Zendesk Configuration and Integration Guide


Overview:


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.



Enabling the Integration:


Navigate to Support > Integrations:



Enter your Zendesk credentials:




Enabling the Zendesk integration requires a Zendesk account URL, User Email and Zendesk API Key.

The API Key can be retrieved from Zendesk's API Settings using the Token Access section.


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:


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


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


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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).