Zendesk

To create tickets in Zendesk for Squadcast Incidents with the help of Outgoing Webhooks

Follow the below steps to configure the “Zendesk - Create Ticket” action via webhooks.

Authenticating Zendesk API

Zendesk's Create API is used here to create tickets in Zendesk for Squadcast Incidents

Note:

You should be having admin rights in Zendesk to access APIs.

The API can be authenticated in two ways.

1. Email & Password

   • The Email & Password of any user can be used to authenticate the API

   • Log on to Zendesk Admin Centre > Apps & Integrations > APIs > Zendesk API > Enable Password Access

2. API Key

   • The API Key and Email of any user can be used to authenticate the API

   • Log on to Zendesk Admin Centre > Apps & Integrations > APIs > Zendesk API > Enable Token Access > Add API Token > Copy the token and then click on Save

   

Generating Base-64 encoded string

To authenticate the API Base-64 encoded string has to be generated using the Email/API Key

1. Email and Password

   • Combine your email address and password with a colon. Example: [email protected]:pa$$w0rd.

   • Use any tool to generate Base-64 encoded string. Here we are using https://www.base64encode.org/
   • Base64-encode the resulting string. Example: amRvZUBleGFtcGxlLmNvbTpwYSQkdzByZA==

   • Copy the String

2. API Key

   • Combine your email address and API token to generate the authorization header. Example: [email protected]/token:6wiIBWbGkBMo1mRDMuVwkw1EPsNkeUj95PIz2akv

   • Use any tool to generate Base-64 encoded string. Here we are using https://www.base64encode.org/
   • Base64-encode the resulting string. Example: amRvZUBleGFtcGxlLmNvbS90b2tlbjo2d2lJQldiR2tCTW8xbVJETXVWd2t3MUVQc05rZVVqOTVQSXoyYWt2=

   • Copy the String

Using Webhooks to create Zendesk tickets for Squadcast Incidents

1. Navigate to Settings -> Webhooks.

2. Click Add Webhook. On the next screen, you will be guided through three steps. Navigate between these steps by clicking on any of the steps on the top bar.

3. Add Webhook Details:

   1. Webhook Name: Enter the webhook name as Zendesk - Create Ticket.

   2. Webhook Description (optional): Enter an optional description. For example - This webhook is for ticket creation in Zendesk for Squadcast Incidents.

   3. Failure Notification Email (optional): Enter an email where you want to receive failure notifications. This is particularly helpful when you (or an administrator) want to be notified of webhook-related failures.

   4. URL: Copy and paste the below API.

   5. Additional Headers: Add Key: Authorization and paste the Value: Base-64 encoded string copied above with the prefix Basic.

   https://domain.zendesk.com/api/v2/tickets.json

Note:

Replace the word “domain” in the URL with your Domain Name and make sure you have selected the POST request.

Under Additional headers, Content-Type: application/JSON is added by default.

Click Next: Choose Webhook Type, and navigate to the next step.

1. Choose Webhook Type: Choose Webhook type (Manual or Automatic) and add configurations.

   1. Manual Webhook: Manually trigger Webhooks under incidents, on demand. Under Manual Webhook, select the teams that are authorized to access the Webhook. You can select All Teams or enter specific Teams, from the drop-down.

Note:

Select this option only if you want to create Zendesk tickets manually on-demand. If you want a ticket, created automatically when certain conditions are met, please choose Automatic webhooks.

1. Automatic Webhook: Automatically trigger Webhooks when the configured conditions match. To set up Automatic Webhook Configurations:

   1. Versions: Select v2

   2. Triggers: Select the following Trigger events (conditions) for which the Webhook will be triggered:

      1. Incident Triggered (This will create a Zendesk ticket whenever a new incident gets triggered in Squadcast)

   3. Filters: You can apply filters on top of events, based on Teams, Services, Alert Sources, and Tags, by having an individual expression or a combination of expressions/expression groups.

Applying filters will trigger the webhook and create Zendesk tickets only for events that match the filter.

Click Next: Configure Payload, and navigate to the next step.

1. Configure Payload: Select the pre-configured template for Zendesk - Create Ticket. You can also test the Webhook by clicking the Test Webhook on the bottom right.

Note:

We have added the necessary fields in the template. You can change the Priority and Status according to your use case and can add additional ticket fields. You can also use this link to check the fields accepted by Zendesk API.

Click Save and your Webhook is created.

Have any questions? Ask the community.