Configuring Zendesk for High-Priority Ticket Notifications in Opsgenie | Community
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 Configuring Zendesk for High-Priority Ticket Notifications in Opsgenie

  • February 12, 2024
  • 1 reply
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Shabani

Dear Zendesk Support Team,

I hope this message finds you well. I am reaching out to seek assistance with configuring our Zendesk integration with the Opsgenie app to enhance our incident response process.

Currently, in our organization, Zendesk is seamlessly connected with Opsgenie. Whenever a high-priority ticket is raised in Zendesk, Opsgenie triggers an alarm to notify the designated on-call personnel, ensuring swift resolution of critical issues.

However, we have identified an opportunity to optimize our notification system further. We would like to implement a configuration where, if a high-priority ticket is acknowledged by one on-call individual, Opsgenie notifies the on-call person scheduled for that specific time period. This adjustment aims to ensure that the on-call personnel during the respective hours are promptly informed and can take appropriate action.

To provide more clarity:

1. When a high-priority ticket is acknowledged by one on-call individual and Is REOPEN during other on call individual:
   - Opsgenie should recognize this acknowledgment.
   - Opsgenie should then trigger notifications to the on-call person scheduled for that particular time slot, ensuring continuous coverage and timely resolution.

We believe that implementing this configuration will enhance our incident response capabilities and improve our overall operational efficiency. However, we require guidance on how to set up this functionality within Zendesk and Opsgenie effectively.

Could you please assist us in configuring Zendesk to achieve this objective? Any documentation, step-by-step guides, or insights you could provide would be greatly appreciated. Additionally, if there are any best practices or recommendations you can offer based on similar implementations, we would be eager to hear them.

Thank you in advance for your support and assistance. We look forward to your prompt response and collaboration in enhancing our Zendesk and Opsgenie integration.

Best regards

    1 reply

    Brandon12
    • Brandon12
    • February 15, 2024

    Hey there @shabani - 

    I've not worked specifically with Opsgenie before, but here's a potential workflow solution for you:

    • Zendesk Trigger for Acknowledgment: You'll need to create a new Zendesk trigger or modify an existing one to capture the event when a high-priority ticket is acknowledged. This trigger should fire when a ticket is updated to a status that you consider as "acknowledged" (e.g., a specific tag is added, or the ticket status changes to "Pending").

      Trigger Conditions:

      • Ticket is Updated
      • Priority is High
      • Ticket Status changed to "Pending" (or any other status/tag you use for acknowledgment)

      Trigger Actions:

      • Notify an external target (Opsgenie)

    You may need to set up an external target in Zendesk that points to Opsgenie if not already done. This involves using Opsgenie's API to create an alert. You'll need the Opsgenie API URL and an API key.

    In Opsgenie, you'll need to configure the alert to recognize the acknowledgment and trigger notifications to the on-call person scheduled for that specific time slot.

    • Alert Policies: Create or modify alert policies in Opsgenie to handle the acknowledged tickets. You'll need to set up a policy that identifies when an alert is acknowledged and triggers a notification to the current on-call individual.

    • On-Call Schedules: Ensure your on-call schedules in Opsgenie are accurately set up to reflect the current rotation. The alert policy should reference these schedules to notify the correct individual.

    Hope this points you in the right direction!

    Brandon

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