Zendesk
Connect Zendesk so incoming tickets are auto-triaged and high-severity ones get full SigSentry analysis
The Zendesk integration uses OAuth for authentication, registers a
webhook for ticket.created events, and posts triage / analysis
results back as internal notes or public replies.
Prerequisites
| Need | Notes |
|---|---|
| Zendesk subdomain | e.g. acme.zendesk.com |
| Admin permission | To install the OAuth app |
| At least one project in SigSentry | With log sources connected |
Setup walkthrough
Click "Install Zendesk" in SigSentry
Go to Project → Support Desk → Connect platform → Zendesk. You'll be redirected to your Zendesk instance's OAuth consent flow.
Authorize on Zendesk
You'll see Zendesk's OAuth screen. SigSentry requests these scopes:
| Scope | Why |
|---|---|
tickets:read | Read ticket subjects, descriptions, custom fields |
tickets:write | Post internal notes and public replies |
webhooks:write | Register and manage the webhook for new tickets |
Click Allow.
Webhook registers automatically
After OAuth, SigSentry registers a webhook on your Zendesk instance
that fires on conditional_ticket_events (specifically, ticket
creation). You don't need to configure anything in Zendesk's UI — the
webhook lives under Admin Center → Apps and integrations →
Webhooks if you want to inspect it.
Return to SigSentry
The connection appears under Project → Support Desk → Connected platforms.
Configure the binding
Click Configure on the new Zendesk binding. Set:
| Field | Value |
|---|---|
| Result posting mode | internal, public, or both |
| Auto-analyze threshold | disabled, critical, high, medium, low |
| Default time buffer | Hours of log history to query when the ticket doesn't specify a time (default: 2) |
| Custom field mapping | Map Zendesk custom field IDs (see below) |
| Public reply template | Customize the customer-facing message (optional) |
Test with a real ticket
Have someone create a test ticket in Zendesk. Within seconds, you should see an internal note appear with the triage result. If the severity meets your auto-analyze threshold, a second note follows with the full analysis.
Custom field mapping
If you want SigSentry to populate Zendesk custom fields with triage
data (e.g. set severity field to high, set affected_service to
checkout-api), map field IDs in the binding configuration:
| SigSentry field | Maps to Zendesk custom field ID |
|---|---|
severity | e.g. 360001234567 |
affected_service | e.g. 360002345678 |
analysis_url | e.g. 360003456789 |
Find the IDs under Admin Center → Objects and rules → Tickets → Fields. Click a field; the ID is in the URL.
When SigSentry processes a ticket, the corresponding custom field is updated alongside the internal note.
Public reply template
If posting mode includes public, the public reply uses a
customizable template. The default:
Hi {{requesterName}},
Thanks for reporting this. Our team is investigating and will follow
up shortly.
— SigSentry Auto-TriageAvailable variables:
| Variable | Substitutes |
|---|---|
{{requesterName}} | The ticket requester's name |
{{ticketId}} | The ticket's numeric ID |
{{severity}} | Triage severity (e.g. "high") |
Customize per binding. Internal notes always use the full diagnosis — the template only applies to public replies.
Disconnecting
Click Disconnect on the Zendesk binding in SigSentry. This:
- Removes the webhook from your Zendesk instance
- Revokes SigSentry's OAuth token
- Marks the binding inactive in SigSentry
The OAuth app remains in your Zendesk admin's installed apps — remove it from there if you want to fully clean up.
Troubleshooting
| Symptom | Likely cause |
|---|---|
| No internal note appearing | Webhook didn't register; check Admin Center → Webhooks |
| Webhook fires but no triage | Triage may have failed silently; check the SigSentry audit log |
| Public reply not posting | Posting mode is internal; switch to public or both |
| Custom field not updating | Field ID typo, or the field is restricted to certain ticket types |