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 in monitor notifications.
  • Collect Audit logs to control your data retention and leverage Cloud SIEM detection rules.

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.

Data Collected

Metrics

zendesk.ticket.count
(gauge)		The number of tickets per status.
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.

A Zendesk event in the Datadog Events Explorer

Service Checks

The Zendesk integration does not include any service checks.

Further Reading

Knowledge base

Create 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.

Troubleshooting

Need help? Contact Datadog support .