Overview

Zendesk is a customer service and support ticket platform for receiving, tracking, and responding to inquiries from customers. Enable this integration to see ticket metrics in Datadog and to create and update tickets from Datadog.

Integrate with Zendesk to:

• Monitor and graph ticket count metrics by status, user, and satisfaction rating.
• Receive a Datadog event each time a new Zendesk ticket is opened.
• Create and update tickets using @zendesk mentions in monitor notifications.
• Collect Audit logs to control your data retention and leverage Cloud SIEM detection rules.
• Collect Access logs for read/write API activity (REST and GraphQL) and pair with Cloud SIEM detection rules for brute force, bulk data egress, and admin actions from new IPs.
• Visually replay user-facing issues with Zendesk and Datadog Session Replay

Setup

Installation

To install this integration generate a Zendesk API Token:

1. Navigate to the API settings page by clicking the Admin gear icon from the left menu, then selecting API from the Channels section of the menu item list.
2. Enable Token Access if it is not already enabled.
3. Click the plus symbol to create a new token.
4. Set the API Token description to something informative, such as “Datadog-Zendesk Integration”.
5. Copy the API Token. Important: You need to temporarily save this token, because it is hidden once saved.
6. Click Save.

To complete the integration, enter your information in Datadog:

1. Navigate to the Zendesk integration tile and click on the Configuration tab.
2. Enter your Zendesk domain. This is the text that appears before zendesk.com. For example, if your Zendesk URL is https://my-company.zendesk.com, your domain is my-company.
3. Enter your Zendesk username.
4. Enter the Zendesk API Token you received in step 5 above.
5. Click the Install Integration button.

Zendesk RUM App installation

Datadog Real User Monitoring allows you to view user sessions for your app to understand the performance and errors for the end users, identify bottlenecks, and analyze user analytics trends over time.

The Datadog RUM app lets your support staff view recent Datadog RUM sessions linked to the user who created the currently selected Zendesk ticket.

1. Follow the installation instructions for the integration.
2. Navigate to the Datadog RUM App in the Zendesk Marketplace and click Install.
3. Configure the installation settings for the app:
   1. Datadog API and Application keys can be found in your organization settings. Paste these keys respectively.
   2. Navigate to the Zendesk integration tile and copy the Secret Key under the RUM App Settings tab. Paste this key under the Secret Key setting for the app.
   3. Enter your Datadog site. For example, us1, eu1, us3, us5, ap1, ap2, or fed.
4. Navigate to the Zendesk integration tile.
5. Under the RUM App Settings tab, pick a value for the user binding from the dropdown list. This is the user attribute that the app uses to query the RUM sessions from the Zendesk ticket requester.
6. Click Save.
7. Navigate to a Zendesk ticket on your account and click on the Datadog RUM sidebar app to view the user’s RUM sessions.

Data Collected

Metrics

Events

This integration generates an event each time a new Zendesk ticket is opened.

Service Checks

The Zendesk integration does not include any service checks.

Logs

The Zendesk integration collects two types of logs.

Audit logs

Audit logs capture configuration changes (user, group, role, automation, and trigger changes) and are collected using the Zendesk Audit Log API.

Note: A Zendesk Enterprise plan is required to collect audit logs.

Access logs

Access logs capture every read and write API request against your Zendesk org — REST and GraphQL, agent and admin activity. Each record includes the timestamp, user ID, source IP, HTTP method, status code, URL, response size, and the type of authentication used. Access logs are collected using the Zendesk Access Log API.

To enable access log collection:

1. Confirm your Zendesk org has the Advanced Data Privacy and Protection (ADPP) add-on — without it, the Access Logs API returns 403 “Not Enabled”. You can verify this under Admin Center → Account → Subscription.
2. The configured user/token must belong to a Zendesk administrator.
3. In the Datadog Zendesk integration tile, toggle on the Enable Access Logs option and save.

After saving, access log records start appearing in Log Explorer with source:zendesk @vendor.endpoint:access_logs within a few minutes. Datadog ships pre-configured saved views (All Access Logs / Errors / GraphQL Operations / Session Auth) and Cloud SIEM detection rules (credential brute force, bulk data egress, admin actions from a new IP) for this stream.

Features

Create tickets

You can create Zendesk tickets and assign them to a group. First add the group name in the Datadog Zendesk integration tile, then use @zendesk-group-name in your Datadog monitors and annotations. For example, to create a ticket and assign it to the Zendesk group Support, add the group and use @zendesk-support.

Troubleshooting

Need help? Contact Datadog support.

Further Reading

Más enlaces, artículos y documentación útiles:

Visually replay user-facing issues with Zendesk and Datadog Session ReplayBLOG ZendeskDOCUMENTATION