# Zendesk

<figure><img src="https://1743514643-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Ln3jS1bJTTsE3yoEcOu%2Fuploads%2Fgit-blob-24ba1053303cbece804f362498678ca4bc5ffa3b%2Fzendesk-cover.png?alt=media" alt=""><figcaption></figcaption></figure>

Spike's Zendesk integration helps with automatic ticket creation to syncing statuses and notes in real-time, this integration bridges the gap between incident response and customer support.

***

## Features

* **Bi-directional Sync**: Sync incident statuses and notes between Spike and Zendesk in real time.
* **Ticket Creation**: Automatically or manually create Zendesk tickets from Spike using [Playbooks](https://docs.spike.sh/playbooks/introduction-to-playbooks).
* **Link Existing Incidents**: Link existing Spike incidents to tickets on Zendesk.

***

## Two step set up

Connecting Zendesk and Spike requires two setups: the API connection enables creating incidents from Spike to Zendesk, while the Spike app allows creating incidents from Zendesk to Spike with real-time syncing of statuses and notes.

### Step 1. Zendesk Marketplace App

Install the Spike app from the Zendesk Marketplace for enhanced functionality, including:

* Creating incidents or linking existing ones directly from Zendesk.
* Syncing notes and statuses in real time.
* Allowing Zendesk users (*who aren’t Spike users*) to trigger incidents.

{% tabs %}
{% tab title="Spike app on Zendesk" %}
**Steps to Set Up**:

1. Install the Spike app from [Zendesk Marketplace](https://www.zendesk.com/in/marketplace/apps/support/1084861/spike/?queryID=97f8205f39b71c03f3bb6c8512a8e67a)
2. Generate and copy a new API token from the [Spike dashboard](https://app.spike.sh/api)
3. Follow the instructions on Zendesk to connect Spike
   {% endtab %}
   {% endtabs %}

### Step 2. API Connection

This method allows you to send incidents from Spike to Zendesk by connecting with an API token and email.

{% tabs %}
{% tab title="Setup with API token" %}
**Steps to Set Up**:

1. Go to [Settings > General > Helpdesk Integrations](https://app.spike.sh/settings/general/organisation#org--helpdesk-ticket-management).
2. Enter your Zendesk API token and Zendesk subdomain.
   {% endtab %}
   {% endtabs %}

## How to use?

### Manual Sync

From the Spike dashboard, users can manually select one or more incidents and create Zendesk support tickets.

**Important Notes**:

* Tickets created from Spike are not synced with statuses or notes.
* For full syncing functionality, tickets must be created using the Spike app in Zendesk.

### Sync Notes and Status

When the Spike app is installed from the Zendesk Marketplace, syncing notes and statuses is automatic and happens in real time. Any updates made on one platform reflect immediately on the other.

### Automatically Creating Tickets

Spike’s **Playbooks** automate ticket creation during incident triggers. Once set up, incident details, timestamps, and other critical data are sent to Zendesk automatically.

***

## FAQs

<details>

<summary>Permissions on Who Can Set Up and Create</summary>

Anyone in your organization can set up the integration and create or sync tickets with incidents. No special permissions are required.

</details>

<details>

<summary>Are any extra permissions needed for automating Playbooks?</summary>

You will need the manual setup with Zendesk to automate at \[Settings > General > Helpdesk Integrations]\(<https://app.spike.sh/settings/general/organisation#org--helpdesk-ticket-management>). Once the integration is connected, no additional setup is needed for Playbooks. Users can define whether to create tickets with an "Open" or "New" status.

</details>

<details>

<summary>Can I link multiple incidents to one Zendesk ticket?</summary>

No, each incident is linked to a unique Zendesk ticket for better traceability.

</details>

***


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.spike.sh/collaboration/helpdesk-integrations/zendesk.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.