SmartTile opens an Incident in the group and organization you choose, keeps it current with internal notes, carries your agents' comments back to SmartChoice, and re-opens rather than duplicating when the same site fails again.
If your IT team lives in Zendesk, a network alert that arrives anywhere else is a ticket someone has to type. ServiceAutomate™ writes it into your Zendesk Support — tagged smarttile, filed under the customer's organization, assigned to your NOC group, with a link straight back to the device in SmartTile — and keeps it current until the site is back.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone reads the alert and types a ticket. | When SmartTile opens the SmartChoice ticket for the outage, a Zendesk Incident opens beside it: customer, location, device, circuit, carrier, outage start and a Open the device in SmartTile link. |
| More devices fail there | Three tickets for one outage. | The open ticket gets an internal note naming the new devices. No second ticket while one is open. |
| It fails again | A new ticket; history split. | Solved within 48 h? The same ticket is set back to Open with the reason. Once Zendesk has closed it (it cannot be re-opened), a new one opens. |
| Updates and carrier calls | Pasted in later, if at all. | SmartTile and CarrierAutomate™ updates as internal notes — public replies only if you choose. |
| An agent comments | The NOC never sees it. | Carried to the SmartChoice ticket within 5 minutes; SmartChoice journals come back as comments. |
| It comes back | Someone remembers to solve it. | A restoration note, always. Solved only if you switch auto-solve on — assigned to the API agent if nobody holds it. |
| Setting | Default |
|---|---|
| File tickets under organization | Blank — requester's own |
| Assign to group | Blank — your triggers decide |
| Requester | Blank — the API agent |
| Ticket type | Incident |
| Priority, device DOWN / threshold | High / Normal |
| Updates as internal notes | On |
| Solve on recovery | Off — a person solves |
| Extra tag | smarttile (always added) |
Organization: Acme Dental · Group: NOC · Tags: smarttile
Location: Head Office — 123 Example St · Device: FG-60F Head Office (203.0.113.10)
Circuit: 123/ABCD/456789 · SmartChoice ticket: Rev.IO #83421
Open the device in SmartTile: …/devices?deviceId=…&edit=1
/users/meTest connection — must be an agent or admin, not anonymous/groups, /organizationsRead my settings — cursor-paged, real dropdowns/organizations/autocompleteMap this company to a Zendesk organization/tickets?page[size]=1Test connection — tickets readable/ticketsOpen the Incident, first comment internal/tickets/{id}Internal note; status → open (re-open) or solved/tickets/{id}Still open? Assigned? Before solving or joining/tickets/{id}/comments?include=usersRead agent comments back, with namesThe API token is stored encrypted against one company, never logged, never shown again. Deleting it in Zendesk stops SmartTile at once.
Send tickets here per company and the Zendesk engine switch under Admin → Engine Safety — both off by default. Test, Read, test ticket and Lab still work.
Ticket opened, note, re-open, solve — posted, failed or skipped — is a row in the Automation Audit Ledger, scoped to your company.
On 429 or 503 SmartTile waits exactly as long as Zendesk's Retry-After says (up to 60 s), up to three times.
| Objection | Answer |
|---|---|
| “Our requesters get e-mailed on every update.” | Updates are internal notes by default; Zendesk only e-mails requesters on public replies. |
| “We use a custom domain.” | Enter the zendesk.com subdomain — a host-mapped domain is not used for the API. |
| “Is it proven?” | BETA. Built and unit-tested; no customer has passed the Lab round-trip yet. Custom fields and attachments are not sent. |