Configuring Zendesk

Table of Contents

• Integration Functionality
• Integration Setup
• Setting Up Contacts for Alerting

  • Create New Contacts for the Integration

  • Assign Integration to Existing Contacts

  • Assign Integration Contact to a Check

• Test Your Integration

Integration Functionality

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• Downtime events associated with your checks are created as tickets in Zendesk. If the “Auto-Solve Ticket” checkbox is checked, when the event is resolved and the check returns to the Up state, the ticket is automatically solved. This integration only sends up/down states and does not include other metrics associated with the check such as response time.

Integration Setup

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In the Zendesk Admin center, click Apps and integrations > API configuration. Ensure the Allow API token access option is enabled:

Navigate to API tokens and click Add API Token: 

Provide a name and description for the token and click Save. Once token is generated, copy it immediately as it will not be shown in full again once you navigate away from the page. 

Back in Uptime, click Notification > Integrations. Locate Zendesk in the list and click Add: 

The integration setup window appears:

Enter a Name for the integration. Retrieve the following information from your Zendesk environment:

• API Email Address: the email address of the Zendesk agent who will be associated with the integration
• API Token: the token generated previously
• Zendesk Subdomain: the subdomain of the Zendesk site associated with your organization (for example, https://www.your-company.zendesk.com) 

Additional options include:

• Tags: a comma-separated list of tags that will be attached to tickets created through the integration
• Ticket Priority: the priority that will be assigned to the ticket
• Ticket Type: the type of ticket that will be created
• Auto-solve Ticket: when this option is enabled, the ticket will automatically be solved when the check returns to Up status 

Once options are configured as desired, click Add New to save the integration.

Setting Up Contacts for Alerting

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The Zendesk integration works by creating tickets in your Zendesk instance based on the contacts that are associated with the check and integration. To create tickets in Zendesk from from your Uptime.com alerts, you’ll need to add a Contact to the integration, then add that Contact to the checks that will create tickets in Zendesk.

Create New Contacts for the Integration

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Adding a new contact cannot be done within the integration setup menu. To create a contact, click Notification > Contacts. In the Integrations field, select the Zendesk integration: 

Assign Integration to Existing Contacts

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To add your integration to an existing contact, click on or type the name of the contact into the Assign to Contacts field within the integration setup screen. 

Assign Integration Contact to a Check

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Once a Contact is associated with the integration, you’ll need to assign it to the checks that will create tickets in Zendesk. 

Navigate to your check’s Edit screen. Under the General tab, assign the integration contact to the Contacts field. 

Test Your Integration

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Test your integration with one of the following methods:

1. Click Notification > Contacts. Click More Actions > Test to send a test notification to the Contact.
2. Click Notification > Integrations. Under the Active tab, locate your integration and click More Actions > Test. This will test to confirm that the connection is set up properly.