upstream-zulip/zerver/webhooks/zendesk/doc.md

Zulip Zendesk integration

Get notifications about Zendesk tickets in Zulip!

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1. {!create-an-incoming-webhook.md!}

2. {!generate-webhook-url-basic.md!}

3. Append {%raw%}&ticket_title={{ ticket.title }}&ticket_id={{ ticket.id }}{%endraw%} to the URL generated above.

4. In Zendesk, click the gear () icon in the bottom-left corner. Click on Extensions, and then click add target.

5. Click the URL target, and fill in the form with the following:

   • Title: Zulip
   • URL: the URL generated and updated above
   • Method: POST
   • Attribute Name: message
   • Username: your bot's user name, e.g., zendesk-bot@yourdomain.com
   • Password: your bot's API key

6. Select Test Target, and click Submit. A test message should appear Zulip. Save the target by selecting Create target, and clicking Submit.

7. Add a new trigger, for every action you'd like to be notified about. To add a trigger, select Triggers in the left menu, and click add trigger.

8. Give the trigger a descriptive title (e.g., "Announce ticket update"). Under Meet all of the following conditions, select the conditions for the trigger. In the Perform these actions section, select Notification: Notify target, and select the target created above (e.g., "Zulip").

9. Enter the message body into the Message field. You can use both Zulip Markdown and Zendesk placeholders. Here's an example message body template that you can optionally use:

    {% raw %}Ticket [#{{ ticket.id }}: {{ ticket.title }}]({{ ticket.link }}), was updated by {{ current_user.name }}
    * Status: {{ ticket.status }}
    * Priority: {{ ticket.priority }}
    * Type: {{ ticket.ticket_type }}
    * Assignee: {{ ticket.assignee.name }}
    * Tags: {{ ticket.tags }}
    * Description:
    ``` quote
    {{ ticket.description }}
    ```{% endraw %}
   

10. Click Submit.

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{!congrats.md!}

Related documentation

{!webhooks-url-specification.md!}