Use the Zendesk My Requests integration to give users the ability to view current and closed tickets from your Zendesk environment in your digital workplace.
Sections in this article:
Considerations and caveats
- Only English is supported as a language in Zendesk My Requests.
- Attachments cannot be downloaded within comments.
- If you are signed into Zendesk using a 3rd-party Identity Provider (IdP,) you cannot login with another Zendesk account.
- This widget only works with Zendesk instances that use the zendesk.com domain. If you have a custom domain for your instance, the widget will not connect to it.
Set up
- Place an
Integrations widget on a page, space, or dashboard. For more information, see Placing and setting up a widget.
- Select the placed widget's Edit button.
- Under Integration Library, select Igloo Integration Library.
- Select
Zendesk My Requests from the library.
- Review and make changes to the settings on the Options and Appearance tabs. You can find details about the widget's settings in the Settings section below.
- In the widget editor, select Update to apply your changes.
- At the bottom of your page, space, or dashboard, select Publish or Save as Draft to save your changes.
Settings
| Setting | Descriptions |
|---|---|
| Title |
Enter a title for the widget. The title appears as a heading above the widget's contents. You should use the title to provide context to the widget and better structure a page's content by clearly denoting different sections. When entering a title, you do so only for your currently selected language. If your digital workplace supports multiple languages, you should select This field can contain a maximum of 140 characters. |
| Title link |
Enter the URL of a location in your digital workplace. Users who click the widget's title, if it has one, will go to this location. Whether you enter the link as a relative URL or an absolute URL does not matter, it will convert to an absolute URL the next time you edit the widget. This field can contain a maximum of 2,083 characters. |
| Description |
Enter a description for the widget. The description appears between the title and the widget's contents. You can use this text to provide information to users about the widget. When entering a description, you do so only for your currently selected language. If your digital workplace supports multiple languages, you should select |
| Setting | Description |
|---|---|
|
Enter your Zendesk subdomain. For example, |
| Setting | Description |
|---|---|
| Select to include all available fields on the submission form. | |
| Select to give users the ability to comment on their tickets. |
Appearance tab
| Setting | Description |
|---|---|
| Class |
Enter CSS class selectors to provide additional styling to the widget. For more information, see Applying custom CSS to widgets. |
| Height |
Select the height of the widget. The default value is Auto (leftmost slider position) scales the widget's height to fit its contents. You can use the slider to set a fixed height between 50px to 600px in increments of 50px. Selecting a height less than what is needed to display its contents results in the widget having a vertical scrollbar. |
Note
Your digital workplace's theme overwrites many of the settings on the Appearance tab. However, the settings listed above are usable.
Using it
List tickets
You can view a list of active and closed tickets that you have opened in Zendesk. Tickets are ordered by the date of the most recent activity.
By default, you will see a list of tickets that are newly opened (n), awaiting action (p), or actively being worked on (o).
You can also switch to view closed and solved tickets
View tickets
You can select any of the listed items to open that ticked and see the original request along with any conversation that has happened on the ticket.
Comment on tickets
If enabled members can enter comments on tickets displayed within the widget.
View more
You can load more tickets into the list by selecting the View More button.
Open in Zendesk
You can open any ticket in the Zendesk interface by selecting the Open in Zendesk icon.