Setting up a Zendesk zap in Zapier

For partners subscribed to Select or Enterprise plans.

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

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

This integration requires a webhook URL to post data to. The following steps will show you how to get the URL from Zapier.

  1. Sign in to your Zapier account and click the Make a Zap button. Note: A "zap" is a specific link between apps that you've connected in Zapier.

  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 step is to determine the specific IT Glue event that will trigger an action.

  1. Open IT Glue and navigate to Account > Notifications.
  2. Click on + New to open the Create Notification screen.
  3. In the Trigger section, add the following details: 
    • Name: Enter a descriptive name for the trigger (e.g. Zendesk 60 day domain expiration alert).
    • 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 60, you will receive notice 60 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, IT Glue will check whether there are any assets that are within 5 days or less of their expiration.
    • Admin email: This email address will be alerted if notices fail.

      Example:

      Zendesk_Define_Trigger.png

  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.

Defining the action

Next, you'll paste in the webhook URL from Zapier and create the JSON payload that will be passed to the webhook when the trigger condition is met.

In this section, we will refer to the JSON API, which is basically a universal connector for data on the internet. JSON API is a specification for how a client should request that resources be fetched or modified, and how a server should respond to those requests. You don't have to know anything beyond that to begin experimenting.

  1. In the Action section, enter the following details:
    • Name: Enter a descriptive name for the action (e.g. Notify about domain expirations 60 days in advance).
    • Dispatch: Choose Webhook.
    • Webhook URL: Enter the webhook URL copied from Zapier.
    • JSON Payload: Enter the key/value pair. 

      Example:

      Zendesk_Define_Action.png

      This key/value pair includes variables that will pull values from the asset that’s triggering the notification. The available variables are listed at the bottom of the screen where you input this information.

  2. Click the Send test button to test the action.
  3. 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 properly.
  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.

If the notification is active in IT Glue and Zapier, your team will start to receive notifications to Zendesk within the next 24 hours. Note that notifications based on document or password triggers will be sent in real time.

Testing the notification

Now comes the exciting part. To make sure the notification is working, perform these steps:

  1. In IT Glue, click the Send test button to send a test notification to Zendesk via Zapier.
  2. Open Zendesk and look for the notification. You should have created a new ticket.

If the notification goes through, the connection has been established.

          

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