Implement Efficient Workflows by Enabling User Actions in Zendesk

Earlier versions of the Zendesk Integration with EZOfficeInventory brought detailed asset visibility to the agent within Zendesk. EZOfficeInventory now has introduced the ability for admins to take actions on assets directly within Zendesk, creating a seamless and highly streamlined experience that will speed ticket resolution, improve agent productivity, and end user experience.

This continues our vision of seamless IT service and customer experience management in an open and flexible best-of-breed architecture, with specialized solutions for asset management and helpdesk / ticketing management.

Users can take the following actions for Assets and Asset Stock in Zendesk:

Actions	Assets	Asset Stock
Start Service	✔	Х
End Service	✔	Х
Schedule Service	✔	Х
Check-in	✔	✔
Checkout	✔	✔
Extend Checkout	✔	✔

Step 1: Create a Service ticket

After you have enabled the Zendesk integration from your EZOfficeInventory account, create a service ticket in Zendesk. When you have created the ticket, you will be able to link assets from your EZOfficeInventory account by searching for the relevant item.

Step 2: Start Service in Zendesk

Once the asset from the EZOfficeInventory account shows up in the application, you will be able to start service. Click on the ‘Actions’ button next to the Unlink button.

After this you can select whether you want to Start Service, Checkout or Schedule Service. In order to start service, you will be required to fill in the following details:

You can even link Inventory consumed during the service for the ticket.

Before starting the service, you can select the checkbox to create a service ticket on Zendesk.

Step 3: Schedule Service in Zendesk

For Assets in Zendesk you can even schedule service in the future. Simply click on the ‘Actions’ near the ‘Link/Unlink’ button and click the Schedule Service button.

Enter the required information and then click Schedule Service.

Step 4: Complete Service

By using this option, users can directly finish a service session for a particular asset. Simply go to the Asset in the service ticket and click on Complete Service.

You will be directed to enter relevant information about the asset service. Here enter the associated costs and hit complete service.

Step 5: Checkout/Extend Checkout for Items

According to the settings in EZOfficeInventory, users can Check-in and Checkout Assets and Asset Stock directly from Zendesk.

5.1 Asset/Asset Stock Checkout

Users will be able to Checkout an Asset in Zendesk as shown in the image below:

After this, the user will be redirected to the Checkout details page with the same fields as shown in EZOfficeIventory:

When checking out Asset Stock, users will be asked to enter the Quantity they want to Checkout :

Once Asset Stock Quantity is entered, hit Checkout to confirm the action in Zendesk.

5.2 Extend Asset Checkout

Once an Asset is checked out, users can also extend the checkout period from Zendesk. Simply go to the ticket and click on the extend checkout button as shown below:

Once you click this button, the following overlay will appear:

5.3 Extend Asset Stock Checkout

When extending checkout for Asset Stock in a ticket, users will be asked to choose the line items they want to extend the checkout for:

Once the line item is selected, the user can then move to Step 2 to fill in the following details:

Step 6: Check-in Assets/Asset Stock

Users can check-in Assets from the Zendesk Tickets by going to the Check-in Button and filling in the form with the relevant details:

However for Asset Stock, users will be asked to select the Line Items they want to check in as shown below:

After selecting the relevant items, users will be able to confirm check-in for Asset Stock.

Step 7: Link Purchase Orders to Zendesk tickets

You can also create a new Purchase Order or link an existing one to a Zendesk ticket. Open up a ticket and go to the EZOfficeInventory window panel. From here click on ‘Add Purchase Order’.

This will open up a pop asking you to either create a new PO or link the ticket to an existing one.

If you wish to create a new PO, the ‘Create New PO’ button will redirect you to the EZOfficeInventory app. Here you can generate a new PO and add all the relevant information.

You can also link an existing PO by entering the PO number.

Once done, you can click ‘Linked Purchase Orders’ to view all details:

After adding the required PO’s you can link/unlink them from the button on the right hand side.

Step 8: View Ticket history in EZOfficeInventory

For all the service tickets created, scheduled and completed in Zendesk, users can now view them in their EZOfficeInventory account. Go to the asset linked to the Zendesk ticket you created. On the details page, from the Zendesk ticket tab you can view the associated ticket:

Details about the services scheduled and completed associated with the Zendesk ticket can be viewed under the Services tab.

Similarly, users can also view Check-in and Checkout History associated with Items in EZOfficeInventory. Simply go to the Asset details page and then More → History → Check-in/Checkout History.

For Asset Stock on the details page, go to More → History → Stock History.

About EZOfficeInventory

EZOfficeInventory is a leading asset tracking software. It allows you to track, maintain, and report on inventory from anywhere, at any time. We offer a free 15-day trial – no credit card required!