How To Escalate A Case Using Zendesk, Basecamp3 and Slack

Imagine your project hits a roadblock, or your dev team encounter an unexpected error, or maybe a key client is complaining about your recent product launch.

We've all been there. When an issue arises, naturally we escalate it the team capable of dealing with it. Many managers or small teams try to resolve issues by themselves, only to find that it's out of their competence, or proves too complex. The ability to properly escalate an issue could prove vital for smooth project management.

In this blogpost we'll show you how easily to escalate an issue from Zendesk through Basecamp3 and Slack. It takes mere minutes, but can be lifesaving in certain situations.

Integrate Zendesk, Basecamp3 and Slack with Cloudpipes

Cloudpipes' idea is to transform the way you do business by automating your workflow within a single environment in order to accelerate your project management efforts. With hundreds of integrated services, Cloudpipes streamlines managing projects, billing, and internal communication.

We’ve been thinking how to properly address the need of an automated escalation process. And we came up with this simple, and hopefully useful post that will show you how just with a few click you'll be able to track, and escalate multiple issues without the need the log into various other platforms.

To start building your pipeline, first you need to log into Cloudpipes. Don't have an account? No worries. You can easily sign up for our 14-days free Trial.

Let's sync Zendesk with Cloudpipes fist. The easiest way to do that is search for Zendesk in the drop-down menu in the upper-right corner. then click Connect, and add your subdomain name (e.g. cloudpipes.zendesk.com).

Analogically, do the same with Slack and Basecamp3. The syncing process is pretty straight-forward.

Building Your Pipeline

For this pipeline to work, we need to place a trigger, which in our case would be Ticket Updated

Basically, this will start the pipeline every time when our Zendesk tickets are updated.

The next thing we'll do is to insert an IF/THEN condition that will filter all ticket by a specific type. To do it simply hover the cursor over the blue cross dot, and click on the yellow circle.

If the condition is met,then the pipeline will create a Basecamp Todo, followed by a Slack message.

Keep in mind that the Basecamp Create a Todo pipe must contain account owner, project, todo list, as well as the message body.

The creation of the Todo will then lead to Slack sending a notifying message. You can play a bit with the Slack Post Message pipe, and choose a channel, text and even emoji to send within the message.

In case the IF condition is not applicable, then the ELSE condition comes into play. In our case if the updated Zendesk ticket is not a problem, then Cloudpipes is going to send another Slack message.

And voila! This is just one example of escalating an issue using Cloudpipes. Know a better way? Drop us a line, and tell us more about how you escalate issues using our platform.