PagerDuty + Zendesk

Create tickets on Zendesk for new or updated incidents on PagerDuty

If your support team needs to be aware of PagerDuty incidents the moment they happen, this PagerDuty Zendesk integration is an excellent choice. Once active, it will trigger for each new or updated incident on PagerDuty, creating a new ticket on Zendesk with everything you need to ensure nothing critical ever gets overlooked.

When this happens...
New or Updated Incident
Triggers when new incidents are created, or when existing incidents change state.
TriggerInstant
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Create Ticket
Triggers when a new ticket is added (Zendesk may take an hour to make tickets available via their API with this trigger).
ActionWrite

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Supported triggers and actions

What does this mean?

- Event Type
  Only watch for events of this type.
- Assigned To
- Service IDRequired
  Please enter the service id for which you are expecting the webhook event
Trigger
Instant
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- Integration KeyRequired
  We will resolve an incident on this service. Note: Only API call services will work. Email integration will not work if selected.
- Incident KeyRequired
  Give a string that uniquely identifies an open incident (even if many events are received for it) so that you don't get alerted multiple times. Learn more here.
- Incident Key Filter Regex
  If you want to only use part of the incident key field, give a regular expression to parse part out. Learn more here.
- Description
  These notes will be added to the associated incident.
Action
Write
- ScheduleRequired
- Start TimeRequired
  Limit matches by start time. Can be something like +1 month to only show events with a start time later than in a month from now.
- End TimeRequired
  Limit matches by end time. Can be something like +1 month to only show events with an end time later than in a month from now.
Action
Search
New Organization
Triggers when a new organization is added to Zendesk.
Trigger
Scheduled
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- TicketRequired
  Choose the ticket to watch for activity (audits). Shows recent tickets.
Trigger
Scheduled
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New User
Triggers when a new user is created.
Trigger
Scheduled
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- NameRequired
  Must be unique. Zendesk does not allow duplicate organizations with the same name.
- Details
  In this field you can store any details about the organization. e.g. the address
- Notes
  In this field you can store any notes you have about the organization.
- Tags
  Comma-separated list of tags you want to apply to the new organization.
- Domain Names
  Comma-separated list of domain names to automatically associated with this organization (format: "zapier.com, google.com").
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Shared Tickets
  End users in this organization are able to see each others tickets.
- Shared Comments
  End users in this organization are able to see each others comments on tickets.
Action
Write

- TicketRequired
- CommentRequired
- FileRequired
Action
Write
- TicketRequired
  Choose which ticket to update.
- TagsRequired
  A list of tags to add to the ticket.
Action
Write
- TicketRequired
  Choose which ticket to update.
- Subject
- Assignee
  Note: the assignee must be in the default group (or specific group selected below) else an error will occur.
- Group
  Assign this ticket to a group.
- New Status
- New comment to add to the ticket.
- Should the first comment be public?
- Tags
  A comma separated list of tags.
- Type
- Priority
- Submitter
  If selected, this person will be set as the submitter of the ticket. Defaults to the Requester.
Action
Write
- NameRequired
- EmailRequired
  Must be unique. Zendesk does not allow duplicate users with the same email address.
- Details
- Notes
  In this field you can store any notes you have about the user.
- Phone
  Phone number for this user (format: +1 (555) 123-4567).
- Tags
  Comma-separated list of tags you want to apply to the new user.
- Role
  Can be one of the following: "end-user", "agent", or "admin". Defaults to "end-user" if set and not one of those values.
- Organization
  Assign this user to an organization.
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Verified
  Specify if you know this user is who they say they are?
Action
Write
- QueryRequired
  Write a search string to determine how we'll look up the group in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the ticket in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the organization in Zendesk. For more information, visit the Zendesk docs.
- NameRequired
  Must be unique. Zendesk does not allow duplicate organizations with the same name.
- Details
  In this field you can store any details about the organization. e.g. the address
- Notes
  In this field you can store any notes you have about the organization.
- Tags
  Comma-separated list of tags you want to apply to the new organization.
- Domain Names
  Comma-separated list of domain names to automatically associated with this organization (format: "zapier.com, google.com").
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Shared Tickets
  End users in this organization are able to see each others tickets.
- Shared Comments
  End users in this organization are able to see each others comments on tickets.
Action
Search or write
- QueryRequired
  Write a search string to determine how we'll look up the user in Zendesk. For more information, visit the Zendesk docs.
- NameRequired
- EmailRequired
  Must be unique. Zendesk does not allow duplicate users with the same email address.
- Details
- Notes
  In this field you can store any notes you have about the user.
- Phone
  Phone number for this user (format: +1 (555) 123-4567).
- Tags
  Comma-separated list of tags you want to apply to the new user.
- Role
  Can be one of the following: "end-user", "agent", or "admin". Defaults to "end-user" if set and not one of those values.
- Organization
  Assign this user to an organization.
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Verified
  Specify if you know this user is who they say they are?
Action
Search or write

