On-call management & Escalations
Uptime & Heartbeat Monitors
Integrations
Zendesk Inbound Integration
Create alerts in iLert from tickets in Zendesk.
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities.

In iLert

Create a Zendesk alert source

  1. 1.
    Go to the "Alert sources" tab and click Create new alert source
  2. 2.
    Enter a name and select your desired escalation policy. Select "Zendesk" as the Integration Type and click on Save.
  1. 1.
    On the next page, a Webhook URL is generated. You will need this URL below when setting up the Webhook in Zendesk.

In Zendesk

Create a Target

  1. 1.
    Go to Zendesk and then to Settings -> Extensions and click on the Add target button
  1. 1.
    On the next page click the HTTP target link
  1. 1.
    On the next page:
  2. 2.
    In the Title section, enter a name eg. iLert
  3. 3.
    In the URL section, paste the Webhook URL that you generated in iLert
  4. 4.
    In the Method section, choose POST
  5. 5.
    In the Content type section, choose JSON
  6. 6.
    In the bottom section choose Create target
  7. 7.
    Click the Submit button

Create a Trigger

  1. 1.
    Go to Zendesk and then to Business Rules -> Triggers and click on the Add trigger button
  1. 1.
    On the next page:
  2. 2.
    In the Trigger name section, enter a name eg. iLert
  3. 3.
    In the Category section, choose a category, e.g. Notifications
  4. 4.
    In the Meet ANY of following conditions section, add Ticket is created and Ticket is updated rules
  • Scroll down to the Actions panel and choose the iLert Notify target that you created above
  • In the JSON body sections, paste the following object:
{
"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 %}"
}
  • 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.
{
"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.