Setting up a Zendesk zap in Zapier

For partners subscribed to Select or Enterprise plans.

With a Zapier premier account, you can create workflows that will send webhook notifications to Zendesk as tickets when specific events occur in IT Glue. For an introduction to workflows, refer to our Quick guide for workflows.

Prerequisites 

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

In this article, 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 with this feature.

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 trigger and filters

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

  1. Open IT Glue and navigate to Account > Workflows.

    Account_Sidebar_Workflows.png

  2. Click + New.
  3. Choose the trigger you want to use.
    • Documents - Triggers when a document is published or updated
    • Passwords - Triggers when a password is added or updated
    • Domain Expirations - Triggers when the specified lead time is met on a domain's expiration date
    • SSL Expirations - Triggers when the specified lead time is met on a SSL expiration date
    • Configuration Expirations - Triggers when the specified lead time is met on a configuration's (warranty) expiration date
    • Flexible Asset Expirations - Triggers when the specified lead time is met on a flexible asset's expiration date
  4. To configure the trigger:
    • Trigger Name: Enter a descriptive name for the trigger (e.g. Send license expiration alerts to Zendesk as tickets). 
    • Notify At (Lead Time): Only applies to expiration-based triggers. Specify the number of days in advance that you want to be notified when an asset is nearing its expiration. For example, if you enter 10, you will receive notice 10 days in advance of the expiration date.
      • (Optional) Select the Expire sooner than the lead time and Have already expired checkboxes to schedule a one-time job that will notify you of existing assets that are about to expire (i.e. sooner than the specified lead time) and are already expired.
    • Notification Failure Email: When notifications fail, an email will be sent to this email address from notifications@itglue.com.

      Example:

      Zapier_Configure_Trigger_Zendesk.png

  5. If you chose an expiration-based trigger, you can estimate how many notifications your trigger criteria will generate by clicking the Estimate How Many button.
  6. To add a filter, click the + Filter button (left side of the screen) and select your filter criteria using the drop downs. 

    Example:

    Zapier_Configure_Filter.png

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.

  1. Choose the action that will be triggered.

    Webhook_Choose_Action.png

  2. To configure the action:
    • Action Name: Enter a descriptive name for the action (e.g. Notify in Zendesk ticket 10 days in advance).
    • Webhook URL: Enter the Webhook URL copied from Zapier. 
    • JSON Payload: Enter a key/value pair. 

      Example:

      Zapier_JSON_Payload_Zendesk.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.

  3. Click Next.
  4. Click the Test Action button to send a test action.
  5. Click Finish to save all your changes.

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 gray switch and start passing information from IT Glue to ZenDesk. Make sure the notification is ON in both IT Glue and Zapier.

Testing the notification

Now comes the exciting part. To make sure everything 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.

After turning the zap on in Zapier and the workflow on in IT Glue, 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.

Note: if you ever want to change the Zapier integration, just go to your Zapier dashboard and tweak anything you’d like. You can also check out Get Started with Zendesk on Zapier to learn more about what's possible with a Zapier Zendesk integration.

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