Spike is an incident response platform that keeps engineering and operations teams on top of critical issues with real-time alerts, on-call scheduling, and status updates. Our new Spike for Zendesk app bridges the gap between customer support and incident response, making it easier for support and operations teams to stay aligned, share context, and manage incidents effectively—all from within Zendesk.

Features

Spike for Zendesk enables agents to create and manage incidents associated with support tickets directly in the Zendesk interface, keeping all stakeholders informed and up-to-date. Here’s how:

• Create New Incidents for Support Tickets
  Trigger new incidents for urgent tickets and alert on-call team members immediately, keeping everyone aligned without switching platforms.

• Link Existing Incidents
  Connect existing incidents to Zendesk tickets to ensure visibility and avoid duplicate work. Linked incidents provide a single source of truth across Zendesk and Spike.

• Live Status Updates
  Sync incident status in real-time. When an incident is “Acknowledged” or “Resolved” in Spike, those updates are automatically displayed on the Zendesk ticket.

• Add Notes for Context
  Agents can add detailed notes within Zendesk to give Spike responders critical context on support-related issues.

The Spike for Zendesk app enables support agents and ops/engineering teams to work together seamlessly with a centralized approach to incident management.