xMatters Enhances Capabilities with Zendesk Integration

SAN RAMON, CA - Nov 10, 2016 - xMatters ( www.xmatters.com), the intelligent communications platform that connects insights from any system to the people who matter, today announced an integration with Zendesk, Inc., a company which builds software for better customer relationships. As a Zendesk partner, with download available in the Zendesk Marketplace, xMatters now offers users tightly integrated features that enable an enterprise to quickly notify the right on-call resources, at the right time, and on the right device. The xMatters cloud infrastructure allows businesses to automate communication via push, phone, and SMS technologies. By integrating with Zendesk's customer support system, xMatters is able to leverage user and group synchronization, on-call scheduling, incident alerting, and "assign to me" ticket ownership to tenaciously track down the relevant responder. Through closed-loop integration, xMatters streamlines communications between help desk staff and the rest of the organization, documenting all notification interactions in the Zendesk record for reporting and tracking purposes. "We believe in resolving customer issues quickly by streamlining communication and automating critical handoffs between enterprise systems and customer support," said Abbas Haider Ali, CTO of xMatters. "Not only does our approach save valuable time and resources, it automatically creates a system of record to track, monitor, and audit incidents. Our integration with Zendesk prevents most minor customer issues from becoming major incidents." xMatters provides a single record system by logging and documenting communication events in Zendesk as they occur in real time, saving valuable technician resources. The "assign to me" integration feature streamlines technicians' ability to take ownership of tickets and start resolving issues. Incident managers can manually escalate to on-call members and groups without reassigning incident tickets, and they can include comments to explain and give context to the escalated incident. xMatters's self-service web interface lets users manage notification subscriptions and device preferences, as well as tailor message content to device type, communication mode, and context. The platform can be integrated with all IT systems, including network monitoring, system management, application monitoring, service management, and workload management. xMatters is now available in the Zendesk Marketplace. Please visit https://www.zendesk.com/apps/xmatters/?source=app_directory for more information.