# Zendesk

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

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**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**&#x20;
   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**&#x20;

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**&#x20;
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:&#x20;

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

8. **Save.**

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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&#x20;

1. Ticket in Zendesk is created with the Bug tag.
2. Ticket is automatically created in Suptask&#x20;
3. Actions, replies and comments are automatically synced bi-directionally.&#x20;
   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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Contact [Suptask Support](https://support.suptask.com/getting-started/contact-support) for more information and to get started.&#x20;
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