YouTrack Standalone 2017.2 Help

Zendesk Integration

The Zendesk integration lets you share Zendesk tickets with issues in YouTrack. When the integration is enabled and configured, shared Zendesk tickets and the issues that are created from them in YouTrack are synced automatically. Customer fields are synchronized in one direction, from Zendesk to YouTrack. Changes to customer fields in the YouTrack issue are not applied to the shared ticket in Zendesk. Tags and comments are synchronized both ways.

Enable and Configure Zendesk Integration

To enable and configure the Zendesk integration, follow these steps:

  • Send YouTrack an invite to share tickets from your Zendesk instance.

  • Accept the sharing invite in YouTrack and configure the integration settings in YouTrack.

To send YouTrack an invite to share tickets:

  1. In your Zendesk instance, open the Settings > Tickets > Tickets Sharing administration page.

  2. Click add sharing invite.

  3. In the Share tickets with dialog, select a third-party system.

    zdInviteStep2 thumbnail

  4. In the Sharing tickets with third-party system form, enter values for the following settings:
    zdInviteStep3 thumbnail

    Setting

    Description

    Sharing URL

    		Enter the URL of your YouTrack server in the following format: http://<YouTrack base URL>/rest/networkedhelpdesk

    You can locate and copy the Sharing URL on the Administration > Zendesk Integration page in YouTrack.

    Name

    Enter a name for the sharing agreement.

  5. Use the remaining settings to determine which information is synchronized between Zendesk and YouTrack.

  6. When done, click the Send invite button.

To continue with the second step of the integration, log in to your YouTrack server.

To accept the sharing invite from Zendesk and configure the integration:

  1. In YouTrack, open the Administration > Zendesk Integration page. If the invite parameters were correct, you see the pending sharing invite that you sent from Zendesk.

  2. Click the name of the sharing agreement.

    • The integration settings dialog opens in the sidebar.

      ZendeskIntegrationSettings thumbnail

  3. In the integration settings dialog, enter values for the following settings:

    Setting

    Description

    YouTrack Project

    Select the project in which issues are created from shared tickets in Zendesk.

    Status Field

    Select the custom field that stores the status of the ticket in Zendesk.

    Visible to Group

    If needed, select the group that has permission to view issues that are created from shared tickets.

    Command

    Enter an optional command that is applied to issues that are created from shared tickets.

  4. When done, click the Accept agreement button.

    • The sharing agreement is accepted.

    • The Zendesk integration is enabled and ready for use.

Use the Zendesk Integration

To share a ticket with YouTrack, select the name of the sharing agreement in the Sharing field when you create or edit a ticket in Zendesk.

zendeskIntegrationZDTicket thumbnail

As soon as you submit or update the ticket, an issue is created in YouTrack.

zendeskIntegrationYTIssue thumbnail

New tickets are processed in YouTrack as follows:

  • The current status of the Zendesk ticket is entered in the custom field that you set in the integration settings.

  • If the user who reported the ticket in Zendesk does not have an account in YouTrack, a new user account is created.

Last modified: 7 March 2019
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