Zendesk Integration

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.
   

   

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

   

   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 accept the sharing invite from Zendesk and configure the integration:

tip

Requires permissions: Low-level Admin Write, Read Project Basic

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.

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

   note

   The YouTrack Project and Status Field settings cannot be modified after you accept the sharing agreement.

   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. note The command is applied only if a user that is set as the reporter of YouTrack issue has enough permissions to update issues in the selected project. Thus, if you opt to use Zendesk users as reporters, you have to make make sure that new users that are created in YouTrack become members of an auto-join group with permissions to update issues in the project with Zendesk integration.
   Settings	Displays the synchronization settings that are set in the Zendesk instance for the agreement. If the agreement is accepted, the displayed parameters (comments, tags, and custom fields) are synchronized between YouTrack issues and corresponding Zendesk tickets.
   Reporter	Defines which user is set as the reporter for each issue that is created from a Zendesk ticket. Select one of the following options: Set Zendesk user as reporter: YouTrack tries to find a user account with an email address that matches the Zendesk user. If an existing account is not found, a new YouTrack user account is created. Set predefined user as reporter: YouTrack sets the selected user as the reporter for all issues created by the integration. The user who submitted the Zendesk ticket is not added to YouTrack. Select an existing user account from the drop-down list. warning With the Set Zendesk user as reporter option, new user accounts are allocated a YouTrack license according to your subscription plan. If you have reached your per-user license limit, Zendesk tickets that are submitted by new users are not transformed into YouTrack issues by the integration. To continue to work with the Zendesk integration, you will need to upgrade your subscription plan or ban inactive users.

4. When done, click the Accept agreement button.

   

   • The sharing agreement is accepted.

   • The Zendesk integration is enabled and ready for use.