Zendesk
Connect your Zendesk tickets to PagerTree.
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.
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.
Cloning targets and/or triggers in Zendesk could lead to unexpected behavior. We recommend always creating new targets and triggers.
- 1.
- 1.Navigate to Menu -> Admin Gear -> Go to Admin Center.
- 2.In the Admin center, search "webhooks", and click the Webhooks link.In the Admin Center, click Webhooks.
- 3.Click the Create webhook button.Click the create webhook button.
- 4.Select Trigger or automation and click Next.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
- 6.Click the Admin Center link to connect the webhook to a trigger.
- 1.In the Business Rules -> Triggers page, click 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
You have successfully completed the Zendesk Integration.
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.
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}}"
}
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}}"
}
Last modified 5mo ago