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How to post Zendesk notifications to Slack ?

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Occasional Contributor

Hi,

 

I have successfully integrated Zendesk and Teams using the connector in MS Teams. I can see views which is fine. But i want to post alerts from Zendesk to a channel in MS Teams. For instance, When a ticket is created i want to post an alert in a channel in Teams. How can i do this ?

 

I am unable to find any doc or reference to achieve this. Please help me on this regards.

 

Regards,

Manoj Tammali

10 Replies
Does the connector not do this? By saying views I think you currently setup a tab. A connector is accessed by right clicking a channel and connector. This should bring on a feed of actionable items.

If this is what you did and it doesn’t support it then you’ll need to bounce out to Microsoft flow and create a trigger to fire when item is created and then action post to a Teams channel.

Hope this helps.

thanks for the reply. Yes i am able to get this using connector option. The main problem here is if i customize the trigger in Zendesk and the request being sent . I am not able to post to channel. It gives me 400 bad request error.

My request is ,

 

{
"NotificationType": "1",
"Ticket Id": "{{ticket.id}}",
"Severity": "{{ticket.ticket_field_option_title_77167}}",
"Update the Customer Name List to reflect the Support Plan.": "{{ticket.organization.name}}",
"Link": "{{ticket.link}}",
"RequesterEmail": "{{ticket.requester.email}}"
}

 

any insights that you can help me here ?

Hi Chris,

 

Can you please help me on the below. Is the JSON not customizable when i send notifications to MS Teams. I am stuck for 2 days on this. If the JSON is not customizable is there any documentation that tells me the acceptable JSON attributes. Currently i am sending the json as

 

{
"NotificationType": "1",
"Ticket Id": "{{ticket.id}}",
"Severity": "{{ticket.ticket_field_option_title_77167}}",
"Update the Customer Name List to reflect the Support Plan.": "{{ticket.organization.name}}",
"Link": "{{ticket.link}}",
"RequesterEmail": "{{ticket.requester.email}}"
}

I have also talked to Zendesk Support and this is what they have to say. Please help me on this.

I've checked into this further for you and we can still see that there are target "MSTeam Connector - Modified" target is failing and returning a 400 (Bad request) HTTP error code.

Based on this error code it appears that it is failing due to possible something relating to the fields and attributes in the JSON payload. Upon closer inspection between both your triggers "O365 New Ticket Trigger - Default" and "O365 New Ticket Trigger - Modified".

The most notable difference I can spot is that you're using "Id":"{{ticket.id}}" in the "O365 New Ticket Trigger - Default" trigger and you have "TicketId":"{{ticket.id}}" in the "O365 New Ticket Trigger - Modified" trigger.

Can you please validate that the these JSON attributes and objects are valid and can be accepted by your target end point (specifically "TicketId")?

If you're confident these JSON attributes and objects are all correct the next step in troubleshooting this if you are able to do so is to check the logs on your receiving server end to check and see why the target API call is not successful. If you are able to provide us with this information we can try and help analyse this to offer you some further assistance from here.
can someone please help me here?
I don’t and have never used zendesk. Don’t even know what it is, I don’t know if what your talking about is zendesk stuff or flow / Teams post. Looks like zendesk because whatever variables your trying to Use I’ve never seen before.
Spoiler
 

Yes it is Zendesk and MS Teams integration. After integration MS teams creates trigger and a target in Zendesk. In the teams. The trigger sends a JSON to MS teams channel which posts message on the channel. Now It is said that once the trigger is created we can modify it to our needs and customize. But when we do so the posting fails. and the message never reached to MS Teams channel.

 

The JSON above is the modified one and not the one that the connector creates automatically in zendesk. So i wanted to know if this a limitation or we can customize JSON ? If we can i did not find any doc related to it.

How are you trying to customize it? My guess it would require flow to change stuff around? Or some kind of custom API bot, but I don't know enough about custom development via Teams bots to know what can be tapped into or not.

Manoj,

Have you managed to work this out yet? Under a team you need a new channel for example 'Zendesk' click on the elipsis and go to connectors on the specific channel and configure. You need to choose the options as per screenshot...

 

 

@Manoj TammaliFrom what I have found with Zendesk and Teams integration, you need to keep the formatting to a single line with the new integration. When the integration used the traditional Webhook method, you could use normal card formatting, but now you need to use the single line formatting provided by the example Trigger, otherwise it produces errors and doesn't post; I was banging my head on the keyboard for 3 hours on this before realizing the change.

One thing of note, the old Webhook configurations auto-updated themselves to send properly, back when (if any existed) Microsoft changed the Teams integration piece.