# Zendesk

### What is Zendesk integration in ZigiOps?

Zendesk is a cloud-based customer service and IT service management platform used by organizations to manage support tickets, customer communications, and service workflows. It is widely used across customer support, IT helpdesk, and enterprise service management teams.

ZigiOps enables integration between Zendesk and ITSM, monitoring, and IT operations platforms. Supporting Basic Auth, Bearer Token, and OAuth authentication methods, ZigiOps connects Zendesk to external systems to support automated ticket creation, incident synchronization, and cross-team service workflows.

With ZigiOps, Zendesk can:

* Receive events from monitoring platforms such as OBM as Zendesk tickets
* Participate in bi-directional workflows between customer service and IT operations systems
* Support automated ticket creation and escalation based on monitoring alerts
* Integrate with ITSM and DevOps platforms without custom scripting

### Which Zendesk versions are supported?

{% hint style="info" %}
Please note that using a supported version is mandatory.
{% endhint %}

| Product | Supported Deployment Types | Supported Versions |
| ------- | -------------------------- | ------------------ |
| Zendesk | All                        | All                |

### Are there any environmental prerequisites for Zendesk?

{% hint style="info" %}
Confirm the prerequisites of the corresponding integration template before continuing, as some templates may not require all environmental prerequisites.
{% endhint %}

#### How do I create an API token in Zendesk?

1. Log in to your instance.
2. Go to **Settings > Channels > API > Settings** and click **Add API Token** to create a token.
3. Copy the newly generated token for further use.

#### How do I create an OAuth client in Zendesk?

1. Log in to your instance.
2. Go to **Settings > Channels > API > OAuth Clients** and click **Add OAuth Client** to create a client.
3. Copy the unique identifier (client ID) and the client secret for further use.

### How do I connect Zendesk to ZigiOps?

#### Zendesk - Connected System Configuration

Follow the steps below to add your Zendesk instance as a connected system.

{% stepper %}
{% step %}
Log in to ZigiOps

Log in to your **ZigiOps** instance.
{% endstep %}

{% step %}
Open Zendesk connected system setup

Navigate to **Connected Systems > Add New System > Zendesk**.
{% endstep %}

{% step %}
Configure the connection

Configure the following parameters:

**Server URL**\
Input the URL of your instance.\
Example: `https://example.zendesk.com`

**Authentication Type**\
Select the desired authentication type:

* **Basic Auth** - The platform will use the provided username and password for authentication.
* **Bearer Token** - The platform will use the provided username and client application ID for authentication.
* **OAuth** - The platform will use the provided username, password, client application ID, and client secret for authentication.

**Proxy Settings (optional)**\
Enables the usage of a proxy server.
{% endstep %}

{% step %}
Save the system

Examine the settings and, if they are correct, click **Save** to store the system.
{% endstep %}
{% endstepper %}

Once saved, Zendesk becomes available for use in ZigiOps integration templates.

### What are the most common Zendesk integration use cases?

#### Use case 1: OBM events to Zendesk tickets

Events from OBM (Operations Bridge Manager) can be automatically forwarded through ZigiOps to create Zendesk tickets, enabling customer service and IT teams to manage infrastructure events within their existing Zendesk workflows.

#### Use case 2: Bi-directional ITSM and customer service workflow automation

Zendesk tickets and records from ITSM platforms can be synchronized bidirectionally, ensuring that customer-reported issues and IT incidents are visible across both customer service and IT service management teams.

### What integration templates are available for Zendesk?

ZigiOps provides the following integration template for Zendesk:

* OBM events - Zendesk tickets

Templates are documented individually in the **Integration Catalog**.

### Summary

The Zendesk integration in ZigiOps enables:

* Three authentication methods: Basic Auth, Bearer Token, and OAuth
* Support for all Zendesk deployment types and versions
* API token and OAuth client setup in Zendesk Settings
* Event-to-ticket workflows from OBM and other monitoring platforms
* Bi-directional ITSM and customer service workflows
* Optional proxy configuration

ZigiOps allows Zendesk to participate in enterprise-grade customer service, ITSM, and IT operations ecosystems without requiring custom development.


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