> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/integrations/inbound-integrations/zendesk.md).
# Zendesk Inbound Integration
Create alerts in ilert from Zendesk tickets and vice versa — with ilert's Zendesk integration
[Zendesk](https://www.zendesk.com/) offers a range of products that streamline processes and enhance productivity for support teams, enabling them to provide more effective and personalized service experiences. The platform allows businesses to manage customer interactions across various communication channels, such as email, chat, and social media, consolidating them into a single, unified interface.
## In ilert: Create a Zendesk alert source
1. Go to **Alerting** → **Alert sources** and click **Create new alert source**.
2. Search for **Zendesk**, click its tile, and click **Next**.
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Choose who gets notified: select **Use existing escalation policy** and pick a policy, or **Generate new escalation policy** to start with a basic one that notifies you first. Click **Next**.
Pick an existing escalation policy, or generate a basic one without leaving the wizard.
5. Select **Default grouping** and click **Continue setup**. It groups events by the alert key the integration sets; the other [grouping options](/alerting/configure-alerting/alert-sources.md#event-grouping) are easier to judge once events are arriving.
6. The next page shows more settings, such as notification priority and alert templates. Click **Finish setup** for now; you can change them later.
7. On the final page, ilert shows the integration key and URL for this alert source. You will need them later in this guide.
## In Zendesk: Create a Target
1. Go to Zendesk and then to **Settings -> Extensions** and click on the **Add target** button
2. On the next page click the **HTTP target** link
3. On the next page:
4. In the **Title** section, enter a name eg. ilert
5. In the **URL** section, paste the **Webhook URL** that you generated in ilert
6. In the **Method** section, choose **POST**
7. In the **Content type** section, choose **JSON**
8. In the bottom section choose **Create target**
9. Click the **Submit** button
### Create a Trigger
1. Go to Zendesk and then to **Business Rules -> Triggers** and click on the **Add trigger** button
2. On the next page:
3. In the **Trigger name** section, enter a name eg. ilert
4. In the **Category** section, choose a category, e.g. Notifications
5. In the **Meet ANY of following conditions** section, add **Ticket is created** and **Ticket is updated** rules
6. Scroll down to the **Actions** panel and choose the **ilert Notify target** that you created above
7. In the **JSON body** sections, paste the following object:
```javascript
{
"id": "{{ticket.id}}",
"title": "{{ticket.title}}",
"description": "{{ticket.description}}",
"via": "{{ticket.via}}",
"status": "{{ticket.status}}",
"priority": "{{ticket.priority}}",
"requester_name": "{{ticket.requester.name}}",
"group_name": "{{ticket.group.name}}",
"assignee_name": "{{ticket.assignee.name}}",
"account": "{{ticket.account}}",
"link": "{{ticket.link}}",
"latest_comment": "{{ticket.latest_comment}}",
"latest_comment_author_name": "
{% for comment in ticket.comments limit:1 offset:0 %}{{comment.author.name}}{% endfor %}"
}
```
8. Click on the **Create** button
## Zendesk Incident Lifecycle
| When I create an Zendesk ticket with status... | ...then an ilert Alert... |
| ---------------------------------------------- | --------------------------------------------------------------------- |
| **New** or **Open** | is created |
| **Pending** | is created |
| **Solved** or **Closed** |
will not be created and a
400 (bad request) error occurs
|
| When I update an Zendesk ticket with status... | ...and the ilert alert... | ...then the/an ilert Alert... |
| ---------------------------------------------- | ------------------------- | --------------------------------------------------------------------- |
| **New** or **Open** | does not exist | is created |
| **Solved** or **Closed** | does not exist |
will not be created and a
400 (bad request) error occurs
|
| **Pending** | does not exist | is created |
| **New** or **Open** | exists | doesn't change |
| **Solved** or **Closed** | exists | change status to **Resolved** if not already resolved |
| **Pending** | exists | change status to **Accepted** if not already accepted |
## Additional Custom Ticket Details
You may provide an additional field for the Zendesk trigger template to render additional information into ilert alert details.
```javascript
{
"additional_ticket_details": {
"test": "{{ticket.title}}",
"two": 3,
"three": ["one", "two", "three"]
}
}
```
The `additional_ticket_details` map's values will be displayed in a human readable format in the alert's detail section.
## FAQ
### **Will alerts in ilert be resolved automatically?**
Yes, as soon as an Zendesk Ticket is completed, the alert in ilert will be resolved automatically.
### **Can I connect Zendesk with multiple alert sources from ilert?**
Yes, simply create more Webhooks in Zendesk.
### **Can I customize the alert messages?**
No.
### Are Zendesk comments synced with ilert alerts?
Yes, if the variables `latest_comment` and `latest_comment_author_name` are provided in your Zendesk trigger JSON template the comments will be synced to ilert alerts.
## Related articles
{% content-ref url="/pages/-Mb5vZCLZHdYvrGAnBOk" %}
[Zendesk Outbound Integration](/integrations/outbound-integrations/zendesk.md)
{% endcontent-ref %}
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