Zendesk is a customer service software and support ticketing system.
Zendesk unifies multi-channel customer service (ticketing, self-service, live chat) while offering insightful reporting, facilitating streamlined workflows, empowered customers, and data-driven service optimization.

What can Xurrent IMR do for Zendesk users?

With Zendesk's Integration, Xurrent IMR sends new Zendesk ticket alerts to the right team and notifies them based on on-call schedules via email, text messages(SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Xurrent IMR provides your NOC, SRE and application engineers with detailed context around the Zendesk ticket alert along with playbooks and a complete incident command framework to triage, remediate and resolve incidents with speed.

Whenever Zendesk ticket is generated, an alert is made which inturn causes Xurrent IMR to create an incident. When that ticket is closed, Xurrent IMR will auto-resolve the incident.

Xurrent IMR can also create tickets in Zendesk when a new Incident is created on Xurrent IMR. The ticket would then be in sync with Xurrent IMR's Incident, allowing for a 2-way integration beween Xurrent IMR and Zendesk.

You can also use Alert Rules to custom route specific Zendesk ticket alerts to specific users, teams or escalation policies, write suppression rules, auto add notes, responders and incident tasks.

To integrate Zendesk with Xurrent IMR, complete the following steps:

In Xurrent IMR:

1. To add a new Zendesk integration, go to Teams on Xurrent IMR and click on the team you want to add the integration to.
2. Next, go to Services and click on the relevant Service.
3. Go to Outgoing Integrations and then Add New Integration. Give it a name and select the application Zendesk Outgoing(2-way) from the dropdown menu.
4. Go to Configure under your Integrations and copy the Webhook URL generated.

Open your Zendesk in a new tab.

[Optional: Create a dedicated user in Zendesk for Xurrent IMR. Follow the steps below.]

5. Log in to Zendesk. Click on the Admin Icon, then select Apps and Integrations > API. Click the Settings tab, and make sure Token Access is enabled. Click the Add API token button to the right of Active API Tokens. Optionally, enter a description under API Token Description. The token is generated, and displayed for you. Copy this API token.

5. Go back to the Xurrent IMR tab in the Zendesk config page.
6. Paste the API key copied in step 5 in the API key section.
7. Enter your Zendesk subdomain name. If your Zendesk subdomain is acme.zendesk.com, enter acme
8. Enter your Zendesk email address. Click on Next.
9. Next, select which configuration you want the integration to be in,
   • From Zendesk to Xurrent IMR
     This makes it so that any Ticket created on Zendesk will create an Incident on Xurrent IMR.
   • From Xurrent IMR to Zendesk
     This makes it so that any Incident created by that service on Xurrent IMR, will generate a ticket on Zendesk.
10. Proceed to map the Incident response for the configuration selected from above. This will determine what action will change the ticket status and vice versa with Xurrent IMR incident statuses.
11. Copy the Webhook URL at the bottom of the page.

Do watch out for cyclic mapping of the incidents statuses and tickets and of two Zendesk integrations with opposing configurations.

12. Go back to your Zendesk Tab.
13. Go to your Admin Settings -> Apps and Integrations & Open Webhooks.

12. Click on Create Webhook. Fill in the form as shown below. In the url field, paste the webhooks url you copied earlier.
    Make sure to change the method to POST.

12. To Test the webhook, you'd need to select Custom Test on the Test event source & the request JSON body as shown below:

If you get an Info alert from Zendesk, then the webhook connection is successful.

15. Go to Zendesk -> Admin Settings -> Objects and rules -> Business Rules -> Triggers
16. Click on Add Trigger. Give the trigger name as Xurrent IMR trigger.

17. Under Meet ALL of the conditions, choose Type is Incident or some other value according to your requirements.
18. Under Meet ANY of the following conditions, add the condition - Ticket is Updated

19. Under Actions, select Notify active webhook, and select the webhook created in the earlier steps.
20. In JSON body, paste the JSON below:

19. Click on Save. Your Zendesk two-way account is integrated. Xurrent IMR will now create an incident for every new ticket created on Zendesk and any action taken on Xurrent IMR(Ack, Resolve) will reflect in your Zendesk tickets.