xMatters Inc. announced today that the DevOps communication automation platform’s capabilities have been integrated into Zendesk’s marketplace.

Headquartered in San Francisco, Zendesk Inc. is a customer service platform provider that builds software to improve customer engagement. This integration with xMatters adds enterprise-level features that quickly notify the right on-call resources, at the right time, and on the right device.

As a DevOps company, xMatters creates software used by developer and operations teams, both of which produce and manage apps that are then used by actual customers. When something goes wrong on the app side, it affects someone, or possibly everyone using the app.

Some customer experience complaints may be generated by misunderstanding an app or friction with business intelligence. But when a complaint is generated because of a bug, a programming flaw or a failing server, it becomes critical to get the signal to the right people to fix it.

“We believe in resolving customer issues quickly by streamlining communication and automating critical handoffs between enterprise systems and customer support,” said Abbas Haider Ali, chief technology officer of xMatters.

To do this, xMatters uses cloud infrastructure that allows businesses to automate communication via push phone and SMS technology getting the right person on the line as quickly as possible.

By integrating with Zendesk, enterprise users of the customer service platform will get access to user and group synchronization, on-call scheduling, incident alerting, and “assign to me” ticket ownership to tenaciously track down the relevant responder.

The foundation of the Zendesk-xMatters integration is to allow organizations to quickly close the communication loop between help desk staff and developers, operations or DevOps. This is done not just through notification automation and documenting interactions for reporting and tracking purposes.

This integration comes from xMatters after the company closed a $42 million long-term financing agreement with Golub Capital in late August.

The company also noted that through its own efforts it has been named one of Fortune’s Best Workplaces. Ranking at No. 6, xMatters managed to streamline its own customer service process to respond to tickets in a median time of less than two minutes and clear 91 percent of customer support tickets within one business day.

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