Incident.io is an incident management platform that helps teams respond to and resolve incidents effectively. With the incident.io connector for action builder, you can create and manage incidents, update incident details, and retrieve incident information directly from your Zendesk action flows.

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Summary: ◀▼

You can connect action builder to incident.io to automate incident management within your workflows. This lets you create, update, look up, and search incidents directly from action flows. Use a dedicated service account for authentication and manage API tokens securely. Incident.io actions help streamline incident response by integrating incident details and status updates into your support processes.

By connecting the action builder to external systems, such as incident.io, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.
Note: The steps associated with external systems in action flows are referred to collectively as external actions.

Incident.io is an incident management platform that helps teams respond to and resolve incidents effectively. With the incident.io connector for action builder, you can create and manage incidents, update incident details, and retrieve incident information directly from your Zendesk action flows.

This article contains the following topics:
  • Connecting incident.io to action builder
  • Using incident.io actions in action flows

Connecting incident.io to action builder

Before you can include external actions in your action flows, you must connect the action builder to the external system.

When connecting to external systems for use in action flows, the following best practices are recommended:
  • All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it's a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.
  • All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.
  • When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.

To generate an API token for authentication

  1. Sign in to your incident.io account.
  2. Go to Settings.
  3. Navigate to API tokens.
  4. Create a new API token with the necessary permissions.
  5. Save the API token or keep the window open so you can copy and paste it into Zendesk. You'll need it when connecting incident.io to action builder.
Important: Keep your API token secure and don't share it. The token grants access to your incident.io account and allows action flows to perform operations on your behalf.
To connect action builder to incident.io
  1. In Admin Center, click Apps and integrations in the sidebar, then select Actions > Action flows.
  2. Create or edit an action flow.
  3. Open the step sidebar.
  4. Under External actions, click incident.io.
  5. Click Connect.
  6. Follow incident.io's prompts to authenticate and complete the connection.
    Note: All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.

After you've connected to the system, you'll see an indicator that it's connected and details about the instance you're connected to, as well as the actions available for incident.io.

Using incident.io actions in action flows

Incident.io action steps can be used to look up forms and search for survey responses.

The following incident.io actions are available:
  • Create incident
  • Update incident
  • Lookup incident
  • Search incidents

Creating a new incident

Use the Create incident action to create a new incident in incident.io with specified details.

This action has the following inputs and outputs:

  Variables
Inputs Required: Name, Severity

Optional: Summary, Incident status, Visibility, Call URL

Note: Visibility options include Public or Private (defaults to Public). Call URL can be a link to an incident call or bridge such as Zoom or Google Meet.
Output Incident details including ID, name, status, severity, and creation timestamp

Updating an incident

Use the Update incident action to update an existing incident's properties in incident.io.

This action has the following inputs and outputs:

  Variables
Inputs Required: Incident ID

Optional: Name, Summary, Severity, Incident status, Call URL

Note: Visibility options include Public or Private (defaults to Public). Call URL can be a link to an incident call or bridge such as Zoom or Google Meet.
Output Updated incident details including ID, name, status, severity, and update timestamp

Looking up an incident

Use the Lookup incident action to retrieve detailed information about a specific incident by its ID.

This action has the following inputs and outputs:

  Variables
Inputs Required: Incident ID
Output Complete incident details including ID, name, summary, status information (ID and name), severity information (ID and name), call URL, and timestamps

Searching for incidents

Use the Search incidents action to find incidents based on various filter criteria.

This action has the following inputs and outputs:

  Variables
Inputs Optional: Status category, Severity, Incident type, Created at (date range), Updated at (date range), After cursor, Page size
Note: Date range filters should use the format YYYY-MM-DD~YYYY-MM-DD. Page size can be 1-250 incidents.
Output Array of incidents with ID, name, summary, status information (ID and name), severity information (ID and name), and creation timestamp; also includes pagination cursor
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