- Integration KeyRequired
  The service we will acknowledge an incident on. Note: Only API call services will work. Email integration will not work if selected.
- Incident KeyRequired
  The Incident Key is a string that uniquely identifies an open incident (even if many events are received for it). This value may be the server name, timestamp or metric that is being monitored. It is helpful for preventing duplicate incidents.
- Incident Key Filter Regex
  If you want to only use part of the incident key field, give a regular expression to parse part out. Learn more here.
- Description
  These notes will be added to the associated incident.
Action
Write
- Integration KeyRequired
  We'll create an incident on this service. Note: Only API call services will work. Email integration will not work if selected.
- DescriptionRequired
  These notes will be added to the associated incident.
- Incident Key
  Give a string that uniquely identifies an open incident (even if many events are received for it) so that you don't get alerted multiple times. Learn more here.
- Incident Key Filter Regex
  If you want to only use part of the incident key field, give a regular expression to parse part out. Learn more here.
- Source URL
  If provided, this URL will appear as a link in the triggered PagerDuty incident.
- Source Name
  If provided, the title of a link for more information on this event.
Action
Write
New Group
Triggers when a new group is created.
Trigger
Scheduled
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Recent Ticket
Triggers when a new ticket is added (Zendesk may take an hour to make tickets available via their API with this trigger).
Trigger
Scheduled
Try It
- ViewRequired
  You will need to create a descending by ID "view" in Zendesk with no grouping and select it here. Click here to learn more!
Trigger
Scheduled
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New View
Triggers when a new view is created.
Trigger
Scheduled
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- SubjectRequired
- Assignee
  Note: the assignee must be in the default group (or specific group selected below) else an error will occur.
- Collaborators
- Collaborator Emails
  You can add emails of non-Zendesk users here as Collaborators.
- Group
  Assign this ticket to a group.
- Requester Name
  To set the Requester, you must specify the Requester Name in this field AND the Requestor Email in the next field.
- Requester Email
  To set the Requester, you must specify the Requester Email in this field AND the Requestor Name in the previous field.
- First Comment/Description Format
- First Comment/DescriptionRequired
- Should the first comment be public?
- Tags
  A comma separated list of tags.
- Status
- Type
- Due At
  Only available for tickets with a Type of "task."
- Priority
- Submitter
  If selected, this person will be set as the submitter of the ticket. Defaults to the Requester.
- Ticket form
  If selected, this will set the form to render for this ticket. Note: this is only applicable for Zendesk enterprise accounts.
- Sharing Agreements
- Brand
  Note: Only for Zendesk customers on plans with multi-brand support. More info here
Action
Write
- TicketRequired
  Choose which ticket to update.
- New comment to add to the ticket.
- Should the comment be public?
Action
Write
- OrganizationRequired
  Choose which organization to update. Looked up by ID.
- Name
  Must be unique. Zendesk does not allow duplicate organizations with the same name.
- Details
  In this field you can store any details about the organization. e.g. the address
- Notes
  In this field you can store any notes you have about the organization.
- Tags
  Comma-separated list of tags you want to apply to the new organization.
- Domain Names
  Comma-separated list of domain names to automatically associated with this organization (format: "zapier.com, google.com").
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Shared Tickets
  Options: "true" or "false". End users in this organization are able to see each others tickets.
- Shared Comments
  Options: "true" or "false". End users in this organization are able to see each others comments on tickets.
Action
Write
- UserRequired
  Choose which user to update. Looked up by ID.
- Name
- Email
  Must be unique. Zendesk does not allow duplicate users with the same email address.
- Details
- Notes
  In this field you can store any notes you have about the user.
- Phone
  Phone number for this user (format: +1 (555) 123-4567).
- Tags
  Comma-separated list of tags you want to apply to the new user.
- Role
  Can be one of the following: "end-user", "agent", or "admin". Defaults to "end-user" if set and not one of those values.
- Organization
  Assign this user to an organization.
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Verified
  Specify if you know this user is who they say they are?
Action
Write
- QueryRequired
  Write a search string to determine how we'll look up the agent in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the organization in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the user in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the ticket in Zendesk. For more information, visit the Zendesk docs.
- SubjectRequired
- Assignee
  Note: the assignee must be in the default group (or specific group selected below) else an error will occur.
- Collaborators
- Collaborator Emails
  You can add emails of non-Zendesk users here as Collaborators.
- Group
  Assign this ticket to a group.
- Requester Name
  To set the Requester, you must specify the Requester Name in this field AND the Requestor Email in the next field.
- Requester Email
  To set the Requester, you must specify the Requester Email in this field AND the Requestor Name in the previous field.
- First Comment/Description Format
- First Comment/DescriptionRequired
- Should the first comment be public?
- Tags
  A comma separated list of tags.
- Status
- Type
- Due At
  Only available for tickets with a Type of "task."
- Priority
- Submitter
  If selected, this person will be set as the submitter of the ticket. Defaults to the Requester.
- Ticket form
  If selected, this will set the form to render for this ticket. Note: this is only applicable for Zendesk enterprise accounts.
- Sharing Agreements
- Brand
  Note: Only for Zendesk customers on plans with multi-brand support. More info here
Action
Search or write

