Integrating with Zendesk

Overview

From a customer-impact standpoint, support tickets are one of the key indicators of which customers are being currently impacted by an incident. FireHydrant's Zendesk integration allows users to link Zendesk support tickets to an incident to help track customer impact and guide customer communications.

There are 2 parts to the Zendesk integration configuration:

  • Enabling the Zendesk integration from the FireHydrant Integrations page
  • Installing the FireHydrant Zendesk Marketplace app in Zendesk

Prerequisites

The Zendesk integration is only available for Enterprise-level FireHydrant accounts.

Configuring the FireHydrant Zendesk Integration

Prerequisites

A FireHydrant owner role is required to configure the Zendesk integration in FireHydrant. In order to install the FireHydrant Zendesk Marketplace app, you'll need to have a Zendesk administrator role. 

Installation

Navigate to the Integrations configuration page from the left-hand navigation bar.  Choose to add the Zendesk integration.

Screen_Shot_2022-07-14_at_9.17.55_AM.png

You will be prompted with the following dialog. FireHydrant recommends using a generic Zendesk admin account to authorize the connection.  This helps to prevent disruption should a named employee depart and their Zendesk account be decommissioned. Screen_Shot_2022-07-14_at_9.18.32_AM.png

Enter your Zendesk subdomain url, for example:

https://[your-company].zendesk.com/

Click Authorize Application. The integration details will appear, including date installed and the authorizer.

Uninstalling the Zendesk Integration from FireHydrant

From the Integrations page, choose to edit the Zendesk integration.  Click Uninstall Zendesk.

Configuring the FireHydrant Zendesk Marketplace App

The FireHydrant Zendesk Marketplace app allows support staff to create FireHydrant incidents.  If you prefer not to install the app, it is still possible to link Zendesk tickets to an incident from FireHydrant, but you won't be able to create new incidents or link existing FireHydrant incidents from Zendesk.

Prerequisites

Installation

From the Zendesk Marketplace, find the FireHydrant appClick Install.  

This will take you to the Zendesk Admin Center.  Provide the following information to configure the FireHydrant app:

  • Title of the FireHydrant environment
  • Bot token from FireHydrant
  • Zendesk role restrictions (optional)
  • Zendesk group restrictions (optional)

Click Install.

Screen_Shot_2022-08-31_at_4.43.49_PM.png

Removing the FireHydrant Zendesk Marketplace App

From the Zendesk Admin Center, find the FireHydrant app. Hover over the bottom right of app icon until you see the configuration icon appear.  From the configuration menu, select Uninstall.

Using the Zendesk Integration During Incident Response

Now you're ready to start using using the integration.  Learn more about creating FireHydrant incidents from Zendesk and associating Zendesk support tickets to FireHydrant incidents in our responder documentation.

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