Say you offer a business intelligence or analytics solution that can help clients identify meaningful insights on their support team’s performance and on the customer experience. This can be anything from the length of time it takes them to resolve issues to the type of issues that crop up most often.
To help clients perform this level of analysis on tickets with ease, you can let them integrate your solution with Basecamp via Merge’s Ticketing and Project Management Unified API. Once connected, Merge can frequently pull key data on tickets (which your product can then pull), such as the account, current status, category, and the users assigned to it.
Learn more about analyzing tickets with Merge here.
Imagine you provide a procurement tool that helps your clients’ employees request specific equipment and/or access to certain applications.
Once a user submits a request in your platform, the procurement team creates a ticket in a tool like Basecamp, which they frequently update as they make progress on the request.
To help the requestor stay up to date on their ask, you can integrate your procurement tool with Basecamp via Merge’s Ticketing and Project Management Unified API and pull fields like ticket status into your application. In addition, you can leverage Merge’s webhooks to post real-time updates when a ticket’s status changes. That way, your employees know exactly where their request stands and they have a better idea of how much longer they’ll need to wait before their request gets processed—all without leaving your application.
Let’s assume you offer a ticketing application for developers.
In some cases, your users will receive tickets that require other teams within their organization to get involved, such as support or customer success. You can help facilitate this cross-functional collaboration by integrating your product with Basecamp via Merge’s Ticketing and Project Management Unified API.
From there, you can build a workflow where developers can fill out certain fields and submit a ticket within your application. This triggers a POST request, where a new ticket gets created in Basecamp and is populated with all of the information provided by the developer, such as the ticket’s name, status, description, customer, assignee, due date, etc.
The Collection object is used to represent collections of tickets. Collections may include other collections as sub collections.
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