Overview
Integrating your helpdesk/CRM will allow tickets to seamlessly sync to MaestroQA. If synced properly, tickets that have been last updated within the past 45 days and are associated with available agents will sync through. If you would like to learn more about what an "available" agent is, please refer to the article by clicking below.
At the moment, MaestroQA can integrate with Zendesk, Salesforce, Helpshift, Desk, Kustomer, Intercom, and Freshdesk. If you are trying to integrate with a helpdesk, and don't see it available here, feel free to reach out!
How to Integrate Your Helpdesk/CRM
Only Admins will have access to the Integrations page. This is located by click on the gear and then clicking on Integrations.
Once you are on the Integrations page, select your desired integration. This will bring you to a page that instructs you to provide an authentication key for your selection. If successful, your helpdesk will start immediately syncing with MaestroQA. It may take up to 12 hours to start seeing tickets populate on MaestroQA.
Note: Integration time depends on the helpdesk, and some helpdesks are faster than others. Zendesk users typically see tickets sync within 3 hours
How Often Does my Helpdesk/CRM Sync With MaestroQA?
Tickets will continue to populate and sync on a daily basis, typically every hour. If you suspect that a ticket is not showing up after an hour lately, some quick things to check would be:
Check whether the agent associated with the ticket is set to available
Check whether you have access to view the agent
Troubleshooting Common Issues
I've just started, but I can't seem to get it right. Why aren't my tickets syncing?
To successfully integrate your helpdesk/CRM with MaestroQA, you will need to be both an admin on MaestroQA as well as remain an admin on your helpdesk/CRM from then on. If at any moment in time your permissions on your helpdesk/CRM change, then you will need to re-authenticate the integration.
Note: It is also important to keep in mind that being an admin is the minimal requirement. Each helpdesk/CRM will have their own set of unique requirements to allow MaestroQA to sync. We provide the proper documentation on each integration for you to follow to ensure you are taking the right process.
I've integrated properly, but tickets for an agent aren't showing up?
Keep in mind, we only sync tickets that have been updated within the past 45 days. Within MaestroQA itself, you will only see tickets for agents set to available. To check on what agents are available, please refer to the User Roles page and click on the Agents tab.
More on User Roles can be read here:
I've been doing this for a few months, but newer tickets don't seem to be syncing. Why might that be?
There can be many reasons for why an integration isn't pulling in new tickets. However the most common two occurrences can be identified as fixed by:
Most common case is the token provided, which allows MaestroQA to pull tickets from your helpdesk, expired. In order to re-authenticate MaestroQA to pull tickets, all you need to do is repeat the steps initially taken for integrating.
If there have been some internal role changes on your helpdesk, and you suspect that the user who integrated MaestroQA with your helpdesk had their role changed, then the token would have expired. As a result, you will need to re-authorize MaestroQA to pull tickets from your helpdesk following the same steps as the initial integration.