Support & Ticketing

Zendesk Support Integration

Automated EV charging support for Zendesk — create tickets from faults, sync driver profiles as users, and manage support workflows in real time.

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The Problem

Why does this extension exist?

EV charging operators receive fault reports and driver complaints through multiple channels — email, phone, app — without any connection to their charging platform. Support agents manually look up session data, copy fault codes, and create tickets by hand, leading to slow resolution times and frustrated drivers.

The Solution

What you get

Auto-create Zendesk tickets from charging faults with full session context
Driver → User sync: create or update Zendesk users from OASIS HUB driver profiles
Session events logged as ticket comments with kWh, cost and location data
Organization management — fleet operators mapped to Zendesk Organizations
Ticket lifecycle: create, update, close and list tickets via Zendesk API
Custom user fields: oasishub_ltv, oasishub_segment for driver segmentation
API token authentication — no OAuth redirect needed

🎯 Who is this for?

EV charging operators, CPOs and eMSPs using Zendesk as their primary support platform.

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🔌 Modular by design

Enable or disable per tenant. Pay only for what you use. All marketplace integrate seamlessly.

Key Capabilities

Everything included

Fault-to-Ticket Automation

Every charging fault detected by OASIS HUB automatically creates a Zendesk ticket with fault code, charger ID, session ID, location and driver info — zero manual entry.

Driver Profile Sync

Driver profiles synced to Zendesk as end-users with custom fields for LTV, segment and total sessions. Support agents see full driver history instantly.

Session Activity Log

Charging session events added as internal comments on tickets — energy delivered, cost, duration and location. Full audit trail in Zendesk.

Fleet Organization Mapping

Fleet operator accounts mapped to Zendesk Organizations. All drivers in a fleet linked to their org — enabling org-level SLAs and reporting.

Ticket Lifecycle Management

Create, update, close and list tickets programmatically. Resolve tickets automatically when charging faults are cleared.

API Token Auth

Simple API token authentication — no OAuth flow required. Configure subdomain, agent email and API token and you're live.

Use Cases

See it in action

How operators around the world can use this extension to solve real problems and grow their business.

Fault detected, ticket created in 5 seconds

A charger goes offline at a public car park. OASIS HUB detects the fault and creates a Zendesk ticket with full context — charger ID, fault code, last session, affected drivers — in under 5 seconds. Support team is notified immediately.

Fleet operator SLA management

A corporate fleet with 200 drivers uses Zendesk for IT support. OASIS HUB maps the fleet to a Zendesk Organization and links all driver users. Fleet manager gets org-level ticket reports and SLA tracking.

Driver self-service escalation

A driver reports a payment issue via the mobile app. OASIS HUB creates a Zendesk ticket pre-populated with the driver's profile, session history and LTV — support agent resolves it in one interaction.

Simulated Case Study

CPO reduces average ticket resolution time from 48h to 4h with Zendesk integration

A UK CPO was manually creating Zendesk tickets for charging faults — copying fault codes, session IDs and driver details by hand. After enabling the Zendesk integration, all fault tickets are created automatically with full context. Support team resolution time dropped from 48 hours to under 4 hours.

-92%

Ticket creation time

Avg resolution time

100%

Fault coverage

Manual entries