Zendesk Integration

Zendesk Integration with TigerTrust

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

API Configuration

Configure the Zendesk integration:

integrations:
  zendesk:
    subdomain: your-company
    email: [email protected]
    api_token: $ZENDESK_API_TOKEN

    ticket_defaults:
      group_id: 12345
      priority: normal
      type: task

Ticket Creation

TigerTrust creates tickets for certificate events:

{
  "ticket": {
    "subject": "Certificate Renewal Request - api.example.com",
    "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",
    "priority": "high",
    "type": "task",
    "tags": ["certificate", "renewal", "production"],
    "custom_fields": [
      {"id": 123, "value": "api.example.com"},
      {"id": 124, "value": "2024-04-15"},
      {"id": 125, "value": "production"}
    ]
  }
}

Triggers

Automate ticket workflows:

triggers:
  - name: Auto-assign Certificate Tickets
    conditions:
      all:
        - field: ticket.tags
          operator: includes
          value: certificate
    actions:
      - field: assignee_id
        value: certificate-team

  - name: Escalate Expired Certificates
    conditions:
      all:
        - field: ticket.custom_fields.expiry_date
          operator: less_than
          value: today
    actions:
      - field: priority
        value: urgent
      - notification:
          target: managers

Macros

Create macros for common certificate responses:

Macro: Certificate Renewed Successfully
---
Hi {{ticket.requester.first_name}},

Your certificate renewal request has been completed successfully.

Certificate Details:
- Common Name: {{ticket.custom_field_certificate_name}}
- New Expiry: {{ticket.custom_field_new_expiry}}
- Issuer: DigiCert

The new certificate has been automatically deployed to your environment.

Best regards,
Certificate 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:

automations:
  - name: Close Completed Renewals
    conditions:
      all:
        - field: ticket.status
          operator: is
          value: solved
        - field: hours_since_solved
          operator: greater_than
          value: 48
    actions:
      - field: status
        value: closed

  - name: Remind on Pending Approvals
    conditions:
      all:
        - field: ticket.tags
          operator: includes
          value: pending-approval
        - field: hours_since_update
          operator: greater_than
          value: 24
    actions:
      - notification:
          target: ticket.assignee
          message: "Certificate approval pending for {{ticket.subject}}"

Streamline certificate support with Zendesk and TigerTrust.