Zendesk Alerts

Zendesk is a cloud-based customer service platform that helps streamline customer support with little to no coding. Coupled with the power of xMatters, this workflow:

  • Quickly notifies the assignee or on-call member of a group that they've been assigned to a ticket resource using their preferred devices.
  • Automatically updates the ticket with information about the notification, including who responded and how, including any comments they added.

Get the workflow package then follow the instructions to import and configure it.

Got questions about using the Zendesk Alerts workflow? We've got you covered — take a live, online workshop led by one of our xPerts.

Download and import the package

  1. Download the package to your computer. Don't unzip it; you'll import the .zip file into xMatters.
  2. On the Workflows page, click Import.
  3. Browse to where you saved the file containing the workflow (usually your browser's default download location) or drag and drop the .zip file onto the Import Workflow dialog.
  4. Click Import.
    • If a workflow of the same name already exists, give the workflow a new name (you can edit this later). If you do give the workflow a new name, make sure you update the Workflow Name constant.

Before you begin

Before you get started, you need to set up a user for this workflow to use to authenticate requests to Zendesk.

Prepare xMatters

There are a couple of things to do in xMatters before you import the workflow: create a custom field to hold a user's Zendesk ID, add users and update their profiles with the ID, and create groups.

Set up the workflow in xMatters

There are two required tasks in xMatters before you head over to Zendesk (plus an optional check).

Set up Zendesk

To configure Zendesk to send alerts to xMatters, you need to create an HTTP target for each HTTP request trigger in the workflow, and then create Zendesk triggers for each target.

Using the workflow

To use the workflow, create a new ticket in Zendesk and assign it to either a user or a group that also exists in xMatters (if selecting a user, make sure the Zendesk User ID field in their profile has their Zendesk ID).

This creates an event in xMatters and sends a notification to the individual or the on-call members of the group (depending on whether the ticket was assigned to a user or a group).

Workflow customization

There is some optional setup you can do to customize the workflow to your needs.

What's next?

Once you have an understanding of how the workflow interacts with Zendesk, you can start expanding on it. Use Flow Designer to connect other tools by dragging and dropping steps onto the canvas. For example, you could add steps that post information about the ticket and the xMatters event to a Slack or Microsoft Teams channel. For information on any of the built-in Zendesk steps, see the Zendesk steps topic.

Troubleshooting

If notifications are not being sent, check the Activity panel in Flow Designer to see if xMatters is receiving the request (you can enable logging for the flow to see the next 25 requests, regardless of whether they succeed or fail). If xMatters is receiving the request, the Activity panel highlights any errors in the flow.

If it xMatters isn't receiving the request, check the configuration of the targets and triggers you created in Zendesk.