Zendesk is a customer service software and support ticketing system.

What can Zenduty do for Zendesk users?

With Zendesk’s Integration, Zenduty sends new Zendesk ticket alerts to the right team and notifies them based on on-call schedules via email, text messages (SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Zenduty provides your NOC, SRE and application engineers with detailed context around the Zendesk ticket alert along with playbooks and a complete incident command framework to triage, remediate and resolve incidents with speed.

Whenever Zendesk ticket is generated, an alert is made which inturn causes Zenduty to create an incident. When that ticket is closed, Zenduty will auto-resolve the incident.

Zenduty can also create tickets in Zendesk when a new Incident is created on Zenduty. The ticket would then be in sync with Zenduty’s Incident, allowing for a 2-way integration beween Zenduty and Zendesk.

You can also use Alert Rules to custom route specific Zendesk ticket alerts to specific users, teams or escalation policies, write suppression rules, auto add notes, responders and incident tasks.

To integrate Zendesk with Zenduty, complete the following steps:

In Zenduty:

  1. To add a new Zendesk integration, go to “Teams” on Zenduty and click on the “Manage” button corresponding to the team you want to add the integration to.

  2. Next, go to “Services” and click on the “Manage” button corresponding to the relevant Service.

  3. Go to “Outgoing Integrations” and then “Add New Integration”. Give it a name and select the application “Zendesk Outgoing(2-way)” from the dropdown menu.

  4. Go to “Configure”.

Open your Zendesk in a new tab.

[Optional: Create a dedicated user in Zendesk for Zenduty. Follow the steps below.]

  1. Log in to Zendesk. Click on the Admin Icon, then select Channels > API. Click the Settings tab, and make sure Token Access is enabled. Click the + button to the right of Active API Tokens. Optionally, enter a description under API Token Description. The token is generated, and displayed for you. Copy this API token.

  2. Go back to the Zenduty tab in the Zendesk config page.

  3. Paste the API key copied in step 5 in the “API key” section.

  4. Enter your Zendesk subdomain name. If your Zendesk subdomain is, enter “acme”

  5. Enter your Zendesk email address. Click on “Next”.

  6. Next, select which configuration you want the integration to be in,
    • From Zendesk to Zenduty

      This makes it so that any Ticket created on Zendesk will create an Incident on Zenduty.

    • From Zenduty to Zendesk

      This makes it so that any Incident created by that service on Zenduty, will generate a ticket on Zendesk.

  7. Proceed to map the Incident response for the configuration selected from above. This will determine what action will change the ticket status and vice versa with Zenduty incident statuses.

  8. Copy the Webhook URL at the bottom of the page.

    Do watch out for cyclic mapping of the incidents statuses and tickets.

    Also watch out for cyclic mapping of two Zendesk intergations with Opposing Configurations.

  9. Go back to yout Zendesk Tab.

  10. Go to Settings-> Extensions.

  11. Click on “Add Target” and select HTTP target. Fill in the form as shown below. In the url field, paste the webhooks url you copied earlier. Make sure to change the method to POST.

  12. Go to Zendesk -> Settings -> Business Rules -> Triggers

  13. Click on “Add Trigger”. Give the trigger name as “Zenduty trigger”.

  14. Under “Meet ALL of the conditions”, choose “Type” is “Incident” or some other value according to your requirements.

  15. Under “Meet ANY of the following conditions”, add two conditions - “Ticket is Created” and “Ticket is Updated”

  16. Under Actions, select “Notify target”, and select the target created in step 6.

  17. In JSON body, paste the JSON below:

    {"title":"{{ticket.title}}", "description":"{{ticket.description}}","url":"{{ticket.url}}", "id":"{{}}", "status":"{{ticket.status}}"}
  18. Click on “Save”. Your Zendesk two-way account is integrated. Zenduty will now create an incident for every new ticket created on Zendesk and any action taken on Zenduty(Ack, Resolve) will reflect in your Zendesk tickets.

Respond to Zendesk Outgoing (two way) Integration alerts faster

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