Opsgenie Zendesk integration doesn't fire Opsgenie --> Zendesk updates

[markus-neuhoff]

We've followed the configuration steps for the Zendesk integration for the "Creating alerts in Opsgenie for the Zendesk tickets" workflow and are successfully able to trigger alerts from a Zendesk ticket manually using the side panel. Additionally, Zendesk reflects when the Opsgenie Alert is acknowledged. However, none of the update configurations (image below) successfully trigger an internal note in Zendesk. Is there an additional configuration that's required? Does this update flow only work for Opsgenie alerts that are automatically created following the alert rules? If so, that would be very limiting since it no longer allows Zendesk users to determine which team to assign the Opsgenie alert to.

[Arumugam M]

Hi @markus-neuhoff ,

Thank you for your question. The actions configured within the Zendesk integration are not solely limited to alert rules and the actions initiated by the integrations.

If the request flow from Opsgenie to Zendesk is functioning correctly for other actions, like modifying tickets, but fails when trying to add notes, I suggest submitting a ticket with our support team.

They can review the logs to check the status of events triggered from Opsgenie and conduct a more thorough investigation. You can contact our support team through the link provided here.

Thanks, 

Arumugam