Zendesk Integration Guide
Zendesk delivers cloud-based customer service software with a support ticketing system and self-service platform. Integrate AlertOps’ alert management platform with Zendesk to receive and respond to critical alerts through email, SMS, push notification, and phone alerts. AlertOps ensures that alerts received from Zendesk always reach the correct, available team member by utilizing escalation policies and on-call schedules.
Step 1: From the main menu, click Integrations and, then select Inbound Integrations from the sub menu.
Step 2: Select the Add Web API Integration button.
Step 3: You should now be on the Web API Integration Detail page. Select Zendesk from the Integration Template dropdown menu.
Step 4: Enter a name for the Integration. Select an escalation rule to determine the integration's escalation policy. And, enter the names of recipient user(s) and/or group(s). Click Save Changes. Then, click Copy URL to copy the URL endpoint to be used in the Zendesk configuration.
Step 1: Refer to Zendesk Documentation Click here to go to Zendesk documentation.
Alert Triggering Information
AlertOps will automatically create an incident when a new alert is received from Zendesk with an IncidentStatus status of “open.”
If an alert with status “open” matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert. The alert will be recorded in the Inbound Messages table as “Mapped Appended.”
AlertOps will automatically close the same incident when an alert with an IncidentStatus status “closed” is received.
Testing and Troubleshooting
Click here to read about Web API Testing and Troubleshooting.