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Zendesk incident alert

When a Zendesk ticket is labelled as an incident, send an alert to the Engineering team.

When this happens

Zendesk ticket labelled as incident

How to alert Engineering of product incidents

With Rippling’s Workflow Automator, you can automatically trigger an alert to the Engineering team when a Zendesk support ticket is labeled as an incident.

What do you need?

Rippling HRIS

Rippling App Management


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Recipe Overview

When a support agent labels a  Zendesk ticket as an incident, it typically points to a larger, underlying issue causing widespread customer issues—like a site outage or shopping cart malfunction—versus a one-off, individual problem with a service or order.

That means, it’s important to get the right people involved to solve the issue—and fast—to try and reduce the number of customers exposed to the problem.

With this Recipe, you can ensure that important issues affecting customer experience are managed fast. When an agent labels a Zendesk ticket as an incident, Rippling will automatically send a notification to the Engineering team, alerting them to the issue.

Not on Zendesk? As with all our workflow Recipes, you can customize this template to your exact needs, including when it should trigger, what the actions should be, who it should go to, and more.

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About Rippling App Management

Manage group policies, grant or deny account access, and authenticate users to keep your company data secure. Stay a step ahead with role-based access control that automatically determines who should get access to which apps like Google Workspace, Slack, and Office 365.

About Rippling HRIS

Manage all your people operations from one powerful, intuitive system. From payroll to benefits, employee engagement to time tracking, Rippling's deep understanding of your employees and operations helps you automate away busy work. Finally, you can focus on the important stuff—your people.

About Zendesk

Zendesk offers CRM software for support, sales and customer engagement designed to create better customer relationships. From large enterprises to start-ups, Zendesk believes that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition.

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