Suptask
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  • Welcome
  • Getting Started
    • Install Suptask
      • Slack permission scopes
      • Invite the Suptask App
    • Your first Inbox & Form
    • Ticket submission
    • Manage and Reply on tickets
    • Key concepts
    • User Guides
      • Ticketing as an Agent
      • Ticketing as a User
      • Rollout and Onboarding guide
    • FAQ & Troubleshooting
    • Contact Support
    • Videos
  • Setup & Configure
    • Inboxes
      • Inboxes
      • Users and Agents in the same channel
      • Service Level Agreements (SLA)
      • Agent Work Hours
      • Automatically create tickets from new messages
      • Migrate to the new generation
    • Forms & Fields
      • Forms
      • Custom Fields
      • Default Fields
      • Custom Statuses
      • Tags
      • Using the Organization field
    • Users & Permissions
    • Slack External Connections
    • Multiple Slack Workspaces
      • Multiple Workspaces & Slack Community
      • Enterprise Grid
    • Branding & White-labeling
    • Language & Translations
  • Working with tickets
    • For Agents: who respond and manage tickets
      • Overview and manage tickets as an Agent
      • Responding to tickets
      • Move or Escalate to another Inbox
      • Submit tickets on behalf of a user
      • Request and manage Approvals
      • Customer Satisfaction Score (CSAT)
      • Templated answers with Canned Replies
      • AI Assistant
      • Followers
      • Delete tickets
    • For Users: who submit tickets
      • How to submit a ticket
      • Overview your tickets as a user
    • Overview & Analytics
      • Overview and track tickets
      • Dashboard
      • Reports
    • Essentials for Your daily work
      • Tickets Summary Notifications
      • Setup one-click emoji reactions
      • How to search for tickets
      • Display Suptask in Slack
  • Integrations, Automations & Workflows
    • Introduction to Integrations
    • List of integrations
    • Integration guides
      • Slack Workflows
      • WhatsApp
      • JIRA Software
      • Zendesk
      • ClickUp
      • Notion
      • Google Sheets
      • Suptask API
      • WebHooks
      • Export API
      • Integrate with other Slack Apps
      • External issue & ticketing systems
        • Create tickets from Suptask to GitLab
        • Create tickets from Suptask to GitHub
        • Create tickets from Suptask to JIRA
    • Email-to-Slack Ticketing
      • Email-to-Slack Ticketing
      • Gmail & Google Workspaces
      • Microsoft Outlook
      • AI Email routing
    • On-call rotation
    • Automations in Suptask
  • Account Management
    • Account Settings
    • Subscription & Billing
      • Subscription & Billing
      • Integrations billing
      • Limitations in the Free plan
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  • Requirements
  • Example of how it can work
  • How to get started

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  1. Integrations, Automations & Workflows
  2. Integration guides

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.


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 first.last@mydomain.com

    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.


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.


How to get started

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

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Last updated 2 months ago

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