# Integrate OpManager with Zendesk

By integrating Zendesk with OpManager, your IT team gains a powerful advantage in handling operations and incident response. Zendesk provides a complete suite of cloud solution that equips organizations to handle customer inquiries, create automated processes, and improve team collaboration. By combining these strengths, you can automatically convert critical alerts into support tickets for timely resolution.

OpManager can be integrated with Zendesk using the **Custom Integration** option.

**Steps to perform in Zendesk**

1. [Login to your Account](https://www.manageengine.com/network-monitoring/help/configure-opm-zendesk.html#Login-to-your-Account)

**Steps to perform in OpManager**

1. [Create an Incident](https://www.manageengine.com/network-monitoring/help/configure-opm-zendesk.html#Create-an-Incident)
2. [Update an Incident](https://www.manageengine.com/network-monitoring/help/configure-opm-zendesk.html#Update-an-Incident)
3. [Close an Incident](https://www.manageengine.com/network-monitoring/help/configure-opm-zendesk.html#Close-an-Incident)
4. [Associate a Notification Profile](https://www.manageengine.com/network-monitoring/help/configure-opm-zendesk.html#Associate-a-Notification-Profile)

## Steps to perform in Zendesk

### Login to your Account

1. **Login to** [Zendesk](https://www.zendesk.com/login)
2. Navigate to **Admin → Apps and Integrations → API → API Configuration**.
3. Select "Allow API token access" and click **Save**.

![zendesk-login](https://www.manageengine.com/network-monitoring/help/images/zendesk-1.png)

4. In the same page (on the left side pane) click on **API tokens → Add**. Copy the **Token** before closing the tab.

## Steps to Perform in OpManager

Navigate to **Settings → General Settings → Integrations → New Custom Integration**

### Create an Incident

1. Fill in the integration details as follows:

   a. **API :** https://{subdomain}.zendesk.com/api/v2/tickets.json  
      1. subdomain : Replace this with your Zendesk unique identifier  
   b. **Integration Type :** Incident Management  
   c. **Method Type :** POST  
   d. **Headers :** `'Content-Type' : application/json`, `'Authorization' : Basic {Base64 encoded value of "login_email/token:{APIKEY}"}`  
      1. **login_email :** Your Zendesk Admin E-mail  
      2. **{APIKEY} :** Your Zendesk API token  
      3. **token :** Do not change this literal  
   e. **Payload Type :** JSON  
   f. **Data Type :** Raw  
   g. **API Key :** Paste the API copied from Zendesk  
   h. **Body Content :**

```json
{
   "ticket": {
      "comment": {
         "body": "$entity - $category"
      },
      "priority": "Urgent",
      "subject": "$message"
   }
}
```

![notification-profile](https://www.manageengine.com/network-monitoring/help/images/zendesk-2.png)

2. To verify your setup, click **Test Action** to confirm the configuration is correct. After a successful test, go to "Manage Incidents" to retrieve the Incident ID. This will generate a ticket_id, which you can use to update or close the corresponding incident in Zendesk.

![notification-profile](https://www.manageengine.com/network-monitoring/help/images/zendesk-3.png)

### Update an Incident

1. Fill in the integration details as follows:

   a. **API :** https://{subdomain}.zendesk.com/api/v2/tickets/$.ticket.id.json  
      1. subdomain : Replace this with your Zendesk unique identifier  
   b. **Method Type :** PUT  
   c. **Headers :** `'Content-Type' : application/json`, `'Authorization' : Basic {Base64 encoded value of "login_email/token:{APIKEY}"}`  
   d. **Payload Type :** JSON  
   e. **Data Type :** Raw  
   f. **Body Content :**

```json
{
   "ticket": {
      "comment": {
         "body": "$entity - $category"
      },
      "priority": "Urgent",
      "subject": "$message"
   }
}
```

![notification-profile](https://www.manageengine.com/network-monitoring/help/images/zendesk-4.png)

### Close an Incident

1. Fill in the integration details as follows:

   a. **API :** https://{subdomain}.zendesk.com/api/v2/tickets/$.ticket.id.json  
      1. subdomain : Replace this with your Zendesk unique identifier  
   b. **Method Type :** DELETE  
   c. **Headers :** `'Content-Type' : application/json`, `'Authorization' : Basic {Base64 encoded value of "login_email/token:{APIKEY}"}`  

![notification-profile](https://www.manageengine.com/network-monitoring/help/images/zendesk-5.png)

2. Click **Save** to finalize the configuration.  
3. Click on **Configure Now** to set up the Notification Profile.

![configure notification profile](https://www.manageengine.com/network-monitoring/how-to/images/opm-notificationprofile-2.png)

### Associate a Notification Profile

1. After clicking "Configure Now", you will be redirected to the Notification Profile page.  
2. Click on **Custom Integration**.  
3. Select **Zendesk** from the list.

![Zendesk Configuration](https://www.manageengine.com/network-monitoring/how-to/images/opm-zendesk-5.png)

4. Learn more about configuring [criteria](https://www.manageengine.com/network-monitoring/help/configuring-notifications.html#criteria-notifications), [devices](https://www.manageengine.com/network-monitoring/help/configuring-notifications.html#select-devices), and [time window](https://www.manageengine.com/network-monitoring/help/configuring-notifications.html#applying-time-window) in notification profiles [here](https://www.manageengine.com/network-monitoring/help/configuring-notifications.html?custom_integration_zendesk).  
5. Click on **Save** to finalize the integration.

## Verifying the Integration

Trigger a test alert from OpManager and check your Zendesk dashboard to confirm that a ticket has been created successfully.

![Zendesk Configuration](https://www.manageengine.com/network-monitoring/help/images/zendesk-6.png)

[Know more about OpManager integrations](https://www.manageengine.com/network-monitoring/integration.html?custom_integration_zendesk)

[Know more about dynamic variables used in request bodies](https://www.manageengine.com/network-monitoring/faq/what-are-dynamic-variables.html?custom_integration_zendesk)