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Integrating Zendesk

Zendesk is a web-based customer support platform. By integrating it into CA Flowdock, your support team will be able to quickly discuss and resolve issues. You can even perform basic actions such as closing or assigning tickets to yourself right from within CA Flowdock. See it in action.

Note: The CA Flowdock extension target that is available in Zendesk is outdated and no longer in use. The Zendesk integration should be enabled from CA Flowdock, and can only be done by an administrator of your Zendesk subscription.

Push updates to your flow by following these steps:

  1. Open your flow integration settings: From the flow that you want to integrate with Zendesk, click the ellipsis icon next to your flow's name, and select Integrations.
  2. Click on Add new next to Zendesk.
  3. Enter your Zendesk subdomain name and sign in to Zendesk. Complete the three step process of linking your Zendesk account to your flow.

That's it! Zendesk activity should now appear in your flow's team inbox.

Note: If you change the status or assignee of a ticket within a minute of the most recent comment, this will not be updated in CA Flowdock.

Advanced usage: Filtering tickets

It is possible to have Zendesk only send certain types of tickets to your flow. This requires modifying the triggers on Zendesk's side. A word of warning: modifying the triggers by hand may result in the integration not working as expected. Proceed with caution.

To filter the types of tickets that are sent to your flow, do the following:

  1. Open Zendesk's Admin page / Business Rules / Triggers.
  2. Find the 4 triggers with the following pattern: "Flowdock / {your flow's name} / [Public Comments, Private Comments, Status Changes, Assignee Changes]".
  3. Add any additional filtering rules to all of these triggers. Do not change the target.

Note: Unless you are not 100% sure of what you're doing, don't add rules that filter activities based on the ticket state or assignee – CA Flowdock should receive every event that pertains to a certain ticket, otherwise the ticket will appear in an inconsistent state in CA Flowdock.

If you run into any problems, visit our community page for support.

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