Zendesk Integration

Zendesk is a popular customer service and communication software. Zendesk can create triggers for customer tickets. By forwarding Zendesk tickets to OpsGenie, you can notify users via iPhone and Android push notifications, email, SMS, and phone calls, track of the alert life cycle, escalate alerts, etc.

What does OpsGenie offer Zendesk users?

OpsGenie provides a powerful bidirectional integration with Zendesk. When a new ticket is created in Zendesk, a corresponding OpsGenie alert is automatically created, containing rich information about the ticket. OpsGenie provides rich notifications with on-call rotation, scheduling etc. features and alert escalations to ensure the best ticket management for Zendesk customers. As users execute actions on the alerts, like acknowledge, comment or close, the ticket on Zendesk is also automatically updated with comments about these alert actions.

Functionality of the integration

  • When a ticket is created in Zendesk, it creates an alert in OpsGenie.
  • When a ticket is solved or closed in Zendesk, it closes the alert in OpsGenie.
  • When a comment is added to the ticket in Zendesk, it adds a note to the alert in OpsGenie.
  • If Send Alert Updates Back to Zendesk is enabled, actions for Zendesk are executed in Zendesk when the chosen action is executed in OpsGenie for alerts which are created by the Zendesk integration.
  • If Create Zendesk Tickets for OpsGenie Alerts is enabled, actions for Zendesk are executed in Zendesk when the chosen action is executed in OpsGenie for alerts which have a source other than the Zendesk integration.
  • These action mapping features are explained in detail in the Action Mapping Feature section below.

Add Zendesk Integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done so already.
  2. Go to OpsGenie's Zendesk Integration page.
  3. Specify who is notified of the Zendesk alerts using the Teams field. Auto-complete
    suggestions are provided as you type.
  4. Copy the integration URL.
  5. Click Save Integration.

Configuration in Zendesk

  1. In Zendesk, go to the "Admin" page.
  2. Select Extensions under "Settings".
  3. Click add target.
  4. Select URL target from the opened list.
  5. Paste the integration URL copied previously into "URL". Select POST as "Method". Enter "ticket" into the "Attribute Name" field.
  6. Select "Create target" and click Submit.
  7. Now from the admin panel, select Triggers under "Business Rules".
  8. Create the triggers following this instructions file.

Configure alert properties from the Zendesk Integration / Advanced Settings page.

‚ÄčAll set! Now manage your Zendesk alerts at OpsGenie and leverage its full alerting functionality.

Action Mapping Feature

OpsGenie allows customers to define action mappings between OpsGenie actions and Zendesk actions.

For alerts created by Zendesk

  • Use this section to map OpsGenie actions to Zendesk actions when the source of the alert is Zendesk (i.e When the alert is created by Zendesk integration.)
  • Map different OpsGenie actions to different Zendesk actions. For example, add an internal note to Zendesk ticket, when the alert is acknowledged. In order to do this, define "If alert is acknowledged in OpsGenie, add it as an internal note to ticket in Zendesk". mapping in "Send Alert Updates Back to Zendesk" section.

For other OpsGenie alerts:

  • Use this section to map OpsGenie actions to Zendesk actions when the source of the alert is NOT Zendesk (i.e When the alert is created by another integration.)
  • For this purpose, use "Create Zendesk Tickets for OpsGenie Alerts" section. In order to use this functionality, map one OpsGenie action to "create a ticket" Zendesk action. The OpsGenie action doesn't have to be "alert is created", it can be other actions as well.

API Token should also be entered into the OpsGenie configuration. For more information, refer to Zendesk support.

  • "A tag is added to the alert and a custom action is executed on alert" actions differ from other actions. When one of these actions is selected, an extra field appears to enter for which tags or for which custom action this mapping works.
  • Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty, for the mapping to work for any tag.
  • If an OpsGenie action is mapped to multiple Zendesk actions, an error occurs except for the "a tag is added to the alert" and "a custom action is executed on alert" actions. Save multiple mappings for these actions, because they differ by the given tags and the given custom action names.

Integration via Marid (Optional)

Alternatively, use OpsGenie's Zendesk integration package to create/update tickets on Zendesk. This will enable you to deploy your own scripts / modify the ones provided and execute customized actions on Zendesk.

To use Zendesk integration package, you need to follow the steps in the Zendesk Integration via Marid (Optional) document through the end.

Troubleshooting

If Zendesk alerts are not getting created in OpsGenie, make sure that Zendesk is able to reach to OpsGenie endpoint using Test target option from the target created under Settings->Extensions.

  • If no test alert appears in your OpsGenie account after clicking Test target option, this means the target was not successfully added. Please go back to add target section of the document and check the steps.
  • If the test alert is created in OpsGenie, then the test target configuration is correct. First please check the "Logs" page to see if OpsGenie received the integration and if an error has occurred. If no request or error is shown in the "Logs". Please check if the Zendesk trigger is used when a ticket is created/updated. Find this info from Business Rules->Triggers page. If their usage is 0 that means the trigger rule is not used, so there must be something wrong with its configuration.

Zendesk Integration

Zendesk is a popular customer service and communication software. Zendesk can create triggers for customer tickets. By forwarding Zendesk tickets to OpsGenie, you can notify users via iPhone and Android push notifications, email, SMS, and phone calls, track of the alert life cycle, escalate alerts, etc.