With the Zendesk plug installed in your Yetto inbox, you can send messages from Zendesk to Yetto and back.
Send a Zendesk ticket to Yetto
To send a ticket from Zendesk to your Yetto inbox, add the "yetto" tag to the Zendesk ticket. The entire ticket, with all public and private comments, will be sent to Yetto. All public conversations, including the initial requester's comment, will appear as public comments in Yetto. All private comments will appear as internal comments in Yetto.
Any further comments in the Zendesk ticket will automatcially be sent to Yetto as long as the "yetto" tag remains on the Zendesk ticket.
Labels and other metadata will not be sent to Yetto.
Send a Yetto message to Zendesk
When you're ready to reply to the initial requester, you can do so by sending a public reply from Yetto. Public replies will be sent to Zendesk as a public comment, to be sent back to the initial requester of the Zendesk ticket. Internal comments in Yetto will not be sent to Zendesk, either as public or as private comments.
Sending a public reply from Yetto to Zendesk will update the Zendesk ticket to "Closed".
Labels and other metadata will not be sent to Zendesk.
Authorizing Yetto to send replies
Yetto users sending public replies back to Zendesk for the first time will be asked to authorize the application. You will be prompted for this authorization when you first view a ticket created by the Zendesk plug. Yetto asks for this user authorization so that replies sent from Yetto to Zendesk and then to the customer come from your Zendesk user account. Your Zendesk activity will appear as your user, keeping all existing data tracking and automations intact.