Zendesk

Zendesk Integration Guide

Zendesk delivers cloud-based customer service software with a support ticketing system and self-service platform. Integrate AlertOps’ alert management platform with Zendesk to receive and respond to critical alerts through email, SMS, push notification, and phone alerts. AlertOps ensures that alerts received from Zendesk always reach the correct, available team member by utilizing escalation policies and on-call schedules.

AlertOps Configuration

1. From the main menu, click on Integrations and then select Inbound Integrations from the sub menu.
2. Select API tab
3. Select the 'ADD API INTEGRATION' button.
4. You should now be on the API Integration Detail page. Select Zendesk from the pre-built Integration Templates.
5. Enter a name for the integration. Select an escalation rule to determine the integration's escalation policy. And, enter the names of recipient group(s) and recipient user(s). Click 'SAVE.' Then, click 'COPY URL' to copy the URL endpoint to be used in the Zendesk configuration.

6. Once the integration is created, you can use the 'Advanced Settings' tab, to map the payload that will be received from Zendesk, as you wish to. An already templated mapping set is given to you, but you can always edit the settings, owing to AlertOps' plug-and-play/OpenAPI configurations. 

Zendesk Configuration

To create a Webhook in Zendesk,

1. In Admin Center, click the Apps and integrations icon
2. in the sidebar, then select Webhooks > Webhooks.
3. Click Actions and select Create webhook.
4. Configure the target to integrate with the third-party service or system. (paste the Inbound integration URL here)
5. For more information, see Webhook endpoints and Authenticating your webhook.
6. (Optional) Click Test webhook to ensure it's working as expected.
7. Click Next to connect the webhook to a Support trigger or automation. This is done in the Zendesk Support admin interface.
8. You can format the JSON payload to be sent out as you require. Make sure the following placeholders are there as part of your JSON key-value pairs, you can add rest of the placeholders as you wish to and map them accordingly in AlertOps.

{
"id":"{{ticket.id}}",
"url":"{{ticket.url}}",
"status":"{{ticket.status}}",
"subject":"{{ticket.title}}",
"description":"{{ticket.description}}"
}

• Return to the Create webhook page in Admin Center and click Finish setup.

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Zendesk with an IncidentStatus status of “open.” ("New"/"Open")

If an alert with status “open” matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert. The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with an IncidentStatus status “closed” is received ("Solved","Closed").

Testing and Troubleshooting

Click here to read about Web API Testing and Troubleshooting.