Setting up a Zendesk zap in Zapier

For partners subscribed to Select or Enterprise plans.

This article will help you set up notifications to Zendesk through Zapier. IT Glue lets you easily send notification details via Zapier to Zendesk to tell your team that something has happened or that something is expiring. 

Important

  • Make sure you read Setting up notifications for an introduction to IT Glue notifications. 

  • The following instructions will refer to Zendesk, but you can use any endpoint that Zapier supports. For Asana instructions, see Setting up an Asana zap in Zapier.

  • In these instructions, you'll create a "two-step zap". A zap is a specific link between apps that you've connected in Zapier. A two-step zap has one trigger and one action step.

  • Creating the zap consist of three main parts:
    1. Setting up the Zapier webhook URL
    2. Configuring the notification 
    3. Configuring the Zendesk action 

Prerequisites 

  • You must have Manager or Administrator access to configure notifications. 
  • You need a Zapier account and a Zendesk account. Note that Zendesk is one of Zapier's premier (paid) features.

Instructions 

Setting up the Zapier webhook URL

The integration with Zapier requires a Zapier webhook URL to post data to. 

  1. Sign in to your Zapier account and click the  button. 

  2. On the Choose a Trigger App screen, choose Webhooks by Zapier



  3. On the Select Webhooks by Zapier Trigger screen, choose Catch Hook



  4. On the Connect Webhooks by Zapier screen, copy the webhook URL. 



  5. Leave this window open.

Configuring the notification

The next part of this integration is to determine a condition that will trigger an action and create the JSON payload that will be passed to your Zendesk account through Zapier.

  1. Open IT Glue and navigate to Account > Notifications.
  2. Click on + New to open the Create Notification screen.



  3. In the Edit Trigger section (step 1), add the following details: 
    • Name: Enter a descriptive name for the trigger (e.g. domain expires in 30 days).
    • Trigger: Select the trigger you want to use. 
    • Lead time: This field only applies to expiration date triggers. Enter the number of days in advance you want to receive notice. For example, if you enter 3, you will receive notice 3 days in advance of the expiration date.
    • Already expired: Check this box if you don't want any lead time (you want to receive notices on the expiration date).
    • Enroll assets that already meet this criteria: Check this box if you want to also receive notices on anything that has gone past the lead time. So, if your lead time is 5 days, and you enable this option, you will include any assets that are within 5 days or less of their expiration.
    • Admin email: This email address will be alerted if notices fail.
  4. Check the Active box.
    • You can leave this box unchecked to make changes without sending incomplete notifications (and also to disable notifications without deleting them).
  5. Click Save Trigger.
  6. In the Edit Actions section (step 2), enter the following details:
    • Name: Enter a descriptive name for the action (e.g. create an Asana task).
    • Dispatch: Choose Webhook.
    • Webhook URL: Enter the webhook URL copied from Zapier.
    • JSON Payload: Enter the key and value pair. 
      • For example, the key text and for the value, something like [resource_name] has been updated in [organization_name] [resource_url]
  7. Click the Send test button to test the action.
  8. Click Save Action

Configuring the Zendesk action 

Now to configure what will happen in Zendesk after a notification is triggered. 

  1. In Zapier, choose Zendesk as the Action.
  2. Then choose Create task as the action and confirm by clicking on the Continue button.



  3. Select your Zendesk account and confirm the choice by clicking on Continue.
  4. Grant Zapier permissions to access your Zendesk account by providing the required information and then clicking on Yes, continue in the pop-up window.

    You should see a popup like the one below asking for your Zendesk subdomain, admin email, and API key. To get your API key, click on Admin > Channels > API in your Zendesk account and generate a new token. This will instantly generate a unique API key for you to use.

    Note: It’s very important that you keep this API key private.



  5. Next, create a template to ‘map’ the information you want to send from the JSON payload to create a ticket in Zendesk. 

    Note: Some fields will allow you to populate values from your Zendesk account (e.g Assignee, CCs).



  6. After you finish, click the Continue button at the bottom of the screen.
  7. Zapier will ask you to test the zap. Follow the instructions to test that everything is working and has been connected properly.
    • Note that if the test is successful, then you should have created a new ticket in Zendesk.
  8. Next, click on the Finish button.
  9. Turn the Zap on by clicking on the grey switch and start passing information from IT Glue to ZenDesk.

After that's done, you'll receive the configured notifications to your Zendesk account. 

If we can't reach your webhook URL, we'll try again in a little while. If we can't reach it several times, we'll send an email to the admin email you entered in IT Glue.

          

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