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Creating Zendesk Tickets

QA Sphere allows you to integrate with Zendesk using the Custom Issue Tracker feature. This integration enables you to create Zendesk tickets directly while going through test cases in a test run, streamlining your workflow and ensuring efficient issue tracking within your Zendesk support system.

Configuring Zendesk as a Custom Issue Tracker​

To integrate Zendesk into QA Sphere, follow these steps:

  1. Go to Settings by clicking the gear icon Settings wheel in the top right corner.

  2. Select Issue Trackers from the left sidebar.

  3. A list of all available projects will be displayed. Click the + button next to the appropriate project to add integration.

  4. Choose Custom from the list of available integrations.

  5. You'll be presented with a form to configure your Custom Issue Tracker. Fill it out as follows:

    • Issue Tracker Name: Enter "Zendesk" or a name of your choice.
    • New Issue Link: Enter the URL for creating a new ticket in your Zendesk instance. For example: 
      https://yourdomain.zendesk.com/agent/tickets/new
    • Title Extraction Rule: Enter the rule that matches your Zendesk ticket URL structure. For example: 
      https://yourdomain.zendesk.com/agent/tickets/$(id:num)

  6. Click Save to add the Zendesk integration.

Understanding Title Extraction Rule​

The Title Extraction Rule helps QA Sphere pre-fill the Ticket Title based on the URL. For Zendesk, you'll want to use $(id:num) as Zendesk uses numeric ticket IDs. The rule you enter should match the structure of your Zendesk ticket URLs.

Zendesk Domain Configuration​

Your Zendesk domain will be in one of these formats:

  • https://yourdomain.zendesk.com (Standard)
  • https://yourdomain.zendesk.eu (European instances)
  • Custom domain if configured for your organization

Make sure to use the correct domain in both the New Issue Link and Title Extraction Rule.

Using Zendesk Integration​

To create a Zendesk ticket during testing:

  1. Within your project, navigate to the Test Runs section.
  2. Select an existing test run or create a new one.
  3. Choose a test case within the run.
  4. When changing the status of the test case, click + Add Custom Issue.

A new browser tab will open with the Zendesk ticket creation interface. The ticket details will be pre-filled based on your extraction rule.

Complete the ticket details in Zendesk and submit the ticket. Once created, you can copy the ticket URL and paste it back into QA Sphere to link the ticket to your test case.

All tickets created for the test case will be saved under the Action History for this test run, providing a clear trail of documentation.

Benefits of Zendesk Integration​

  • Support Workflow: Integrate QA findings directly into your support system.
  • Ticket Management: Utilize Zendesk's robust ticket management features.
  • SLA Tracking: Take advantage of Zendesk's SLA monitoring capabilities.
  • Knowledge Base: Link tickets to relevant knowledge base articles.
  • Communication: Leverage Zendesk's communication tools for issue resolution.

By leveraging this custom integration, your team can maintain a cohesive workflow between QA testing and support operations, ensuring effective issue tracking and resolution.

Best Practices​

  1. Ticket Forms: Create a dedicated ticket form for QA-related issues.
  2. Custom Fields: Set up custom fields to capture test-specific information.
  3. Tags: Use consistent tagging for QA-sourced tickets.
  4. Macros: Create macros for common QA ticket responses or updates.
  5. Views: Set up specific views for QA-related tickets.

Troubleshooting​

If you encounter any issues with the integration:

  1. Double-check that your New Issue Link uses the correct Zendesk domain.
  2. Ensure your Title Extraction Rule correctly matches your Zendesk ticket URL structure.
  3. Verify that you have the necessary agent permissions in Zendesk.
  4. Make sure you're logged into Zendesk in your browser for seamless ticket creation.
  5. Check that your ticket form is accessible and properly configured.

For further assistance, contact your QA Sphere administrator or support team at [email protected].