Connecting Your Ticketing System with Helpdesk Insights

Unlock the full potential of your existing helpdesk data. Our Helpdesk Insights module now seamlessly integrates with external ticketing systems (like ServiceNow, JIRA, Summit etc), with the flexibility to connect to others. This powerful feature allows you to automatically identify knowledge gaps and create valuable knowledge base articles directly from your team's resolved tickets, all without leaving your current ticketing environment.

The core mission of Helpdesk Insights is to find and fill the gaps in your knowledge base. It intelligently clusters similar support tickets and uses the resolution notes to automatically draft new, helpful articles. By connecting directly to your ticketing system, we can supercharge this process.

How the Integration Works

The synchronization process is designed to be robust, reliable, and entirely automated. It runs periodically (e.g., daily) to pull in new ticket data, ensuring your insights are always up-to-date. The process can be broken down into three main phases:

1. Connection and Scheduling

First, the workflow establishes a secure connection to your external ticketing system. It then intelligently checks for the timestamp of the last successful synchronization.

• For the very first sync: The system will fetch all relevant historical tickets to build a comprehensive baseline.
• For all subsequent syncs: It will only fetch tickets that have been created or updated since the last run, ensuring efficiency and no duplication.

2. Fetching and Transforming Tickets

Once the starting point is determined, the system begins fetching tickets from your helpdesk in manageable batches. Each ticket's data is then transformed from its original format (e.g., ServiceNow's format) into the standardized schema that Helpdesk Insights understands. This ensures consistency and prepares the data for analysis.

3. Importing and Analysis

The transformed, validated tickets are then securely posted to Helpdesk Insights. Once imported, our AI gets to work, clustering the tickets to identify trends and drafting knowledge articles from the resolution details. These drafts can then be reviewed and published to your Knowledge Management tool.

The entire process repeats in a loop until all new tickets for the synchronization period have been successfully imported.

Smart Sync and Robust Error Handling

We understand that data integrity is critical. The integration is built with a "safety-first" approach to handle any potential issues.

Smart Sync Timing

The system keeps a "bookmark" of the lastSuccessfulTicketSyncTime. This bookmark is only updated after a batch of tickets has been successfully saved. This guarantees that no tickets are ever skipped, even if a connection is temporarily lost.

Error Management

• Connection or Data Issues: If the system encounters an error while fetching or processing tickets, it will automatically stop the current sync cycle.
• No Data Loss: Crucially, if a sync fails, the system will not update its bookmark. On the next scheduled run, it will restart from the last successful point, ensuring that all your tickets are eventually processed.
• Clear Logging: All errors are captured in a daily log. This allows your administrators to easily review any issues that may have occurred without cluttering the system with duplicate error reports.

This robust design ensures a reliable and worry-free integration between your ticketing data and the powerful knowledge discovery engine of Helpdesk Insights.