Create Incidents from Zendesk

[Gustav Lasko]

According to https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-salesforce-service-cloud/, an alert can be created in OpsGenie from Salesforce. With our current Zendesk integration, we have the ability to create an incident instead of an alert - is that possibly with Salesforce, or are we limited to Alerts?

[Mubeen Mohammed]

Hello @Gustav Lasko 
Thank you for contacting Atlassian Community!

As I understand you would like to directly get an Incident created in Opsgenie for Salesforce integration. With the current design, when a case is created by Salesforce Service Cloud, an alert is created in Opsgenie. You can make use of the incident rules to automatically create an Incident with the newly created alert. Incident rules documentation.

But the direct option to get an Incident created in Opsgenie like the one available for Zendesk integration is currently not possible with the current product design. However, we have an open feature request with our engineering team. OPSGENIE-67 is the ticket ID/URL for the feature request. You can further vote/follow/comment accordingly on the request so our product team may consider it for future implementations.

I hope this clarifies your query. Please let us know if you have any further questions. We will be happy to assist.

Regards

Mubeen Mohammed

Cloud Support Engineer