Zendesk — Integration

Overview

Create and update Zendesk tickets from incidents, add public/private comments, and show current incident status in the ticket sidebar app.

Capabilities

• Auto-create tickets with requester/org mapping

• Private/public comments with rich links and excerpts

• Sidebar app widget with live incident status and timeline

• Priority and group sync with configurable mapping

• Bulk backfill and reconciliation to avoid dupes

1. 1

   Step 1

   Generate an API token (Admin → Channels → API) or use OAuth.

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2. 2

   Step 2

   In the app, enter subdomain, email, and token, then verify connection.

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3. 3

   Step 3

   Map incident fields to Zendesk ticket fields (priority, tags, group).

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4. 4

   Step 4

   Install the sidebar app from the provided manifest.

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5. 5

   Step 5

   Send a test incident; confirm ticket creation and sidebar status.

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Limitations

• Macros or triggers that modify priority can conflict with our mapping.

• Large attachments are referenced via secure links.

• Agent workspace required for sidebar app features.

FAQs

Pricing