Zendesk

How to integrate with Zendesk

Integrations is a part of the Custom plan. Additional cost might apply.

The Zendesk integration aligns Suptask ticketing with agile project management and development issue tracking, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved.

Use Cases with Suptask:

• Create tickets from Slack to Zendesk or vice verse.

• Sync ticket updates between Slack and Zendesk in real-time.

• Automatically enrich Slack tickets with information from Zendesk.

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Requirements

You need a Zendesk API key in order to set up the integration.

Create an API key

1. Log in to your Zendesk account.

2. Open the Admin Center.

3. Expand the navigation menu Apps and integrations > APIs

4. Click on Zendesk API.

5. Make sure the Token Access is Enabled.

6. Add a new API token

7. Share the API token value securely with the Suptask Integrations Specialist (SIS) contact

   1. Include the Email address of your user account e.g [email protected]

   2. Include the Zendesk Domain e.g: https://mydomain.zendesk.com

Setup communication from Zendesk

1. Log in to your Zendesk account.

2. Open the Admin Center.

3. Expand the navigation menu Apps and integrations > Webhooks

4. Click on Webhooks.

5. Create a new WebHook

   1. Name: Suptask webhook

   2. Request format: JSON

   3. Request method: POST

   4. Authentication: Header & Value (this is shared to you from the Suptask Integrations Specialist (SIS) contact)

   5. Endpoint URL: https://... (this is shared to you from the Suptask Integrations Specialist (SIS) contact)

6. Save

Next we'll set up the trigger which will initiate the Webhook.

1. In the navigation menu Object and rules > Business rules

2. Click on Triggers.

3. Create a new trigger

4. Define the conditions when the Webhook to Suptask should be triggered

5. Click on Add Action

   1. Select Category > Notify by > Active webhook

6. The value set should be the newly created webhook from the previous steps, named Suptask webhook

7. The content is confirmed by your Suptask Integrations Specialist (SIS) contact, below is an example:

{
  "requester" : "{{ticket.requester.name}}",
  "description" : "{{ticket.description}}",
  "tags" : "{{ticket.tags}}",
  "id" : "{{ticket.id}}",
  "link" : "{{ticket.link}}",
  "url" : "{{ticket.url}}"
}

1. Save.

The integration will be enabled for an Inbox, or for a particular Form of your choice.

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Example of how it can work

1. Ticket in Zendesk is created with the Bug tag.

2. Ticket is automatically created in Suptask

3. Actions, replies and comments are automatically synced bi-directionally.

   1. For example, status changes can be aligned between the systems

4. Agents in Suptask can reply on tickets directly in Slack.

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How to get started

The Zendesk integration is setup and enabled together with the Suptask Integrations Specialists (SIS).

Contact Suptask Support for more information and to get started.