Summary
Zendesk is a popular customer support, ticket, and communication management platform. Avenue supports the ability to create Zendesk tickets as an output of an Avenue signal.
Getting Started
If you don't already have one, create a Zendesk account here.
Once you've created your account, you will need to create an API token.
Navigate to your Zendesk admin console. If you are not a Zendesk admin in your organization, please reach out to an admin to handle this step for you.
In the side bar, under "Apps and integrations", select "Zendesk API"
Next click the "Add API token" button. Make sure to save this API token somewhere secure because you will not be able to see it again after creating it.
For more information on creating a Zendesk API token, see Zendesk's docs.
Once you have your API token, go to the Settings Page in Avenue and scroll to the bottom of the page:
From here, click on the Zendesk button in the Integrations section. You'll be prompted to enter your Zendesk username, Workspace Url (<your_company_name>.zendesk.com), and your API Key.
Once you have entered all of this information, click the "Create Integration" button. If you see see the Zendesk button turn green, your integration was successful 🎉!
Creating a Zendesk Ticket from a Monitor
Now that your integration is successfully set up you're ready to configure Zendesk as a subscriber to a monitor. Navigate to the Create Monitor Page and after you've filled out the first few sections of the form, scroll down to the Add Subscribers section. Select Zendesk as the notification type. From here you can fill in the fields required to hit the Zendesk CreateTicket API. See their list of supported fields to get an idea of the different things you can configure here. For custom_fields, group_id, assignee_id, collaborator_ids, and ticket_form_ids, Avenue will pre-populate the input options with relevant information from your Zendesk workspace.
The only required field is the comment body, but you can enhance the context of your Zendesk tickets with and other available fields! Just like other notifications in Avenue, these field values can be static strings, or dynamic references to your data like "{{customer_email}}" (if your data includes a customer_email column).
Note:
To include a reference to the Avenue signal that generated the ticket you can use this syntax:
https://app.useavenue.com/signals/{{metadata.signal.id}}
For more information on the avialable metadata tags see our documentation: Metadata Tags
Testing Ticket Creation
Once you're finished filling out the section above, you're ready to test your monitor and see what the Zendesk ticket looks like! Click the Send Test Signal button and go to your Zendesk workspace to see your newly created ticket! Once you've verified that all the information in the ticket is to your liking, click Create to create your monitor!
Avenue-Slack-Zendesk Comment Sync
If your monitor creates a ticket in Zendesk and also posts to a slack channel, Avenue will automatically sync comments from Slack into the comments on the Zendesk ticket! Likewise, if you add a comment to the Signal from Avenue, you have the option to send the comment to Zendesk as well! This way none of your customer issue triage gets lost between your tools! 💪
