May 20, 2019
You now have the option to integrate with Zendesk as part of a premium subscription when you upgrade to AnswerHub version 2.1.0; this upgraded second version of the Zendesk plugin contains new integration capabilities. Automatic Escalation is one of several new exciting upgrades; the system can now be configured to automatically create Zendesk support tickets in a specified time frame from when a question is posted to the community.

TL;DR

• Several Admin Configuration Changes to the Support Ticket Integrations Area
• Email Notifications with the New Automatic Escalation
• Several Admin Console and Community UI Changes when Creating a Support Ticket from a Question

New Feature Descriptions for the Upgraded Zendesk Plugin

Admin Configuration Changes

There are several updates to the Zendesk plugin in version two. The changes from version one to version two are as follows:

Several changes to the "Support Ticket Integrations Area" in the Admin Console:

• Login page updates: New Instructional Video
• Settings page updates: New Automatic Escalation Option
• Template page updates: New Editable text fields and Drag and Drop Feature

Email notifications to Superusers regarding automatic escalation

UI Impact changes

• Changes to the Admin Console UI when on the Login page, Settings page, and Template page
• Changes to the Community UI when creating a support ticket from a question

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To Find Documentation on the Zendesk Integration and Updates

Navigate to the Get Started section of our docs for more details on how to integrate Zendesk into your AnswerHub community.

See the Zendesk Integration and the Zendesk Integration Updates menus in the Integrations and Plugins section.