error message shown above or navigate to the Customers section in Synchroteam.
• Search for the customer you would like to link to the Zendesk organization. Click on the customer name and select edit. Alternatively use the "Add Customer" button to create a new customer.
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• Add the Zendesk organization ID to the "Custom Customer #" field.
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• Go back to the Zendesk sidebar app and refresh the app. You should now be able to create or link the job.

Creating new jobs

• Tickets with no value in the "Synchroteam Job ID" field will provide the option to create a job in the app.
• Click the "Create Job" link and update the presented fields with the required job information. The following fields will be displayed:
  • Job Type (dropdown of current job types in Synchroteam)
  • Job Description (Text field - Enter a job description)
  • Site (Dropdown of current sites - the site selection will update the various contact fields below with the default contact information for this site).
  • Equipment (Dropdown of current equipment linked to this site).
  • Address (Text field that will display default information linked to the selected site. This can be updated if a different value must be used for this job.)
  • Contact First Name (Text field that will display default information linked to the selected site. This can be updated if a different value must be used for this job.)
  • Contact Last Name (Text field that will display default information linked to the selected site. This can be updated if a different value must be used for this job.)
  • Contact Email (Text field that will display default information linked to the selected site. This can be updated if a different value must be used for this job.)
  • Contact Mobile (Text field that will display default information linked to the selected site. This can be updated if a different value must be used for this job.)
  • Contact Phone (Text field that will display default information linked to the selected site. This can be updated if a different value must be used for this job.)
• Dropdown selections (job type, site, or equipment), and the default contact information for the site can only be updated in the Synchroteam application.
• The job will be created in Synchroteam and the job number will automatically be updated in the custom "Synchroteam Job ID" ticket field.

Linking existing jobs to tickets

• You will need the Synchroteam job number which can be obtained from the "Job" column in the job list, or from the "Number" field in the job details page in Synchroteam.  

• To link an existing Synchroteam job to a Zendesk ticket capture the job number in the custom "Synchroteam Job ID" field in the ticket.
• The job details will be displayed in the sidebar app if a valid job number was provided.

Save job details to the ticket

• The "Add to Ticket" link displayed under the "JOB DETAILS" heading will post the displayed job details in the app to the ticket comment.
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Updating jobs

If a valid job number is provided in the custom ticket field, the job details and various navigational links will be displayed in the sidebar app. The links displayed depend on the current job status.

• Updating job details

  • Job details can only be updated, and the "Update" link is only displayed when the job status is "created" or "synchronized".
  • Click the "Update" link and update the presented fields with the updated job information.
  • Click the "Save Changes" link (this link will be disabled if required information is not provided).

• Scheduling jobs

  • Jobs can only be scheduled, and the "Schedule" link is only displayed when the job status is "created", "synchronized" or "scheduled".
  • Click the "Schedule" link and update the presented fields with the required information.
  • Click the "Save Changes" link (this link will be disabled if required information is not provided).

• Unscheduling jobs

  • Jobs can only be unscheduled, and the "Unschedule" link is only displayed when the job status is "scheduled".
  • Click the "Unschedule" link. This will remove the scheduled technician and date from the job and will set the job status to "created".

• Validating jobs

  • Jobs can only be validated, and the "Validate" link is only displayed when the job status is "completed".
  • Click the "Validate" link. This will set the job status to "validated".

• Cancel jobs

  • Jobs can only be canceled, and the "Cancel" link is only displayed when the job status is "created" or "synchronized".
  • Click the "Cancel" link to cancel the job.