About PagerDuty

In an always-on world, teams trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. PagerDuty is the central nervous system for a company's digital operations. PagerDuty identifies issues and opportunities in real time and brings together the right people to respond to problems faster and prevent them in the future. From digital disruptors to Fortune 500 companies, over 12,000 businesses rely on PagerDuty to help them continually improve their digital operations-so their teams can spend less time reacting to incidents and more time building for the future.

Learn more

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Zendesk is a web-based help desk support tool that makes it simple to provide great customer support.

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PagerDuty + Zendesk

Create tickets on Zendesk for new or updated incidents on PagerDuty

New or Updated Incident

Event Type

Assigned To

Service IDRequired

Add Resolve Event

Integration KeyRequired

Incident KeyRequired

Incident Key Filter Regex

Description

Find User on Call

ScheduleRequired

Start TimeRequired

End TimeRequired

New Organization

New Action on Ticket

TicketRequired

New User

Create Organization

NameRequired

Details

Notes

Tags

Domain Names

External Id

Shared Tickets

Shared Comments

Attach File to Ticket

TicketRequired

CommentRequired

FileRequired

Add Tag(s) to Ticket

TicketRequired

TagsRequired

Update Ticket

TicketRequired

Subject

Assignee

Group

New Status

New comment to add to the ticket.

Should the first comment be public?

Tags

Type

Priority

Submitter

Create User

NameRequired

EmailRequired

Details

Notes

Phone

Tags

Role

Organization

External Id

Verified

Find a Group

QueryRequired

Find a Ticket

QueryRequired

Find or Create Organization

QueryRequired

NameRequired

Details

Notes

Tags

Domain Names

External Id

Shared Tickets

Shared Comments

Find or Create User

QueryRequired

NameRequired

EmailRequired

Details

Notes

Phone

Tags