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ServiceBond for Zendesk allows for a bidirectional integration to sync Zendesk tickets with other Perspectium-supported ITSM applications via Perspectium's ServiceBond integration framework.

(info) NOTE: 

  • The meshlet authenticates to Zendesk using either basic authentication or an API token. The token should be generated for an integration user (a user specifically to be used only by the meshlet) as updates by this user will NOT be processed by the meshlet. This ensures that messages do not end up looping back and forth between Zendesk and the other application it is bonded with.
  • Zendesk has a results limit when we query for changes in Zendesk. In the case where the results limit is hit before all changes are queried, we will continue querying for more data at the next time we poll for changes.
  • Because it can take some time before tickets are created in Zendesk and the time the API returns them, we add buffers to ensure we get all updates. As a result, updates may be slightly delayed (by a few minutes) when getting changes in Zendesk to send to the other ITSM app being integrated.
  • When creating a ticket in Zendesk, the description of the ticket is required to be the first comment added. For cases where the ticket is initially created in the other ITSM app being integrated without a description (such as ServiceNow where description is not a required field by default), a default description of New ticket from integration will be used. You can use your own default description by setting the defaultCreateDescription configuration.
  • If the other ITSM app being integrated supports entering both a comment and a description when the ticket is created (such as ServiceNow), you will need to map it properly in the Common Incident so both can appear in Zendesk as one comment on ticket creation. Contact Perspectium Support for more information.
  • The meshlet will retry up to three times for any errors when trying to update changes from the other ITSM app into Zendesk (such as creating a ticket in Zendesk that was initially created in ServiceNow). If it's not able to successfully complete the action after retrying, it will put a message into an error queue that can be consumed by the source ITSM app (ServiceNow) to be notified of the error. This message will contain the error message from Zendesk in the value field and the actual request body that we called the Zendesk API with in the extra field. The error queue is the queue as defined in the perspectium.message.errorQueue meshlet configuration.
  • If not mapped, tickets created in Zendesk will show as created (the requester) by the integration user. You can override this by specifying the user in your outbound table map.


Get started with ServiceBond for Zendesk

Here's how to get started with your Zendesk ServiceBond integration:

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