Introducing - Helpdesk integrations documentation

SUMMARY.md

@@ -57,6 +57,10 @@
   * [ClickUp](collaboration/task-management-integrations/clickup.md)
   * [Linear](collaboration/task-management-integrations/linear.md)
   * [Shortcut](collaboration/task-management-integrations/shortcut.md)
+* [Helpdesk integrations](collaboration/helpdesk-integrations/README.md)
+  * [Zendesk](collaboration/helpdesk-integrations/zendesk.md)
+  * [Freshdesk](collaboration/helpdesk-integrations/freshdesk.md)
+  * [Supportpal](collaboration/helpdesk-integrations/supportpal.md)
 * [War rooms](collaboration/war-rooms.md)
 
 ## On-call schedules <a href="#oncall-schedules" id="oncall-schedules"></a>

collaboration/helpdesk-integrations/README.md

@@ -0,0 +1,80 @@
+---
+description: >-
+  Streamline communications by syncing incidents with your favorite helpdesk platforms like Zendesk, Freshdesk, and Supportpal.  
+---
+
+# Helpdesk Integrations  
+
+Spike's Helpdesk integrations simplify incident management by connecting your incident response workflows with your helpdesk platforms. These integrations enable seamless communication between teams, syncing incident statuses and notes, and automating ticket creation for incidents to help faster resolution.  
+
+<table data-view="cards">
+<thead>
+<tr>
+<th></th>
+<th></th>
+<th></th>
+<th data-hidden data-card-cover data-type="files"></th>
+<th data-hidden data-card-target data-type="content-ref"></th>
+</tr>
+</thead>
+<tbody>
+<tr>
+<td>Zendesk</td>
+<td>Bi-directional integration for syncing incidents, notes, and tickets</td>
+<td></td>
+<td><a href="../../.gitbook/assets/helpdesk-integrations/Zendesk card cover.png">Zendesk card cover.png</a></td>
+<td><a href="zendesk.md">zendesk.md</a></td>
+</tr>
+<tr>
+<td>Freshdesk</td>
+<td>Send incidents to Freshdesk and add notes</td>
+<td></td>
+<td><a href="../../.gitbook/assets/helpdesk-integrations/Freshdesk card cover.png">Freshdesk card cover.png</a></td>
+<td><a href="freshdesk.md">freshdesk.md</a></td>
+</tr>
+<tr>
+<td>Supportpal</td>
+<td>Sync incidents with Supportpal and keep your teams aligned</td>
+<td></td>
+<td><a href="../../.gitbook/assets/helpdesk-integrations/Supportpal card cover.png">Supportpal card cover.png</a></td>
+<td><a href="supportpal.md">supportpal.md</a></td>
+</tr>
+</tbody>
+</table>
+
+---
+
+## Use Cases  
+
+- **Syncing Data**: Sync incident statuses and notes directly with helpdesk tickets.  
+- **Ticket Automation**: Use Playbooks to automate ticket creation during incident triggers.  
+- **Zendesk Marketplace**: Install Spike from Zendesk Marketplace for bi-directional functionality, including syncing statuses and notes and triggering incidents from Zendesk.  
+- **Connect Existing Tickets**: Link existing incidents to helpdesk tickets for a unified workflow.  
+
+---
+
+## Automating Ticket Creation
+
+With Spike’s Playbooks, you can automate ticket creation on your helpdesk platforms whenever an incident is triggered. This saves time and ensures no incident goes unnoticed.
+
+## Manual Ticket Creation
+
+Once connected, any team member can send incidents or sync them with your helpdesk platform:
+- **From the Dashboard**: Select one or more incidents and link them to tickets.
+- **From the Incident Page**: Open the incident and choose to create or sync with a helpdesk ticket directly.
+
+---
+
+### Frequently Asked Questions  
+
+<details>
+<summary>Are these integrations bi-directional?</summary>
+Zendesk offers both bi-directional and one-way integrations, depending on your setup. Freshdesk and Supportpal are currently one-way, they allow incidents to be sent from Spike.  
+</details>
+<details>
+<summary>What about privacy?</summary>
+We don’t access or store any sensitive data from your helpdesk platforms, including tickets or user information.  
+</details>
+<details>
+
+We’re always open to expanding our integrations. Reach out to us at [[email protected]](mailto:[email protected]) with your request.