How to Connect Zendesk With Zepel

Zendesk is a customer support software that lets you respond to customer queries, issues, and bugs quickly.

By connecting Zendesk with Streams in Zepel, you can send customer tickets and prioritize issues and bugs reported by your customers effortlessly.


Before you begin:

  • Make sure you’re logged in to your Zendesk account and have Streams subscription enabled in your Zepel account.

  • Make sure you are the admin of the Zendesk account.

IN THIS PAGE

  1. Connecting Zendesk with Zepel
    1. Create an Extension in Zendesk
    2. Create a Trigger in Zendesk

Connecting Zendesk with Zepel

Connecting Zendesk with Zepel is a two step process that requires you to:

  1. Create an Extension in Zendesk
  2. Create a Trigger in Zendesk

Create an Extension in Zendesk

  • In your Zepel account and navigate to the Streams tab.

  • Click on the Add Source button.

Streams Add Source Button

  • A pop-up will appear with a list of sources available.

Streams Sources Catalog

  • Click on Zendesk to connect it with Zepel.

  • Click Enable Zendesk.

  • Copy the secret Webhook URL that is generated for your account.

Zendesk Webhook URL

  • Head over to Zendesk’s Settings.

  • From the left side bar, scroll down to Settings section.

  • Click Extensions.

Zendesk Extensions

  • Click Add Target.

Zendesk Add Target

  • Select HTTP Target.

Zendesk HTTP Target

  • Give your target a recognizable name.

NOTE: You will need to select this target at a later step.

  • Paste the secret webhook URL you copied from your Zepel account in the URL field.

Zendesk Webhook URL

  • Change the method to POST.

Zendesk Post Method

  • At the bottom of the form, make sure to change Test Target to Create Target.

Zendesk Create Target

  • Click Submit.

Create a Trigger in Zendesk

  • Head over to Zendesk’s Settings.

  • From the left side bar, scroll down to Business Rules section.

  • Click Triggers.

Zendesk Triggers

  • Click Add Trigger.

Zendesk Add Trigger

  • Give your trigger a name and a description.

  • Under Conditions, you can set under what condition you’d like to send the ticket to Zepel. You can get as creative as you’d like.

  • An example condition:

Meet all of the following conditions:

  1. Comment is Private

  2. Comment text contains the following string Send to Zepel

This way, when you add Send to Zepel as a private comment to any ticket, the corresponding ticket will automatically be sent to Zepel.

NOTE: You can choose to set any type of condition that suits your business needs.

Zendesk Trigger Conditions

  • Once the conditions are added, under the Actions sections, click Add action.

  • Select Notify target from the drop down menu.

Zendesk Actions

  • You will now be presented with a list of targets you created in your account.

  • Select the target name you created while creating an extension.

  • Once you select the target, a JSON editor will appear below.

  • Paste the following into the JSON editor:

{
"id": "{{ticket.id}}",
"title" : "{{ticket.title}}",
"description" : "{{ticket.description}}",
"url": "{{ticket.url}}",
"user_name": "{{current_user.name}}",
"user_email": "{{current_user.email}}",
"user_id": "{{current_user.id}}"
}
  • Click Create.

Your Zendesk tickets will be sent to Streams in Zepel every time the trigger conditions are met.