US Gov Apps

Advanced Search

Advanced Search is an app that provides a simple visual interface for constructing complex search queries against tickets, users, and organizations (orgs). It also enables you to export the search results in a CSV format.

App information:

• Located in the navbar
• This application was developed by Zendesk and is available in the Zendesk Marketplace.

Architecture Diagrams

^{Introduced via support-ops-project#801}

This app uses the Organization field AM Project ID to check for an existing Account Management project. If it finds it, it will then link to that project’s Architecture Diagram.

NOTE: The AM Project ID field is manually populated. To get that added in, you would want to submit a Support Ops Project issue.

App information:

• Located in the ticket sidebar
• This application was developed in-house and can be found GitLab Architecture project.

GitLab Reminders App

^{Introduced via support-team-meta#3036}

The Reminders App appears in the navbar and allows the agent a more specialized view of tickets they are involved in. It currently shows:

• Tickets assigned to you with a pending/overdue task that are not in a Closed state
• Recent tickets you have viewed
• Tickets assigned to you that are not in a Closed state
• Tickets you are CC’d on that are not in a Closed state

It also allows you to quickly manage your tasks by seeing the notes you have left for said task, when it is due, and a button to quickly mark the task as done (remove the notes and due date).

App information:

• Located in the navbar
• This application was developed in-house and can be found GitLab Reminders App project.

GitLab Search

This app lets you use the gitlab.com API to search for issues/merge requests within Zendesk.

App information:

• Located in the topbar
• This application was developed in-house and can be found GitLab Search project.

GitLab Duo

This app enables the use of GitLab Duo in Zendesk.

App information:

• Located in the topbar
• This application was developed in-house and can be found GitLab duo project.

Out of Office

^{Introduced via support-team-meta#4303}

This will enable an agent to mark when they are out of office in Zendesk, which then updates tickets and makes it visible in the views.

Managers are also able to do this for their reports.

App information:

• Located in the navbar
• Restricted by Group:
  • Support
  • Support Managers
  • Support Operations
• This application was developed in-house and can be found Out of Office project

Show Related Tickets

This uses the ticket subject to search for other tickets with a similar subject. This helps to locate potentially related tickets you can check to see how they were solved.

App information:

• Located in the ticket sidebar
• This application was developed by Zendesk and is available in the Zendesk Marketplace.

Zendesk Super App

^{Introduced via support-ops-project#801}

A plugin controlled app that can do several things Zendesk related

The current plugins are:

• Create new ticket

  Allows an agent to create a new ticket using the same user as the ticket they are currently on.

• Due date picker

  This allows you to customize what the Due Date for a Task ticket is set for. By default, Zendesk only allows setting the date. This enables you to set the date, time, and timezone.

  You can also set the Due Date Note and disable (or enable) task notifications using this app.

• Escalated tickets

  This searches for tickets under the organization that have been escalated within the last 6 months.

• Related tickets

  This looks for tickets related to the current one based off the category (or subcategory) the ticket is currently using. It then displays up to 5 of them (sorted by the update_at value of the ticket, descending).

• Attachments

  Displays attachments present on the ticket.

App information:

• Located in the ticket sidebar
• Restricted by Group:
  • Support
  • Support Managers
  • Support Operations
• This application was developed in-house and can be found Zendesk Super App project.