How to create Zendesk tickets manually

[Jakob Kartschall]

We want to use the Zendesk integration to create Zendesk tickets from Opsgenie alerts but it seems you can not manually create tickets from Zendesk or at least I can not find how.

It works to create tickets for all or specific incoming alerts. If we set up in a way to create an alert if it gets acked, nothing happens.

[Zeeshan]

Hey Jakob,

We provide two different Zendesk integrations:

The first one is for the automatic alert/ticket creation which has the following functionality:

1. Creating alerts in Opsgenie for the Zendesk tickets

2. Creating tickets in Zendesk for the Opsgenie alerts

3. Creating incidents in Opsgenie for the Zendesk tickets

4. Creating tickets in Zendesk for the Opsgenie incidents

You can find further information on that here: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-zendesk/

The second one, which I believe is the one you are referring to, is the Zendesk App integration which has the following functionality:

• Manually create alerts in OpsGenie for Zendesk tickets. Updates to the Opsgenie alert such as acknowledging or closing would be reflected to the alert details shown in the Zendesk ticket.

• Add responders to your Opsgenie alert right from your Zendesk ticket to route the alert to a specific user or team.

• Close your Opsgenie alert right from your Zendesk ticket when the ticket is resolved.

You can learn how to configure that here: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-zendesk-app/

Regards,
Zeeshan from Opsgenie Support

[Jakob Kartschall]

Hey Muhammad, thanks for the reply, but this does not answer the question.

I am refering to the first integration. But i want to create Tickets in Zendesk manually.

[Zeeshan]

Hey Jakob,

For that case you can implement the following using the first integration.

In the integration configuration you can add the following:

Then make sure to define that custom action on all the alerts, either through an Alert Policy or via the Integration those alerts are being created in Opsgenie:

Alert Policy:

Then whenever you click that action on the Alert it will manually create a Zendesk ticket for that alert.

Hope this helps with what you want to achieve.

[Jakob Kartschall]

Yes, i also thought it works this way. But it does not.

But meanwhile we raised an issue and your support confirmed that there seems to be a bug in the Zendesk integration.