Flow Designer has built-in steps to help you integrate Zendesk into your critical event management and incident response flows.

Zendesk Steps

The following steps are available:

  • Create Ticket: automatically create a new ticket in Zendesk, populating it with information from the original event or previous steps in the flow.
  • Update Ticket: automatically update an existing ticket as information about the event or alert changes.
  • Add Comment: automatically add a comment to an existing ticket, with new information from other steps in the flow.

There's also a built-in Zendesk trigger you can use to initiate flows with requests from Zendesk. This trigger is also used in our packaged Zendesk workflow.

In the example above, the flow creates a Zendesk ticket when a certain response is selected, including alert information in the ticket. The flow creates a channel in Slack using the ticket ID in the name and posts a message with details about the alert so the team can start collaborating on a resolution. The Slack channel name is added to an internal comment in Zendesk. Finally, the Slack channel URL is added as an External ID in the Zendesk ticket for traceability.

Create Ticket

Use the Create Ticket step to automatically create a new ticket in Zendesk. Map outputs from previous steps to the inputs to complete the incident details.

Update Ticket

Use the Update Ticket step to automatically update the information on an existing ticket. Map outputs of previous steps to the inputs to determine which ticket to update and what details to change.

Add Comment

Use the Add Comment step to automatically add an internal note or public reply to an existing ticket. Map outputs of previous steps to the inputs to create the comment and determine which ticket to comment on.

Zendesk Alerts trigger

Flow Designer includes a built-in Zendesk Alerts trigger that initiates a flow when it receives a request from Zendesk. You can configure a Zendesk target to send the request when your configured conditions are met.

This trigger is used in our packaged Zendesk workflow. If you're using Zendesk in your incident management processes, you might want to check it out. The workflow instructions have additional information on automatically determining recipients of notifications based on user or group assignment in Zendesk. The workflow already has steps in its flows to update and add comments to Zendesk tickets with information from the xMatters alert.