Zendesk Configuration Guide – Addigy

Overview

The Zendesk ticketing platform revolves its terminology around users and people.

In this integration the devices are leveraging a user-based terminology and representation in the Zendesk system, allowing management of the device itself.

Create the OAuth client in Zendesk

Sign in to Zendesk with your dedicated admin account.
In Admin Center, click Apps and integrations in the sidebar, then select APIs > OAuth clients.
Click Add OAuth client on the right side of the OAuth client list.
Complete the form:
- Name: Enter a name, for example Addigy.
- Description, Company, and Logo: Optional.
- Identifier: Zendesk fills it in from the name. This is the client ID that you enter in Addigy.
- Client kind: Select Confidential. Addigy cannot use a public client.
- Redirect URLs: Addigy does not use them.
- Scopes: Leave the field empty to allow all scopes. If you select scopes, include all of these:
```
tickets:read
tickets:write
users:read
users:write
account_settings:read
account_settings:write
```
Click Save. A Secret field appears at the bottom of the form.
Copy the full Secret value and keep it in a safe place. The value can be wider than the text box, so make sure that you select all of it.
Click Save.

Zendesk shows the full secret only once. If you lose the secret, regenerate it in Zendesk and enter the new secret in Addigy.

To copy the identifier later, find the client in the OAuth clients list, click the options menu next to it, and select Copy identifier.

The options menu of an OAuth client in Zendesk with Copy identifier

Configuration & Functionality

When the Zendesk integration is enabled devices will send Monitoring alerts and Self Service generated tickets to Zendesk.
Tickets are created as a 'User' in ZenDesk System for the device if one exists, if not a 'User' will be created for the device.
In Zendesk Under Users you can see all the devices that have created tickets as Users.
Below is an example of some devices that would appear in the 'Users' section:

If you select a device it will show you the tickets associated with the device in the 'User' perspective:

If you select a ticket for the device it will appear as follows, logging any other related information:

Additional Notes

When 'Remediation' is enabled on monitoring and able to resolve the alert, it will auto close the ticket in Zendesk and the corresponding alarm in Addigy Monitoring.
When the email noreply@addigy.com is leveraged to a specific support email, it usually indicates that the ticket integration had some sort of issue or isn't working properly (When a ticket integration is no longer accessible - we fallback to using the support email provided).