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# Zendesk Outbound Integration

[Zendesk](https://www.zendesk.com/) is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities.

## In Zendesk: Create an API Token <a href="#api-token" id="api-token"></a>

1. Optional: create a dedicated ilert user in Zendesk. That way, you will be able to distinguish tickets created by ilert.

{% hint style="warning" %}
**Admin permission required**

To set up the integration, the Zendesk user must have agent permissions.
{% endhint %}

2. Go to admin settings, select the API channel, enable token access and create an API token.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_Q8VXhjy3L-FjErmV%2F-M9_QM01Iov6Lxki7_l9%2Fzd1.png?alt=media\&token=59863c35-cc75-4d34-8732-9f645efd441a)

3. You will need this API token later in ilert. Make sure to copy and store it. You won't be able to see it again in Zendesk. Click **Save**.

## In ilert: Create a Zendesk connector and link it with an alert source <a href="#alarm-source" id="alarm-source"></a>

{% hint style="info" %}
**Admin permission required**

To set up the integration, you must have admin rights in ilert.
{% endhint %}

1. **\*\*Click the gear icon and then click on the** Connectors\*\* link

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MVvPAJj6ASn-KnO5f4S%2F-MVvVEyvN3fXUo2aqmBu%2FScreenshot_16_03_21__15_46.png?alt=media\&token=7f6d05c8-befa-4aa7-af0e-51ab7d177b2c)

2. Click the **Add Connector** button

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MVvPAJj6ASn-KnO5f4S%2F-MVvVeIIkyW0rkE7P-0L%2FScreenshot_16_03_21__15_48.png?alt=media\&token=bf282036-0b4a-432d-8d75-51cf9ac4ebcc)

3. On the next page, choose **Zendesk Support** as type, name the connector, enter your zendesk URL in the form <https://{your-domain}.zendesk.com>, enter your Zendesk user **Email** and **API-Key** that you generated before *\*\** and click on the save button

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MgFiPdvtdLUQHcR1YzT%2F-MgFkvDkR_o6ki40KhED%2FiLert.png?alt=media\&token=20c58020-1136-4aad-a86b-4c7440272be6)

4. Go to **Alert sources** and select the alert source you want to connect with Zendesk. Click on **Alert Actions → Add new alert action**.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MgFiPdvtdLUQHcR1YzT%2F-MgFm-JTAvluHsxw_3lv%2FiLert.png?alt=media\&token=2ddb26a2-5bc4-4b34-98a9-1493d1d5bbf6)

5. On the next page choose **Zendesk Support** as the type, choose the connector created in step 3, name it, choose **Priority** of the Zendesk tickets and click on the **Save** button.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MgFiPdvtdLUQHcR1YzT%2F-MgFn5R47JP2FAhzSTTX%2FiLert.png?alt=media\&token=64cdcf5b-7037-4ddc-8822-755dcd748032)

6. You're done! You can now test this connection by clicking on **Test this connection**. A test ticket will be created in Zendesk.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MgFiPdvtdLUQHcR1YzT%2F-MgFnGXT-sSSnZyu5riz%2FiLert.png?alt=media\&token=6a896ec4-020b-4371-8b00-b7a73eb7642b)

## FAQ <a href="#faq" id="faq"></a>

**Are tickets updated in Zendesk if the alert is updated in ilert?**

Yes, status updates to ilert Alerts are reflected in the title of the Zendesk ticket, e.g. `RESOLVED` host compute.infra is `DOWN`.

**Can I choose which updates to publish to a ticket in Zendesk?**

Currently not. If that's something you'd like see in ilert, we look forward to your feedback via chat or e-mail.

## Related articles

{% content-ref url="../inbound-integrations/zendesk" %}
[zendesk](https://docs.ilert.com/integrations/inbound-integrations/zendesk)
{% endcontent-ref %}