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

1. Generate an API Token
2. Setup the Zendesk credentials in Thena Webapp
3. Zendesk Webhook and Trigger for Ticket Comments
4. 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

• 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

• 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