Helpdesk (maybe Zendesk) Integration

snipe / snipe-it

A free open source IT asset/license management system

https://snipeitapp.com

GNU Affero General Public License v3.0

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Helpdesk (maybe Zendesk) Integration #14145

Open jfreeman opened 10 months ago

jfreeman commented 10 months ago

Is your feature request related to a problem? Please describe.

We use Snipe IT for asset management. I know this has been brought up before but it would be great to be able to integrate our assets with our helpdesk app... if not Zendesk, can you recommend (hopefully opensource) another helpdesk ticketing app we should consider switching to from Zendesk?

Describe the solution you'd like

Either native integration with Zendesk or a recommendation of another helpdesk app we can use that does integrate with Snipe.

Describe alternatives you've considered

No response

Additional context

No response

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mauro-miatello commented 10 months ago

I'd like to have a freshservice integration

snipe commented 10 months ago

This comes up a lot, and it's something we've considered in the past (and are still interested in), but most people can't articulate or specify what kind of integration they want. There is an Atlassian integration in the Atlassian marketplace, but devoting time to creating plugins for other helpdesk systems is pretty time-consuming, as we'd need to learn the plugin architecture of each helpdesk someone wants integrations with, and then also keep them up to date as those architectures and APIs change.

One of these days I'm just going to have to build my own helpdesk too. Most of the open source ones (and the commercial ones for that matter) are awful. We use Freshdesk here (not open source) and it's a beast.

mauro-miatello commented 10 months ago

IMHO integration means at least these features:

sync users between systems
allow a user to open a ticket and link to owned asset
allow a responsible to open a ticket and link to his office asset (I've had a case of no one can open a ticket for a printer because no one is owner of it...)
opening an asset, view all tickets connected to it -> this is very useful to track incidents and changes

I use freshservice and it is not bad, but the inventory is a shit

heathclawson commented 6 months ago

just looking for my bitcoin on this device!