Zendesk Outbound Integration

Create tickets in Zendesk based on alerts from ilert

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities.

In Zendesk: Create an API Token

  1. Optional: create a dedicated ilert user in Zendesk. That way, you will be able to distinguish tickets created by ilert.

Admin permission required

To set up the integration, the Zendesk user must have agent permissions.

  1. Go to admin settings, select the API channel, enable token access and create an API token.

  1. You will need this API token later in ilert. Make sure to copy and store it. You won't be able to see it again in Zendesk. Click Save.

In ilert: Create a Zendesk connector and link it with an alert source

Admin permission required

To set up the integration, you must have admin rights in ilert.

  1. **Click the gear icon and then click on the Connectors** link

  1. Click the Add Connector button

  1. On the next page, choose Zendesk Support as type, name the connector, enter your zendesk URL in the form https://{your-domain}.zendesk.com, enter your Zendesk user Email and API-Key that you generated before ** and click on the save button

  1. Go to Alert sources and select the alert source you want to connect with Zendesk. Click on Alert Actions → Add new alert action.

  1. On the next page choose Zendesk Support as the type, choose the connector created in step 3, name it, choose Priority of the Zendesk tickets and click on the Save button.

  1. You're done! You can now test this connection by clicking on Test this connection. A test ticket will be created in Zendesk.


Are tickets updated in Zendesk if the alert is updated in ilert?

Yes, status updates to ilert Alerts are reflected in the title of the Zendesk ticket, e.g. RESOLVED host compute.infra is DOWN.

Can I choose which updates to publish to a ticket in Zendesk?

Currently not. If that's something you'd like see in ilert, we look forward to your feedback via chat or e-mail.

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