Zendesk Integration

With Event Manager and Zendesk integration, issue tickets are generated automatically for all new controlled events detected in your Event Manager environment.

Easy, direct integration of Event Manager and Zendesk saves you a lot of manual work and completely automates the reporting of Event Manager controlled events into your organization's Zendesk support portal.

Configuration of Zendesk

The following instructions explain how to set up the integration of Zendesk and Event Manager.

1. Sign-in to your Zendesk instance as an admin to get your API Token for Event Manager. You'll need this API Token to complete the integration in Event Manager.

2. Open Settings > API and create a new API Token.
3. Copy the  API Token and click Save.

Configuration within Event Manager

The following instructions explain how to set up a direct Zendesk integration within your Event Manager environment:

1. Navigate to Configuration Home > Settings > Advanced Alert and Automation Configuration.

2. From the Alarms tab, expand Event Manager and select Send Event Assigned to Zendesk to send an alert each time an event is assigned to a user. Alternatively, select Send Security Alert Event to Zendesk to send an alert each time a Security Control with enabled notifications triggers an alert.
3. In the Send Event Assigned to Zendesk (or Send Security Alert Event to Zendesk) panel, click the Actions tab and against Run An External Application, click the Edit icon.
4. In the Parameters field, enter the Freshdesk endpoint URL, User mail and API token replacing _ZENDESKURI_, _ZENDESKUSERMAIL_ and _ZENDESKAPIKEY_ text (as shown below).

Once you’ve successfully set up a connection between Event Manager and Zendesk, tickets in Zendesk are automatically created for all Event Manager controlled events, as shown below.