Here's how the Zendesk integration works: you connect Zendesk to Steady with a webhook URL, and Steady will match up Zendesk ticket activity to your team members based on their email addresses. Then, their Zendesk activity appears on the Activity page and alongside their check-ins, automatically.
Here are the steps to take to set it up:
Step 1: Visit the Account Management - Integrations page in Steady, click open the Zendesk panel, and copy the unique URL there to your clipboard.
Step 2: Visit the "Admin Center" section of Zendesk, open the "Apps and integrations" menu, and select "Webhooks".
Step 3. Select "Create webhook."
Step 4. Select "Trigger or automation" and click "Next"
Step 5. 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"
Step 6. 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.
Step 7. Select "Add trigger"
Step 8. 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 7 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.