OpenText Lens - Data Visibility - Zendesk Integration and Automation

Common Integration Use Cases Between OpenText Lens - Data Visibility and Zendesk

1. Support Ticket Triage Based on Sensitive Content Exposure

Data flow: OpenText Lens - Data Visibility ? Zendesk

When OpenText Lens identifies sensitive, regulated, or obsolete content in shared repositories, it can create or update Zendesk tickets for the appropriate support, compliance, or records management team. This helps organizations quickly route remediation work when risky content is discovered during data visibility scans.

• Automatically open tickets for exposed PII, financial records, or confidential documents
• Assign issues to the correct team based on content type, repository, or business unit
• Track remediation status in Zendesk until the content is reviewed, secured, or removed

Business value: Reduces compliance risk, shortens response time to data exposure issues, and creates a clear operational workflow for remediation.

2. Customer Support Escalation for Content Governance Issues

Data flow: Zendesk ? OpenText Lens - Data Visibility

Support agents in Zendesk often receive requests related to missing, outdated, duplicated, or incorrectly stored documents. Zendesk can send these cases to OpenText Lens for analysis of the underlying repositories, helping teams identify where the relevant content resides and whether it is duplicated, stale, or improperly classified.

• Escalate content-related service requests to information governance teams
• Use Lens findings to locate the source repository and related copies
• Support faster resolution of document access, retention, and cleanup requests

Business value: Improves first-contact resolution for content-related cases and reduces manual investigation time for support teams.

3. Migration Readiness and Cleanup Case Management

Data flow: OpenText Lens - Data Visibility ? Zendesk

Before a content migration or repository consolidation, OpenText Lens can identify redundant, obsolete, or sensitive files that should be reviewed before move execution. Zendesk can be used to manage cleanup tasks, approvals, and exception handling across IT, legal, and business stakeholders.

• Create Zendesk tickets for content owners to review flagged files
• Track approvals for deletion, retention, or migration exceptions
• Maintain an audit trail of decisions made before migration

Business value: Lowers migration risk, reduces unnecessary content movement, and improves governance during transformation programs.

4. Compliance Investigation Workflow for Customer-Reported Data Concerns

Data flow: Zendesk ? OpenText Lens - Data Visibility

When customers report concerns about privacy, data retention, or document handling, Zendesk can trigger an OpenText Lens scan or targeted repository review to locate the relevant content. This enables compliance and legal teams to quickly validate whether the data exists, where it is stored, and whether it should be retained or removed.

• Initiate repository searches from a Zendesk case
• Identify all instances of the customer-related content across systems
• Support privacy, legal hold, and records retention decisions

Business value: Speeds up response to privacy and compliance inquiries while improving defensibility and audit readiness.

5. Knowledge Base Hygiene and Content Lifecycle Management

Data flow: OpenText Lens - Data Visibility ? Zendesk

OpenText Lens can detect outdated, duplicated, or low-value documents that may be feeding Zendesk knowledge workflows or internal support content repositories. These findings can be used to create Zendesk tasks for content owners to review and retire obsolete material, improving the quality of support knowledge assets.

• Flag stale policy documents, procedures, and support references
• Assign review tasks to knowledge managers or subject matter experts
• Reduce the risk of agents using outdated content in customer responses

Business value: Improves knowledge accuracy, reduces rework, and helps support teams rely on current information.

6. Incident Response for Unstructured Data Risk Events

Data flow: OpenText Lens - Data Visibility ? Zendesk

When OpenText Lens detects a high-risk content event, such as a large volume of sensitive files in an open repository or a sudden increase in duplicate confidential documents, Zendesk can be used to coordinate the incident response process. This gives security, IT, legal, and compliance teams a shared workflow for investigation and containment.

• Open incident tickets automatically when risk thresholds are exceeded
• Route cases to security operations or data governance teams
• Track investigation steps, remediation actions, and closure evidence

Business value: Strengthens operational response to data risk events and improves cross-functional coordination.

7. Audit and Evidence Collection for Support and Governance Cases

Data flow: Bi-directional

Zendesk case records can be linked with OpenText Lens findings to create a complete evidence trail for audits, regulatory reviews, and internal governance reporting. Support teams can document the issue in Zendesk while Lens provides the repository-level evidence showing what content exists, where it resides, and how it was classified.

• Attach Lens scan results to Zendesk tickets
• Use ticket history and content visibility data together for audit evidence
• Support internal controls testing and external compliance reviews

Business value: Improves traceability, strengthens audit support, and reduces time spent gathering evidence from multiple teams.

8. Cross-Team Workflow for Data Owner Review and Remediation

Data flow: Bi-directional

OpenText Lens can identify content owners or repository locations associated with sensitive or obsolete data, while Zendesk manages the review and remediation workflow. This creates a structured process for business owners, compliance teams, and support staff to collaborate on cleanup, retention, or access correction actions.

• Lens identifies the content and responsible business area
• Zendesk tracks review requests, approvals, and follow-up actions
• Updates from Zendesk can trigger additional Lens scans or validation checks

Business value: Creates accountability for content stewardship and makes governance actions easier to manage at scale.