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
Log in to your Zendesk account.
Open the Admin Center.
Expand the navigation menu Apps and integrations > APIs
Click on Zendesk API.
Make sure the Token Access is Enabled.
Add a new API token
Share the API token value securely with the Suptask Integrations Specialist (SIS) contact
Include the Email address of your user account e.g first.last@mydomain.com
Include the Zendesk Domain e.g: https://mydomain.zendesk.com
Setup communication from Zendesk
Log in to your Zendesk account.
Open the Admin Center.
Expand the navigation menu Apps and integrations > Webhooks
Click on Webhooks.
Create a new WebHook
Name: Suptask webhook
Request format: JSON
Request method: POST
Authentication: Header & Value (this is shared to you from the Suptask Integrations Specialist (SIS) contact)
Endpoint URL:
https://...
(this is shared to you from the Suptask Integrations Specialist (SIS) contact)
Save
Next we'll set up the trigger which will initiate the Webhook.
In the navigation menu Object and rules > Business rules
Click on Triggers.
Create a new trigger
Define the conditions when the Webhook to Suptask should be triggered
Click on Add Action
Select Category > Notify by > Active webhook
The value set should be the newly created webhook from the previous steps, named Suptask webhook
The content is confirmed by your Suptask Integrations Specialist (SIS) contact, below is an example:
Save.
Example of how it can work
Ticket in Zendesk is created with the Bug tag.
Ticket is automatically created in Suptask
Actions, replies and comments are automatically synced bi-directionally.
For example, status changes can be aligned between the systems
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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