OpenText File 360 - Zendesk Integration and Automation

Common Integration Use Cases Between OpenText File 360 and Zendesk

1. Securely attach customer documents to Zendesk tickets

Data flow: OpenText File 360 to Zendesk

Support agents can pull approved files such as contracts, invoices, compliance forms, or product documentation from OpenText File 360 and attach them to Zendesk tickets without moving sensitive content into unsecured channels. This gives agents the right context while preserving enterprise controls around access, retention, and auditing.

• Reduces time spent searching for supporting documents
• Prevents use of consumer file-sharing tools for sensitive customer data
• Improves auditability of what was shared and with whom

2. Store customer-submitted files in governed enterprise storage

Data flow: Zendesk to OpenText File 360

When customers upload screenshots, logs, identity documents, or other case-related files through Zendesk, those files can be automatically transferred to OpenText File 360 for secure storage and governance. Zendesk retains the ticket context, while File 360 becomes the controlled system of record for regulated or long-term content.

• Supports compliance and records management requirements
• Reduces risk of sensitive files remaining in ticketing systems longer than necessary
• Helps teams manage large or high-volume attachments more efficiently

3. Provide agents with controlled access to internal knowledge and case files

Data flow: OpenText File 360 to Zendesk

Support teams can access approved internal documents, troubleshooting guides, policy files, and escalation materials stored in OpenText File 360 directly from Zendesk. This ensures agents work from current, governed content instead of outdated local copies or email attachments.

• Improves first-contact resolution with better information access
• Ensures agents use the latest approved content
• Supports role-based access to sensitive operational documents

4. Share secure case-related files with external customers or partners

Data flow: Bi-directional

Agents can send secure links to files stored in OpenText File 360 through Zendesk when responding to customers, partners, or vendors. External recipients receive access only to the specific file or folder needed for the case, while OpenText File 360 maintains permissions, expiration controls, and audit logs.

• Eliminates risky email attachments for sensitive content
• Improves collaboration with external stakeholders
• Maintains control over file access after the ticket is closed

5. Link support tickets to governed case evidence for audits and investigations

Data flow: Zendesk to OpenText File 360

For complaints, disputes, warranty claims, or regulated service issues, Zendesk tickets can be linked to supporting evidence stored in OpenText File 360. This creates a complete case record that combines customer interaction history with approved documents, making it easier to respond to audits, legal reviews, or internal investigations.

• Creates a defensible record of customer interactions and supporting evidence
• Speeds up audit and legal response preparation
• Improves traceability across support and records management teams

6. Automate escalation workflows with secure file handoff to specialist teams

Data flow: Zendesk to OpenText File 360

When a ticket is escalated to engineering, legal, finance, or compliance, relevant files can be automatically copied from Zendesk into OpenText File 360 and routed to the appropriate team workspace. This ensures specialists receive the full case package without exposing the content broadly inside the support system.

• Reduces manual rework during escalations
• Improves handoff quality between support and back-office teams
• Supports controlled collaboration across departments

7. Maintain retention and disposition policies for support-related files

Data flow: Bi-directional

Zendesk tickets can reference files managed in OpenText File 360, while File 360 applies retention rules based on business or regulatory requirements. This allows organizations to keep support records for the required period, then dispose of them in a controlled way without losing ticket context or compliance oversight.

• Aligns support operations with records retention policies
• Reduces storage sprawl and unmanaged file copies
• Supports governance across customer service and compliance teams

8. Improve customer response quality with contextual file access

Data flow: OpenText File 360 to Zendesk

Agents can use customer-specific files stored in OpenText File 360, such as signed agreements, service entitlements, onboarding documents, or prior case attachments, to tailor responses in Zendesk. This helps teams resolve issues faster and provide answers that reflect the customer’s actual account and document history.

• Reduces back-and-forth asking customers for information already on file
• Improves personalization and accuracy in support responses
• Helps agents resolve complex cases with better context