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View All Results Integration is a popular customer service and help desk support software. can trigger notifications for cases.

What does OpsGenie offer for Desk users?

By using OpsGenie Integration, you can forward Desk alerts to OpsGenie. OpsGenie can determine the right people to notify based on on-call schedules, using email, text messages (SMS), phone calls and iOS & Android push notifications, and escalating alerts until the alert is acknowledged or closed. You can also forward OpsGenie add note to alert activity to

Functionality of the integration

  • When new case is created on, an alert is created in OpsGenie automatically through the integration.
  • When the case on closed or resolved, the alert is closed in OpsGenie.
  • When a note is added to the alert in OpsGenie, the note is also added to the case on

Add Integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done already
  2. Go to OpsGenie Integration page,
  3. Specify who should be notified for alerts using the "Teams" field. Auto-complete suggestions will be provided as you type.
  4. Copy the integration URL by clicking on the copy button or selecting. URL includes OpsGenie endpoint as well as the API key.
  5. Click on "Save Integration".

Configuration on

  1. In, go to Admin Panel
  2. In "Apps" tab, install "Custom Action"
  3. Enter action name "OpsGenie", Select "None" as authentication method
  4. Paste the Integration Url you copied when adding the integration
  1. Click Create
  2. After installing app, "Add Action"
  3. Set name as "Send to OpsGenie"
  4. Select "Post a JSON string to a URL" as "Action Type"
  5. Fill the "JSON to POST" field by referring to this file
  1. Click "Add Action"
  2. Go to Cases -> Rules -> Inbound Interaction
  3. Click "+ Add Rule"
  4. Enter a name and click "Add"
  1. Add a Rule Action with selecting "Trigger an App Action" and OpsGenie: Send to OpsGenie.
  2. Set "Enabled" as "Yes" and "Update"

You can configure an Outbound Interaction to update and close OpsGenie alerts on case changes.

Alert properties can be configured from Integration / Advanced Settings page.

Configuring OpsGenie to Integration (Optional)

To enable OpsGenie to send alert actions to, you will need to configure both and OpsGenie.


Add an API Application

  • In, go to Admin Panel->Settings
  • "Add API Application" named "OpsGenie"
  • Generated keys will be used by OpsGenie

At OpsGenie

Add the following information to your integration in OpsGenie.

  • Go to OpsGenie Integration page and click on your integration to modify.
  • Make sure "Send Actions to" is checked.
  • Enter the subdomain for your Desk account.
  • Paste the "Key" of your "OpsGenie" API Application to "Consumer Key" field.
  • Paste the "Secret" of your "OpsGenie" API Application to "Consumer Key Secret" field.
  • Paste the "Token" of your "OpsGenie" API Application to "Access Token" field.
  • Paste the "Token Secret" of your "OpsGenie" API Application to "Access Token Secret" field.
  • Click "Save Integration".

OpsGenie will use these information to send the API requests and keep your cases up-to-date. This configuration is optional; you can leave "Send Actions to Desk" unchecked and keep using integration one-way.

Sample Payload

  "caseId": "2558",
  "caseSubject": "Fwd: test123",
  "caseDescription": "",
  "caseLabels": "",
  "caseStatusName": "New",
  "caseGroupName": "General",
  "caseChannel": "email",
  "casePriority": "4",
  "caseUserId": "",
  "caseUserName": "",
  "caseOpenedAt": "2015-01-29 15:45:47 UTC",
  "caseCreatedAt": "2015-01-29 15:42:47 UTC",
  "caseUpdatedAt": "2015-01-29 15:42:47 UTC",
  "customerId": "290081130",
  "customerName": "Tuba",
  "customerEmail": "",
  "customerPhone": "12345",
  "customerCompany": "ifountain"

Sample alert Integration