How To Integrate Zendesk with PagerDuty

Zendesk is a popular web-based ticketing system.  This guide will show you how you can use Zendesk’s built-in functionality to integrate it with PagerDuty.  This allows you to send notifications to your team even if it’s after hours. The PagerDuty system allows you to define how and when members of your team should be notified.  If you are having trouble completing the installation, please contact us.

In PagerDuty:

  1. In your account, under the Services tab, click the + Add New Service button.
    Add a PagerDuty Service
  2. Enter a name for the service and select an escalation policy.
  3. Start typing “ZenDesk” under “Integration Type” to filter your choices.
    ZenDesk
  4. Click the Add Service button.
  5. Once the service is created, you’ll be taken to the service page. On this page, you’ll see the Integration email address, which will be needed when you configure Zendesk to send tickets to PagerDuty.
    PagerDuty Service Information

In Zendesk:

Setting up an Email Target:

  1. Click on the Admin cog in the lower left of the Zendesk UI.
    Zendesk Admin Page
  2. Under SETTINGS click on Extensions.
    Zendesk Extensions
  3. Click on the Targets tab and then select add target.
    Add a Zendesk Target
  4. Locate the icon for Email target and click on it.
    Add Email Target
  5. Fill out the Title, Email Address (of the service), and Subject line.  The subject can use Zendesk placeholders.  The subject is what you will see within your PagerDuty alert.  Note:  The email address is the integration email that you created earlier.
    Configure Email Target
  6. Change the Dropdown to Create target and click Submit.

Setting up a Trigger:

  1.  Click on the Admin cog in the lower left of the Zendesk UI.
    Zendesk Admin Page
  2. Under BUSINESS RULES click on Triggers.
    Triggers
  3. Click on add trigger.
    Add a Zendesk Trigger
  4. Enter a Trigger title and adjust the conditions to which you want to trigger a PagerDuty alert.  The below example will trigger a PagerDuty alert any time that a new Zendesk ticket is opened.  Under the Perform these actions section, select Notifications: Notify target and select the target that you created earlier.  Enter a message that you would like to include within the PagerDuty notification.  This field is also customizable with Zendesk placeholders.  Click on Add trigger when you’re done with your configuration.
    Zendesk Trigger Settings
    Below is the text that we used for the example message:

    A new Zendesk ticket (#{{ticket.id}}) has been created.
    
    To review the status of the ticket and add updates, follow the link below:
    
    http://{{ticket.url}}
    
    {{ticket.comments_formatted}}

Integration in Action:

Now when you receive a ticket within Zendesk:
Zendesk Ticket
a corresponding incident will also be triggered within PagerDuty:
PagerDuty Incident Has Been Triggered

PagerDuty Incident Details

FAQ

Will Zendesk tickets automatically resolve PagerDuty incidents?

Unfortunately, no, not at this time.  This integration is a one-way integration that allows for Zendesk tickets to trigger incidents within PagerDuty.

How do I setup Zendesk to work with multiple PagerDuty services?

In order to use Zendesk with multiple PagerDuty services, you would setup multiple PagerDuty services, Zendesk email targets and triggers.

If you run into any problems with the integration, please contact our support team for assistance.