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Zendesk

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Zendesk Dashboard

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.

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, e.g. “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.

Using Zendesk Triggers to forward logs

Zendesk admins can leverage Datadog Log’s HTTP Endpoint and Zendesk triggers to send arbitrary JSON payloads to Datadog.

To create a target:

  1. Visit https://<YOUR_DOMAIN>.zendesk.com/agent/admin/extensions.
  2. Add a new target with Url argument: https://http-intake.logs.datadoghq.com/v1/input/<YOUR_DATADOG_API_KEY>?ddsource=zendesk with Method: POST and Content Type: JSON.

To create a target:

  1. Visit https://<YOUR_DOMAIN>.zendesk.com/agent/admin/extensions.
  2. Add a new target with Url argument: https://http-intake.logs.datadoghq.eu/v1/input/<YOUR_DATADOG_API_KEY>?ddsource=zendesk with Method: POST and Content Type: JSON.

Then, create an event every time a ticket is created:

  1. Visit https://<YOUR_DOMAIN>.zendesk.com/agent/admin/triggers.
  2. Add a new trigger.
  3. Determine the conditions in which the trigger should fire.
  4. In Actions, notify the relevant target created.
  5. Add a notification body in JSON format, for example:
{"assignee":"{{ticket.assignee.name}}",
"ticket_id":"{{ticket.id}}",
"ticket_url":"{{ticket.url}}",
"assigner":"{{current_user.email}}",
"type":"assignment"
}

Data Collected

Metrics

zendesk.ticket.count
(gauge)
The number of tickets per status and assignee.
zendesk.satisfaction.rating
(gauge)
The number of satisfaction ratings submitted today per rating and assignee.
zendesk.tickets_today
(gauge)
The number of tickets opened and solved today (UTC).
zendesk.recent_tickets
(count)
The rate of tickets opened and solved

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.

Further Reading

Knowledge Base

Zendesk Tickets

You can create new 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.