Zendesk Alerts

Zendesk is a cloud-based customer service platform that helps streamline customer support with little to no coding. Use this workflow to automatically notify on-call resources and allow your agents to take ownership of tickets from any mobile device.

How it works

When a new alert is created in Zendesk, it sends a JSON-formatted webhook to xMatters. A Zendesk trigger in xMatters parses the webhook and initiates a flow. The webhook includes essential incident data that xMatters uses to generate an alert and send notifications to groups or assignees. Users can respond to add a comment to the originating alert in Zendesk, or even resolve the alert with the tap of a button.

Install the workflow

The following instructions describe how to install the workflow through the xMatters one-click installation process.

  1. Go to the Workflows Templates page and click the Zendesk tile.
  2. On the Set up the Workflow tab, give the workflow a name (this must be unique in your instance) and add an optional description.
    • You can edit these later, if needed.

  3. Click Next to set up the connection.
  4. Choose the authentication method from the drop-down list.
  5. Copy all three trigger URLs — you’ll use them to configure the webhooks in Zendesk.
    • The trigger URLs include the recipients parameter, which specifies who should be notified. By default, this parameter is set to notify you (the logged in user), but you can set it to target any user or group you want.

  6. Click Open Workflow to view and customize the workflow, or Close to return to the Workflows page.

Now that the workflow is installed and you have the trigger URL, let's to go to Zendesk and configure it to communicate with xMatters.

Configure Zendesk to send requests to the trigger URL

The following sections provide detailed instructions on how to configure Zendesk to send alerts to xMatters.

Set recipients in the trigger URL

The trigger expects the recipients in the trigger URL. When you copy the URL from xMatters, it includes the recipients parameter: recipients=<yourname>. Of course, you don’t want to receive all the alerts.

To change the recipients for alerts from this webhook, swap out your name for the people or groups you want to target.

  • For URL authentication, use an ampersand to attach recipients. For example, if you want to notify Emma Pearson and the on-call members in the group responsible for the Antares service, you'd add &recipients=epearson,antares to the URL.
  • For other authentication types, use a question mark to attach recipients. For example, if you want to notify Barry Gull and the on-call members in the group responsible for the Cassiopeia service, you'd add ?recipients=bgull,cassiopeia to the URL.

Remember to URL-encode any special characters, including spaces, in your group names.

We recommend using groups so you can take advantage of the xMatters group features — rotations, escalations, and absences — to reach the right on-call people to jump on an issue.

How to use the workflow

When a new incident is created in Zendesk, it sends a signal to xMatters, which creates an alert and notifies the individual or the on-call members of groups you set as recipients in the webhook URL. When the trigger receives a signal saying the issue is resolved, it automatically terminates related alerts in xMatters.

Next Steps

Now that you've installed the workflow, you can use it as-is, or customize it to suit your needs better. Here are some examples of things you can add to the workflow to customize it:

Previous version

While the previous, built-in version of this integration is no longer available, the instructions for it are included below for anyone who has it installed in their system already.