Zendesk
Integrate and configure Zendesk
While your customers can raise requests on Slack, your support team can continue to work off Zendesk with our Zendesk - Slack Bi-Directional integration
- Generate an API Token
- Setup the Zendesk credentials in Thena Webapp
- Zendesk Webhook and Trigger for Ticket Comments
- Zendesk Webhook and Trigger for Ticket Status
Generate an API token
- Generate an API token as here: https://support.zendesk.com/hc/en-us/articles/4408889192858-Generating-a-new-API-token
Setup the Zendesk credentials in Thena webapp
Go to the webapp and click on 'Add Integration' under Zendesk
Webhook and Trigger for Ticket Comments
As the Zendesk Admin, go to Admin Center in order to setup Webhooks and Triggers
Webhook: Ticket Comments
- Admin Center -> Apps & Integrations -> Webhook -> Create Webhook
- Add Details
- Name: Thena - Ticket comments
- Description: Capture Ticket comments from Zendesk to Thena
- Endpoint:
https://thena-bolt.herokuapp.com/v1/ticket/comment/zendesk
- Request method: POST
- Request format: JSON
- Authentication: None
Trigger: Ticket Comments
- Admin Center -> Objects and Rules -> Business Rules -> Triggers -> Create Trigger
- Add Details
- Trigger name: Thena - Ticket comment update
- Category -> Add New Category -> Thena
- Conditions
- Meet ALL of the following conditions
- Status -> Not changed
- Update via -> Is -> Web form
- Comment -> Is -> Public
- Priority -> Not changed
- Meet ALL of the following conditions
- Actions
- Notify active webhook -> Thena - Ticket comments
- JSON Body
{ "id": "{{ticket.id}}", "status": "{{ticket.status}}", "comment": "{{ticket.latest_public_comment_html}}", "agent_name": "{{ticket.assignee.name}}", "agent_email": "{{ticket.assignee.email}}", "author_email": "{{current_user.email}}", "priority": "{{ticket.priority}}", "url" :"{{ticket.url}}", "external_id" :"{{ticket.external_id}}" }
Webhook and Trigger for Ticket Status
Webhook: Ticket Status
- Admin Center -> Apps & Integrations -> Webhook -> Create Webhook
- Add Details
- Name: Thena - Ticket Status Update
- Description: Capture Ticket updates from Zendesk to Thena
- Endpoint:
https://thena-bolt.herokuapp.com/v1/ticket/status/zendesk
- Request method: POST
- Request format: JSON
- Authentication: None
Trigger: Ticket Status
- Admin Center -> Objects and Rules -> Business Rules -> Triggers -> Create Trigger
- Add Details
- Trigger name: Thena - Ticket status update
- Category -> Thena
- Conditions
- Meet ALL of the following conditions
- Update via -> Is -> Web form
- Meet ANY of the following conditions
- Status -> Changed
- Priority -> Changed
- Meet ALL of the following conditions
- Actions
- Notify active webhook -> Thena - Ticket Status Update
- JSON Body
{ "id": "{{ticket.id}}", "status": "{{ticket.status}}", "comment": "{{ticket.latest_public_comment_html}}", "agent_name": "{{ticket.assignee.name}}", "agent_email": "{{ticket.assignee.email}}", "author_email": "{{current_user.email}}", "priority": "{{ticket.priority}}", "url" :"{{ticket.url}}", "external_id" :"{{ticket.external_id}}" }
Thena is now setup to work seamlessly with Zendesk
Updated 2 days ago