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Zendesk

To learn more about how Steady's Zendesk integration works, see our Zendesk integration overview.

Set up

To set up the Zendesk integration:

  1. Visit the Account Management - Integrations page in Steady
  2. Open the Zendesk panel and copy the URL to your clipboard.
  3. Visit the Admin Center section of Zendesk
  4. Open the Apps and integrations menu, and select Webhooks

  1. Select Create webhook.
  2. Select Trigger or automation and click Next
  3. Fill in the HTTP target form:
  • Use "Steady Notification Webhook" for the name
  • Paste the URL from Step 1 into the Endpoint URL field
  • Leave "POST" for Method
  • Leave "JSON" for Content Type
  • Leave "None" for Authentication
  • Click "Create webhook"
  1. Now we need to connect the webhook to a trigger. Go to the Admin Center and click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Select Add trigger
  3. Fill out the form
  • Use "Notify Steady of solved tickets" for Trigger Name
  • Select "Notifications" for the Category
  • Add a condition of "Status Is Closed" under Conditions
  • Select "Notify active webhook" and "Steady Notification Webhook" under actions
  • Fill in the code below for JSON Body
  • Click the Create button
{
"event": "ticket_solved",
"ticket": {
"id": "{{ticket.id}}",
"title": "{{ticket.title}}",
"url": "{{ticket.url}}",
"assignee": {
"name": "{{ticket.assignee.name}}",
"email": "{{ticket.assignee.email}}"
}
}
}

That's it! Solved tickets will now be recorded in Steady. You can repeat Step 9 for "ticket_closed" (closed) tickets or "ticket_updated" (updated) tickets too.

Troubleshooting

  • Look for updates on the Activity page first. The check-ins on the dashboard will sum up Zendesk updates from the previous period. (The check-ins essentially say "here's what I did yesterday, and here is all the Zendesk activity to go along with that.)
  • Make sure that the ticket assignees in Zendesk match up either by email or name with the email or name of the people on your team in Steady.