Integrating Zendesk with Team-One

Zendesk to

Zendesk is a leading cloud-based customer service platform that provides specialized features for customer engagement, customer self-service, and customer support to more than 300 million people world-wide.

Team-One is the real-time communication, collaboration and task management platform that helps you communicate with colleagues, remote teams and clients from anywhere, anytime and any device, with seamless video conferencing, audio calling, screen sharing and real-time messaging.

You can easily and immediately connect Zendesk to Team-One by adding the following integration or others.

Send a direct message to a member of your Organization when you get a new Zendesk ticket

Post a direct message to a member of your Organization when your Zendesk trigger fires.
Create a Zendesk URL target using the Webhook URL as the base URL and "message" as the attribute name. Invoke this target from an arbitrary Zendesk trigger.

Step 1: Log In

Go to your Zendesk portal and log in.

Step 2: Go to Extensions

At the bottom of the Zendesk navigation menu, select "Extensions" to visit the Zendesk extensions page.

Step 3: Add Target

From the Extensions page, choose "Add Target".

Step 4: URL Target

From the list of target options, choose "URL target".

Step 5: Create the Target

Now fill out the "URL target" form.

  • In the Title field enter a brief descrption of the action. The exact value doesn't matter -- this field is only for your use, the value is ignored by both Zendesk and this service.

  • In the Url field enter the "Web Hook" URL as found above.

  • In the Attribute Name field enter the text message. We'll define the content of the message itself in a moment when we create the Zendesk "trigger" that will invoke this "target".

  • The Method and Basic Authentication fields can be ignored. Their default values (GET and blank, repsectively) are sufficient.

Once you've filled out the form, select the "Create Target" action at the bottom of the page and click the "Submit" button to submit the form.

(You may use the "Test Target" action first if you'd like.)

Step 6: Go to the Trigger Page

Now that you've created your "target" you still need to create a "trigger" that will actually invoke the Web Hook.

Click on the "trigger" link to begin that process.

Note that the "Trigger" link can always be found under "Business Rules" in the Zendesk navigation menu.

Step 7: Add a Trigger

Click on the "add trigger" link to create a new trigger.

Step 8: Create the Trigger

Now fill out the form to create the trigger.

You can use any value for the Title and conditions that you'd like.

The Title field is for your use, the exact value is ignored by both Zendesk and this service.

The conditions are used by Zendesk to determine when to invoke the "target" Web Hook. For example, in the screenshot below we've configured Zendesk to invoke the Web Hook whenever a new ticket is created.

Under Perform these actions you must choose "Notifications: Notify target" and then select the target you created in step 5 above.

In the Message field you must enter the text you'd like to appear in the chat message.

You can use a static value such as "New ticket created." in this field, however you can also use Zendesk's "placeholders" to include information from the relevant ticket. For example, the pattern {{ticket:title}} will be replaced by the title (subject) of the ticket that triggers this action.

Click the "Available Placeholders" link to learn more about how to include Zendesk fields in your chat message.

Once you've completed the form click on the "Create trigger" button to save your changes.

Step 9: All Done

The integration is complete. The Web Hook should be invoked whenever the trigger criteria set up in Step 8 are met.

If you'd like to use this same target for additional triggers, you may repeat steps 6 through 8 as often as you'd like.