Introducing Enhanced Zendesk Integration and New Integration Framework

Introducing Enhanced Zendesk Integration and New Integration Framework

OpsGenie is pleased to announce an enhanced integration with Zendesk, building off of our existing bidirectional integration to now support incidents. 

Zendesk builds great customer experiences with their customer service and engagement platform. Zendesk, an ITSM tool, creates triggers for customer tickets for which OpsGenie then forwards to the right people using multiple notification methods. With bidirectional functionality that is more powerful than ever before, Zendesk users can now integrate with OpsGenie incidents directly.

Now, for both alerts and incidents, Zendesk tickets can be created, and on the other end, Zendesk tickets can create alerts and incidents. Both are updated asynchronously and under our new integration framework, the action mapping feature is extended to incidents. In this post, we will outline the new functionality of the Zendesk integration and the heightened integration framework for which there are new integration flows.

Functionality of the Zendesk integration

OpsGenie provides 4 different flows for the Zendesk integration:

  • Creating alerts in OpsGenie for Zendesk tickets
  • Creating incidents in OpsGenie for Zendesk tickets
  • Creating tickets in Zendesk for OpsGenie alerts
  • Creating tickets in Zendesk for OpsGenie incidents

Action Mapping Feature

OpsGenie allows customers to define action mappings between OpsGenie actions and Zendesk actions.

For Zendesk to OpsGenie updates:
Zendesk to OpsGenie action mappings are available for all of the integration flows. Use this action mapping to map different Zendesk actions to different OpsGenie actions. For example, add a note to an OpsGenie alert/incident, when a public reply is added to the ticket in Zendesk. In order to do this, define "If a public reply is added to the ticket in Zendesk, a note is added to the alert in OpsGenie" mapping in "Zendesk -> OpsGenie" Update Section.

For OpsGenie to Zendesk updates:
OpsGenie to Zendesk action mappings are available for all of the integration flows. Use this action mapping to map different OpsGenie actions to different Zendesk actions. For example, add an internal note to the Zendesk ticket, when the related incident is resolved in OpsGenie. In order to do this, define "If incident is resolved in OpsGenie, an internal note is added to the ticket in Zendesk". mapping in "OpsGenie -> Zendesk" Update Section.

New Integration Framework Supporting Incidents for ITSM & Ticketing Tools

The functionality of the new Zendesk integration applies to all our ITSM and Ticketing tools. There are four new incident flows, rules that can create incidents automatically under certain user-defined events, and action mapping that correlates different OpsGenie actions to different integrated system actions, or vice versa. You will have to designate usage of the new framework when creating a new ITSM tool integration to follow one of the four flows, which are:

  • Creating alerts in OpsGenie when a ticket/issue/incident is created in the integrated system
  • Creating incidents in OpsGenie when a ticket/issue/incident is created in the integrated system
  • Creating tickets/issues/incidents in the integrated system when an alert is created in OpsGenie
  • Creating tickets/issues/incidents in the integrated system when an incident is created in OpsGenie

For more information on the new Zendesk integration supporting incidents, see our documentation or Zendesk support. To learn more about our new Integration Framework, please see this document.

Sign up for a free, 14-day free trial of OpsGenie to start using incidents in Zendesk today.