Zendesk

Zendesk logo

Zendesk is an on-demand customer support help desk. Stories created from Zendesk tickets will be linked to the corresponding ticket, and you will see a link to the Zendesk ticket on the story. Comments added to the story in Tracker will be pushed to Zendesk as a private comment. All story state changes in Tracker will add a private comment to the Zendesk ticket. When a Zendesk ticket in the New status is started in Tracker, the ticket will be transitioned to Open.

To integrate your project with it, select Zendesk from the dropdown on your project’s Integrations page and enter the following information:

URL

This is your Zendesk URL (e.g., https://yourcompany.zendesk.com), or any vanity URL you have configured (e.g., https://support.yourcompany.com).

Zendesk User Email

The is the email address of the Zendesk user that you want to use for integration purposes. We recommend you create a Zendesk user specifically for the integration.

Zendesk User Password

This is the password of the Zendesk user that you want to use for integration purposes.

View ID

This lets you control which tickets are shown in the Zendesk Import panel by specifying the ID of a Zendesk view. You can find a view’s ID by clicking on a view in Zendesk and looking at the URL of the page (e.g., https://yourcompany.zendesk.com/rules/5678 or https://yourcompany.zendesk.com/agent/#/filters/5678). The view id is the number at the end of your Zendesk URL. In this example it is 5678.”You can use either one of the default views (e.g., “All unresolved tickets”) or a custom one.

Troubleshooting your Zendesk integration

  • The integration might fail if the view you have chosen returns too many results. There isn’t a numeric limit, but the integration will timeout if it takes more than 60 seconds to retrieve all results, due to number of tickets, Internet speed, and/or the size of the tickets themselves. Try creating another view that returns a smaller set of tickets for your integration.
  • Please make sure the Zendesk user chosen for the integration still has access to the specified view id.
  • The integration requires that password access to Zendesk’s API be enabled. You can make sure that it is by following these steps:
    1. Access the Zendesk Admin menu by clicking the cog icon in the sidebar on the left.
    2. Under the Channels section, choose API.
    3. Make sure Password access is enabled.
  • The integration won’t be able to authenticate through Zendesk if two-factor authentication is enabled. To check this, follow these steps:
    1. Access the Zendesk Admin menu by clicking the cog icon in the sidebar on the left.
    2. Under the Settings section, choose Security, then click the Global tab.
    3. Make sure Require two-factor authentication is unchecked.

If you’re still experiencing issues, please email tracker@pivotal.io—we’re happy to help!

Previous
Bugzilla
Next
Get Satisfaction