Here at Appfluence, we use Zendesk for external support requests (for example, let’s say this article doesn’t answer your questions, and you submit a question via our contact page, we receive that in Zendesk).

To ensure we’re providing the highest level of support, we use Priority Matrix to prioritize support tickets and communicate internally to resolve issues. In this article, we’ll show step by step how you can use Priority Matrix to handle support tickets from Zendesk (and most other web-based support systems).

  • You receive the ticket in Zendesk (you’ve already got this part down 🙂 )
  • Highlight the relevant body text from the ticket, then click the Priority Matrix Chrome extension to send the support ticket to Priority Matrix.

prioritize support tickets in Priority Matrix

  • The ticket will be sent to your Priority Matrix inbox. The highlighted text will show up up the “Notes” section of the task, and the task will also include a link back to the original ticket in Zendesk, for easy access.
  • From your Priority Matrix Inbox, drag and drop the ticket into whichever project it belongs. We have 1 specific project called “Support Tickets.” If you’re an IT company, for example, you may have a number of different projects dedicated to specific areas of support. For Example: “Network Support, Security,” and so on…


  • Now, you can easily delegate the task to whoever needs to take care of it. You can also set a due date for the task, and use our in-app chat to communicate with your team while collaborating to solve the issue. One challenge teams face in Zendesk is that you cannot invite multiple people to work on one ticket. In Priority Matrix, you can add as many people to the ticket as possible, to work to resolve issues more quickly.
  • Once the issue is resolved, simply double-click the item to open the original ticket in Zendesk, send back your response and you’re done 🙂

If you would like this explained more in-depth, we would be happy to hop on a call with you to walk you through integrating Priority Matrix with your current ticketing system.