Zendesk

Caution

As of 2025-03-11, Grafana OnCall OSS has entered maintenance mode, and will be archived on 2026-03-24. No further feature development will occur; however, we will still provide fixes for critical bugs and for valid CVEs with a CVSS score of 7.0 or higher. For more information, refer to our blog post.

Important: This documentation is about an older version. It's relevant only to the release noted, many of the features and functions have been updated or replaced. Please view the current version.

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Zendesk integration for Grafana OnCall

The Zendesk integration for Grafana OnCall handles ticket events sent from Zendesk webhooks. The integration provides grouping, auto-acknowledge and auto-resolve logic via customizable alert templates.

Configure Zendesk integration for Grafana OnCall

You must have an Admin role to create integrations in Grafana OnCall.

  1. In the Integrations tab, click + New integration to receive alerts.
  2. Select Zendesk from the list of available integrations.
  3. Follow the instructions in the How to connect window to get your unique integration URL and review next steps.

Grouping, auto-acknowledge and auto-resolve

Grafana OnCall provides grouping, auto-acknowledge and auto-resolve logic for the Zendesk integration:

  • Alerts created from ticket events are grouped by ticket ID
  • Alert groups are auto-acknowledged when the ticket status is set to “Pending”
  • Alert groups are auto-resolved when the ticket status is set to “Solved”

To customize this behaviour, consider modifying alert templates in integration settings.