Zendesk

Zendesk is an on-demand customer support help desk. Stories created from Zendesk tickets will be linked to the corresponding ticket, and you will see a link to the Zendesk ticket on the story. Comments added to the story in Tracker will be pushed to Zendesk as a private comment. All story state changes in Tracker will add a private comment to the Zendesk ticket. When a Zendesk ticket in the New status is started in Tracker, the ticket will be transitioned to Open.

How to create a Zendesk integration

Go to the INTEGRATIONS tab in your project view, click Add an integration, and select Zendesk.

Project

This is the integration’s associated project.

Name

The is the name of the integration. You’ll see this when you view a list of integrations.

URL

This is your Zendesk URL (e.g., https://yourcompany.zendesk.com), or any vanity URL you have configured (e.g., https://support.yourcompany.com).

Zendesk user email

The is the email address of the Zendesk user that you want to use for integration purposes. We recommend you create a Zendesk user specifically for the integration.

Zendesk user password

This is the password of the Zendesk user that you want to use for integration purposes.

View ID

This lets you control which tickets are shown in the Zendesk Import panel by specifying the ID of a Zendesk view. You can find a view’s ID by clicking on a view in Zendesk and looking at the URL of the page (e.g., https://yourcompany.zendesk.com/rules/5678 or https://yourcompany.zendesk.com/agent/#/filters/5678). The view ID is the number at the end of your Zendesk URL. In this example, it is 5678. You can use either one of the default views (e.g., “All unresolved tickets”) or a custom one.

Enabled

This determines whether or not the integration is enabled. Toggle this if you would like to disable an integration but not delete it.

Update comments

If enabled, comments created in Tracker will be added to the linked Zendesk ticket.

Update state

This determines whether or not to add a state change comment about a Tracker story to its associated Zendesk ticket.

Creating Tracker stories using the Zendesk integration

Once you have created a Zendesk integration in your project, you will see an icon for it in the sidebar of your project story view. This will open a new panel showing the Zendesk tickets in the ‘view’ you have used from Zendesk.

Tracker stories can be created by dragging a ticket from this panel into your Backlog or Icebox.

Troubleshooting your Zendesk integration

• The integration might fail if the view you have chosen returns too many results. There isn’t a numeric limit, but the integration will timeout if it takes more than 60 seconds to retrieve all results, due to number of tickets, Internet speed, or the size of the tickets. Try creating another view that returns a smaller set of tickets for your integration.
• Please make sure the Zendesk user chosen for the integration still has access to the specified view ID.
• The integration requires that password access to Zendesk’s API be enabled. You can make sure that it’s enabled by following these steps:
  1. Access the Zendesk Admin menu by clicking the cog icon in the sidebar on the left.
  2. Under the Channels section, choose API.
  3. Make sure Password access is enabled.
• The integration won’t be able to authenticate through Zendesk if two-factor authentication is enabled. To verify this, follow these steps:
  1. Access the Zendesk Admin menu by clicking the cog icon in the sidebar on the left.
  2. Under the Settings section, choose Security, then click the Global tab.
  3. Make sure Require two-factor authentication is unchecked.

If you’re still experiencing issues, please email support@pivotaltracker.com—we’re happy to help!