Zendesk

Connect your Zendesk tickets to PagerTree.

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What is Zendesk?

Zendesk is a cloud-based customer service software and support ticketing system.

How It Works

Zendesk creates tickets.

  • When a ticket is created (event_type == "create") in Zendesk, an alert is created in PagerTree automatically.

  • When a ticket is acknowledged (event_type == "acknowledge") in Zendesk, an alert is acknowledged in PagerTree automatically.

  • When a ticket is resolved (event_type == "resolve") in Zendesk, the alert is resolved in PagerTree automatically.

Integration Walkthrough

In this integration tutorial we will show you how to send tickets from Zendesk into PagerTree. The estimated time for this integration is 5 minutes. We assume that you already have a PagerTree and Zendesk account setup.

In PagerTree

  1. Create the integration by clicking the Zendesk logo.

In Zendesk

Create a Webhook

  1. Navigate to Menu -> Admin Gear -> Go to Admin Center.

  2. In the Admin center, search "webhooks", and click the Webhooks link.

    Admin Center webhooks
    In the Admin Center, click Webhooks.
  3. Click the Create webhook button.

    Zendesk Create Webhook
    Click the create webhook button.
  4. Select Trigger or automation and click Next.

    Zendesk trigger or automation
    Select Trigger or automation.
  5. Enter in the following details:

    1. Name - PagerTree

    2. Endpoint Url – Paste the PagerTree Endpoint URL you copied earlier

    3. Request method – Select POST

    4. Request format – Select JSON

    5. Authentication - None

    6. Click Create webhook button.

      Zendesk PagerTree Webhook
      Zendesk PagerTree Webhook
  6. Click the Admin Center link to connect the webhook to a trigger.

Connect the Webhook in a Trigger

  1. In the Business Rules -> Triggers page, click Add Trigger.

    Zendesk Add Trigger
    Click the Add trigger button
  2. In the New Trigger form

    1. Trigger name – Name the target appropriately (ex: “PagerTree Create”)

    2. Meets any of the following conditions: Ticket is created.

    3. Perform these actions

      1. Notify active webhook: PagerTree

      2. Paste the following in JSON body

zendesk_payload.create.json
{
  "event_type": "create",
  "id":"{{ticket.id}}",
  "title":"{{ticket.title}}",
  "created_at_with_timestamp":"{{ticket.created_at_with_timestamp}}",
  "description":"{{ticket.description}}",
  "ticket_type":"{{ticket.ticket_type}}",
  "link":"{{ticket.link}}",
  "priority":"{{ticket.priority}}",
  "status":"{{ticket.status}}",
  "via":"{{ticket.via}}",
  "assignee_name":"{{ticket.assignee.name}}"
}
  1. Click “Create” button.

    Zendesk PagerTree Create Trigger
    Zendesk PagerTree Create Trigger

You have successfully completed the Zendesk Integration.

Additional Triggers

Additional triggers can be added if you would like the ability to acknowledge and resolve PagerTree alerts from Zendesk. You'll need to follow the steps again to create a trigger for your different conditions. Make sure to change the JSON payloads to the below.

Acknowledge

zendesk_payload.acknowledge.json
{
  "event_type": "acknowledge",
  "id":"{{ticket.id}}",
  "title":"{{ticket.title}}",
  "created_at_with_timestamp":"{{ticket.created_at_with_timestamp}}",
  "description":"{{ticket.description}}",
  "ticket_type":"{{ticket.ticket_type}}",
  "link":"{{ticket.link}}",
  "priority":"{{ticket.priority}}",
  "status":"{{ticket.status}}",
  "via":"{{ticket.via}}",
  "assignee_name":"{{ticket.assignee.name}}"
}

Resolve

zendesk_payload.resolve.json
{
  "event_type": "resolve",
  "id":"{{ticket.id}}",
  "title":"{{ticket.title}}",
  "created_at_with_timestamp":"{{ticket.created_at_with_timestamp}}",
  "description":"{{ticket.description}}",
  "ticket_type":"{{ticket.ticket_type}}",
  "link":"{{ticket.link}}",
  "priority":"{{ticket.priority}}",
  "status":"{{ticket.status}}",
  "via":"{{ticket.via}}",
  "assignee_name":"{{ticket.assignee.name}}"
}

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