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Announcing Zendesk Integration — Enhance Your Customer Support

· 5 min read
Alper Sari

We are thrilled to announce the integration with Zendesk. 🎉 Zendesk is a customer service platform that helps companies build better relationships with their customers. With this integration, you can now enhance your customer support with Altogic. You can use Zendesk integration to operate tickets, users, organizations, and more.

Use Cases with Zendesk Integration​

With Zendesk integration, you can build many amazing apps. Here are some of the use cases you can build with Zendesk integration:

  • Ticket Management: You can use Zendesk integration to create, update, and delete tickets. You can also use it to get a list of tickets and get a specific ticket.

  • User Management: You can use Zendesk integration to create, update, and delete users. You can also use it to get a list of users and get a specific user.

  • Organization Management: You can use Zendesk integration to create, update, and delete organizations. You can also use it to get a list of organizations and get a specific organization.

note

On top of that, you can also use Slack integration to send notifications to your Slack channel when a ticket is created or updated.

How to Use Zendesk Integration​

1. Create a Zendesk App​

First, you need to create a Zendesk app. You can follow the steps in this article to create a Zendesk app.

2. Adding Slack API Key to Altogic​

note

In this video we will configure Zendesk webhook to send the data to the Altogic endpoint and save the data in the tickets model and send notification to Slack. This is why we are using Slack API Key now. You can also use Zendesk nodes to make operations on tickets, users, organizations, such as create, read, update and more.

Zendesk Integration nodes

You can find the Zendesk nodes in the Zendesk category of the Altogic Designer:

Zendesk Nodes

After creating a Zendesk app, you need to add the Slack API key to Altogic in order to send notifications to your Slack channel. You can simply get the Slack API key from your Slack app settings. You can follow the steps in this article to get the Slack API key.

3. Creating a new data model and endpoint for Zendesk Webhook​

Before creating a new data model and endpoint for Zendesk Webhook, let's take a look to the below diagram, which shows the flow of the Zendesk integration including sending notifications to Slack when a ticket is created or updated.

Business Flow
Flowchart of the business logic

Now, let's open Altogic Designer and create a new model. Click on the Add button and select Model from JSON. Copy and paste the following JSON to the editor and click on the Next button.

The response json will be as follows:

{
  "id": 35436,
  "priority": "high",
  "status": "open",
  "subject": "Help, my printer is on fire!",
  "description": "The fire is very colorful.",
  "ts": "1234.123"
}

After controlling the field types you can click Next and define model name as tickets and click Finish.

Watch the video below to see how to create a new model and endpoint for Zendesk Webhook. And learn how to define webhook in Zendesk.

tip

In this example we will use the tickets model to create a new endpoint for Zendesk Webhook. At the triggering of the Zendesk Webhook, the data will be sent to the endpoint and the data will be saved in the tickets model.

We have configured webhook in Zendesk to send the data in the following format in the video.

{
  "id": "{{ticket.id}}",
  "priority": "{{ticket.priority}}",
  "status": "{{ticket.status}}",
  "subject": "{{ticket.title}}",
  "description": "{{ticket.latest_comment}}"
}

4. Crafting the Business Logic​

After the model and webhook endpoint are created, we can craft the business logic to send notifications to Slack when a ticket is created or updated. To do that, visit the Services view of the Altogic Designer and follow the steps as shown in the video below.

In the video, you can see the steps for crafting business logic to send notifications to Slack, when a ticket is created we will send a notification to Slack with the ticket subject and description, when the ticket is updated we will add replies to the Slack thread.

Conclusion​

In this integration guide, we have learned how to send notifications to Slack when a ticket is created or updated in Zendesk. We have also learned how to create a new data model and endpoint for Zendesk Webhook. We have also integrated bunch of Zendesk nodes to make operations on tickets, users, organizations, and more.

If you have any questions, please feel free to reach out to us at community forum or discord channel.