Zendesk Integration

Zendesk Integration with TigerTrust

TigerTrust integrates with Zendesk for certificate support ticket management and customer communications.

API Configuration

Configure the Zendesk integration:

yaml
1integrations:
2  zendesk:
3    subdomain: your-company
4    email: [email protected]
5    api_token: $ZENDESK_API_TOKEN
6
7    ticket_defaults:
8      group_id: 12345
9      priority: normal
10      type: task

Ticket Creation

TigerTrust creates tickets for certificate events:

json
1{
2  "ticket": {
3    "subject": "Certificate Renewal Request - api.example.com",
4    "description": "A certificate renewal has been requested for api.example.com.\n\nDetails:\n- Current Expiry: 2024-04-15\n- Requested By: [email protected]\n- Environment: Production",
5    "priority": "high",
6    "type": "task",
7    "tags": ["certificate", "renewal", "production"],
8    "custom_fields": [
9      {"id": 123, "value": "api.example.com"},
10      {"id": 124, "value": "2024-04-15"},
11      {"id": 125, "value": "production"}
12    ]
13  }
14}

Triggers

Automate ticket workflows:

yaml
1triggers:
2  - name: Auto-assign Certificate Tickets
3    conditions:
4      all:
5        - field: ticket.tags
6          operator: includes
7          value: certificate
8    actions:
9      - field: assignee_id
10        value: certificate-team
11
12  - name: Escalate Expired Certificates
13    conditions:
14      all:
15        - field: ticket.custom_fields.expiry_date
16          operator: less_than
17          value: today
18    actions:
19      - field: priority
20        value: urgent
21      - notification:
22          target: managers

Macros

Create macros for common certificate responses:

text
1Macro: Certificate Renewed Successfully
2---
3Hi {{ticket.requester.first_name}},
4
5Your certificate renewal request has been completed successfully.
6
7Certificate Details:
8- Common Name: {{ticket.custom_field_certificate_name}}
9- New Expiry: {{ticket.custom_field_new_expiry}}
10- Issuer: DigiCert
11
12The new certificate has been automatically deployed to your environment.
13
14Best regards,
15Certificate Management Team

Views

Organize certificate tickets:

• My Certificate Tickets: Assigned to me
• Expiring Soon: Certificates expiring within 30 days
• Pending Approval: Awaiting certificate request approval
• SLA Breached: Overdue certificate tickets

Reporting

Track certificate metrics in Zendesk:

• Tickets by certificate type
• Average resolution time
• SLA compliance rate
• Customer satisfaction scores

Automations

Time-based automations:

yaml
1automations:
2  - name: Close Completed Renewals
3    conditions:
4      all:
5        - field: ticket.status
6          operator: is
7          value: solved
8        - field: hours_since_solved
9          operator: greater_than
10          value: 48
11    actions:
12      - field: status
13        value: closed
14
15  - name: Remind on Pending Approvals
16    conditions:
17      all:
18        - field: ticket.tags
19          operator: includes
20          value: pending-approval
21        - field: hours_since_update
22          operator: greater_than
23          value: 24
24    actions:
25      - notification:
26          target: ticket.assignee
27          message: "Certificate approval pending for {{ticket.subject}}"

Streamline certificate support with Zendesk and TigerTrust.