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Zendesk Integration Guide

Zendesk is a popular customer support and ticket management system. Zendesk makes ticket management seamless, but failure to respond to urgent issues fast can give rise to customer dissatisfaction and potential loss of revenue. TaskCall's Zendesk integration addresses that very problem by streamlining communication between the customer support teams and IT-Ops and Dev-Ops teams so that important issues are prioritized and responded to in the fastest possible time.

TaskCall's Zendesk integration provides a feature rich console in Zendesk to manage TaskCall incidents. Incidents will sync up automatically as changes are made on either side. It gives customer support teams the ability to mobilize response from IT and Dev-Ops teams and keep the end customer updated all from a single platform.

Pointers
  • The integration utilizes both TaskCall services and API keys.
  • Incidents can be manually or automatically created in TaskCall from Zendesk.
  • Incidents will automatically sync up between TaskCall and Zendesk.
Features

TaskCall's Zendesk App is designed to significantly improve the speed and quality of customer service. It is a feature rich application that gives customer support teams the capability to direct and catalyze the response effort and draw in other arms of your company if needed.

  1. Automatically trigger incidents in TaskCall from Zendesk tickets based on custom conditions.
  2. Manually create incidents on any service in TaskCall from the Zendesk app console.

    Zendesk Integration Create Incident

    Zendesk Integration Create Incident Modal

  3. Take actions on the incident from within Zendesk by acknowledging, resolving, bringing in new responders, adding notes, posting status updates and more. The incidents will automatically sync up between Zendesk and TaskCall.

    Zendesk Integration Incident Details

Install TaskCall App in Zendesk
  1. Installation of the Zendesk TaskCall App requires an API token. It has to be created from TaskCall.
  2. In TaskCall, go to Configurations > API Access. Click New API Key.
  3. Give it a name and click Create.

    Zendesk Integration App Installation Step 1

  4. Copy the key once it is created. The key will only be shown once, and so you may want to save it somewhere secure if you need it again later.
  5. Now go into Zendesk. Go the Zendesk Marketplace.
  6. Search for TaskCall and from the application details screen click Install.
  7. In the modal that is shown select the Zendesk account you want to install the application in and click Install again.
  8. In the final step, paste the API key you copied over from TaskCall in the Token field.


  9. Zendesk Integration App Installation Step 2

  10. Click Install.
  11. Great! We are done with the first step of the integration. You can now start creating incidents in TaskCall and tracking them from within the TaskCall app console in Zendesk.
Set-up Automatic Triggers from Zendesk to TaskCall
  1. In order to set up the automated triggers we will first need a webhook endpoint issued by TaskCall. Hence, start by going back into TaskCall.
  2. Go to Configurations > Services . Select the service you want to integrate with.
  3. Once you are on the Service details page, go to the Integrations tab. Click on New Integration.
  4. Give the integration a name and from the integration types, select the top radio button indiciating that you are trying to use a built-in integration.
  5. From the list of built-in integrations, select Zendesk. Click Save.
  6. Copy the Integration Url that is issued for the integration.
  7. Now go back to Zendesk.
  8. We will first create a webhook endpoint and then create trigger rules.
  9. Go to Admin. Scroll down to the Settings section. Click on Extensions.
  10. Click add target on the top right corner.
  11. From the list of target types shown, select HTTP target.

    Zendesk Integration Trigger Step 1

  12. Give it a title and paste the Integration Url you copied over from TaskCall in the Url field. Set the Method as POST and the Content type as JSON. Then click Submit.

    Zendesk Integration Trigger Step 2

  13. Now go to Admin > Business Rules > Triggers.
  14. Click Add trigger on the top right corner.
  15. Give the trigger a name, a description and set the category as Notifications.
  16. Set the conditions of the trigger as per your need. We would recommend you set the conditions as when Ticket Is Created and Priority Is Urgent.
  17. Set the action by selecting the Notify target action type and choosing the TaskCall Target you created earlier. Then copy and paste the following JSON payload in the JSON body section:

    {
       "ticket_timestamp": "{{ticket.createdAt}}",
       "dedup_key": "Zendesk_{{ticket.id}}",
       "title": "{{ticket.title}}",
       "channel": "{{ticket.via}}",
       "priority": "{{ticket.priority}}",
       "requester_name": "{{ticket.requester.name}}",
       "status": "{{ticket.status}}",
       "description": "{{ticket.description}}",
       "link": "{{ticket.link}}"
    }


    Zendesk Integration Trigger Step 3

  18. Click Create.
  19. All done! Now incidents will be automatically created in TaskCall based on the conditions you have set for the trigger.
TaskCall-Zendesk Integration Workflow

TaskCall's Zendesk App is intended to streamline the customer service process. Here is an example of an ideal workflow with the integration.

  • A customer raises an urgent ticket for not being able to login to the customer portal.
  • Since it is the weekend, the customer service representative was unlikely to notice the ticket, but thanks to the TaskCall webhook trigger that was setup, he gets notified immediately through emails, push notifications, SMS, voice calls and chat-ops integrations. It is a little difficult to miss persistent notifications from all these channels!
  • He acknowledges the incident and lets the customer know that her issue is being attended to and adds the IT-Ops teams as responders on the incident.
  • While the IT-Ops team is being notified by TaskCall and are coming on-board, he adds in a note for them to give them more context for the issue.
  • He also posts an update on the status dashboard to keep all the stakeholders updated on the matter.
  • All this is happening right from Zendesk using the TaskCall app.
  • Once the IT-Ops team is done fixing the error, they resolve the incident.
  • The customer support representative can then let the customer know that the issue has been fixed and subsequently resolve the ticket.
  • The customer stays happy with the fast response and business downtime is reduced to the minimum.
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