Zendesk

1. To add a Zendesk step to your flow, go to the Apps panel in the palette, expand the Zendesk steps and drag the step you want to add onto the canvas.
   • For instructions on using the Zendesk trigger, see Initiate a flow using the built-in Zendesk trigger.
2. Connect the step to the previous step in the flow. This gives you access to the step properties and outputs of previous steps when you configure this step's inputs.
3. Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text and input variables (or both). See the following sections for detailed information on the inputs for each step, including which are required.
4. On the Endpoint tab, configure the step to point to your Zendesk instance.
   • You can select a pre-existing endpoint or create a new endpoint.
5. Click the Flood Control tab to edit the trigger's default flood control settings. For more information about these settings, see Trigger Flood Control.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

1. Go to the Triggers panel in the palette, expand the App Triggers section and drag the Zendesk trigger onto the canvas.
2. Double-click the trigger (or click the pencil icon).
3. Set the authenticating user, and then copy URL — you'll use this to set up the webhook in Zendesk. Alternatively, you can create an integration user to use as the authenticating user.
   • The trigger URL includes 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.

4. Click the Flood Control tab to edit the trigger's default flood control settings. For more information about these settings, see Trigger Flood Control.
5. Click Done.
6. On the flow canvas, connect the steps you want to run when xMatters receives a request to that URL.

You're now ready to configure Zendesk to target the trigger.

To configure Zendesk to send alerts to xMatters, you need to create a URL target for each Zendesk trigger on your canvas.

1. Open the Zendesk Admin Center, expand Apps and Integrations, then select Targets.
2. Click add target.

   

3. Select URL Target from the list of options.

   

4. On the URL Target page, fill in the following fields:
• Title: Give the target a unique name.
• Url: The URL you copied from the workflow installer.
• Method: POST
• Attribute Name: value



5. Click Save.

The next step is to create a Zendesk trigger that initiates the URL target. You will need to create a Zendesk trigger for each URL target.

1. In the left-hand menu expand the Objects and rules section, then go to Business rules > Triggers.

   

2. Click Add trigger.
3. Enter a trigger name and description. For example, you might want the trigger name to match the URL target name.
4. Expand the Category drop-down list and select Notifications.
5. In the Conditions section set the conditions in which you want Zendesk to send a request to xMatters.
6. In the Actions section click Add Action.
7. Select Notify target from the drop-down menu, then select the target URL you created from the drop-down menu.

   

8. Copy the following payload into the Message field.

   {

   `Ticket ID`: `{{ticket.id}}`,

   `Subject`: `{{ticket.title}}`,

   `Description`: `{{ticket.description}}`,

   `Status`: `{{ticket.status}}`,

   `Initiator`: `{{ticket.requester.name}}`,

   `Priority`:`{{ticket.priority}}`,

   `Type`: `{{ticket.ticket_type}}`,

   `Group Name`: `{{ticket.group.name}}`,

   `Assignee`: `{{ticket.assignee.name}}`,

   `Assignee ID`: `{{ticket.assignee.id}}`,

   `URL`: `{{ticket.url}}`

   }

9. Click Save.

If you use Basic Authentication you'll need to enable Basic Authentication password access in Zendesk.

1. In the left-hand menu expand the Apps and integrations section. then go to APIs > Zendesk API.

   

2. In the Settings tab, go to the Password access toggle and enable it..

The trigger has the following outputs you can use as inputs to steps further along the flow. If you want to include additional items in the payload from Zendesk and make that information available in the outputs, you can convert the trigger to a custom HTTP trigger and edit the script.