Case Study: Zendesk achieves faster mobile incident alerting with Derdack Enterprise Alert

Zendesk speeds critical ticket response with Derdack

The customer, Zendesk, a provider of a ticketing system, needed a faster way to alert its on-call staff and engineers in the field when critical support tickets were opened. The challenge was to ensure real-time mobile notifications for these incidents to significantly speed up response times. To address this, they turned to the vendor Derdack and its product Enterprise Alert.

Derdack implemented a solution using Enterprise Alert's REST API to integrate with Zendesk, enabling real-time mobile push, SMS, and voice call notifications for new tickets. The results included faster response times and the ability to manage alerts from anywhere. The integration also provided two-way communication, so acknowledging and closing an alert in Enterprise Alert would automatically update the ticket status in Zendesk from 'New' to 'Pending' and finally to 'Solved'.

Zendesk