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February 9, 2024

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πŸ”Œ The Rootly Plugin for Zendesk

πŸ”Œ The Rootly Plugin for Zendesk

πŸ”Œ The Rootly Plugin for Zendesk

Many of our customers already leverage our popular Zendesk integration for automatic ticket creation and syncing. Now, in addition to the Rootly Zendesk integration, you can bring Rootly right into Zendesk with our new plugin from the Zendesk Marketplace.

Customer support teams play a crucial role in identifying incidents as they emerge and keeping customers informed and reassured throughout the response. These teams work at a fast pace, meaning it’s imperative that they have the information they need to support customers at their fingertips. This is why our new Zendesk plugin is a must-have for Zendesk teams wanting to improve the customer experience during incidents. It brings important incident context to your frontline team with a searchable view of Rootly incidents directly within Zendesk. We've also seen that many teams rely on customer support to report potential incidents that observability and alerting systems don't catch. The Rootly plugin allows users to start an incident from within Zendesk, so emerging problems make it to on-call engineers as quickly as possible.

⏱️ Reduce MTTA (mean time to assemble) with the ability to declare Rootly incidents from within Zendesk.



πŸ”Ž Provide a source of truth regarding incidents for customer support staff with a searchable view of recent and related incidents from Rootly inside Zendesk.



πŸ“Ž Attach tickets to new or existing Rootly incidents for efficient tracking of customer support volume related to incidents.



🌝 New & Improved

πŸ†• Added Slack command for easy subscription to any Rootly status pages in Slack channels. You can access each page-specific command by navigating to the specific Rootly status page and select Subscribe to Updates > Slack.
πŸ’… Added loading spinner to all search bars across the platform to improve user experience. Now there is a clear indication of search in-progress when users use the search bar.
πŸ’… Updated the Create Jira Subtask workflow action to allow multi-line text in the Description field.
πŸ’… Updated the Create Notion Page and Update Notion Page workflow actions to allow the Title field to be customizable and able to accept Liquid syntax.
πŸ› Fixed incorrect redirect issue with {{ incident.postmortem_short_url }} taking users to the Rootly landing page, instead of the retrospective.
πŸ› Fixed the inability to delete workflow run conditions from existing workflows.

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πŸ‘―β€β™€οΈ On-Call Shadowing

πŸ”Œ Generic Webhook Alert Source

πŸ”’ Lock Individual Workflows

πŸ¦β€β¬› Round Robin Escalation Policies

🚨 Alert Sources

πŸ”” Configurable On-Call Shift Reminders

πŸͺ„ Dynamic Forms

πŸ” Granular Role-Based Access Control Settings for On-Call

βœ‰οΈ Emails as an On-Call Alert Source

πŸ—“οΈ View Multiple On-Call Schedules Together

🀝 Partial Shift Overrides in Rootly On-Call

πŸ—οΈ Terraform + API Support for Rootly On-Call

πŸ¦‰ Rootly x Thena Integration

🎬 New Full Platform Tour on Rootly.com

πŸ”¦ Drop-down Search in Escalation Policy Builder

🦊 GitLab Integration

Update Custom Incident Fields Using Workflows

πŸ€– Ask Rootly AI (+ More New AI Features!)

Rootly AI Editor: Fix Typos, Grammatical Errors, and Wordy Text Instantly

πŸ“Š Dashboard Sharing Permissions

✍️ Customize Your Wordbank for Automatic Incident Title Generation

🧠 Smart Defaults for Jira

πŸ”Œ The Rootly Plugin for Zendesk

πŸͺ„ Rootly Retrospectives

⚑ Command Palette: Lightning Fast Navigation with a Single Keyboard Command