Pivotal Tracker and Zendesk Integration

Pivotal Tracker Setup

Overview: The goal of this tip is to give you step-by-step instructions on the different options available for integrating Zendesk and Pivotal Tracker. 

Note: There are two ways to integrate with Pivotal Tracker. You can push tickets to Pivotal Tracker, using a target in Zendesk OR you can set up an integration to Zendesk from Pivotal Tracker. If you use a Zendesk Target you can automate what tickets end up in Pivotal Tracker. If you use the Pivotal Tracker integration, you can have comments on your Zendesk tickets when you make changes in Pivotal Tracker (these comments are private). We will start by showing the Zendesk Target first and then we will show you the Pivotal Tracker integration method second. 

Creating Your Zendesk Target

  1. Start by logging into Zendesk and going to Settings > Extensions (in the new Zendesk, select the Manage icon and then Extensions).
  2. Click on Targets.
  3. Fill in the title of your target. 
  4. For the token, click the link that says "your Pivotal Profile" and scroll to the bottom. Generate a new token. Copy that value and put it here (in the token textbox).
  5. Get your project ID. This is at the end of the URL when you are looking at your project.
  6. The story is just that, the title of the new story created in Pivotal Tracker
  7. Pick a story type, this can be a Feature, Chore, Bug, Release
  8. Pick a set of story labels, think of these as similar to Zendesk tags. 
  9. Requestor and owner are optional.

Once you test and save your target, you can create triggers that then push tickets to your Pivotal Tracker project. In your trigger, be sure to include some text in the Message field, otherwise the integration will not work. For example, you can use the placeholder "ticket.comments_formatted" to send the ticket comments in to Pivotal Tracker. Note that targets are a one way type of pathway out of Zendesk. A story pushed to Pivotal Tracker via a target can not update the originating ticket. The story will, however, have a link back to the originating ticket so you can close it or update it manually.

Creating a Zendesk integration in Pivotal Tracker

  1. Create a project in Pivotal Tracker, or, if you already have one, open that project. 
  2. Go to Project > Edit Project Settings.
  3. Once you do you'll see a navigation bar along the top. Click on the button for "Integrations". 
  4. Scroll to the bottom of the new page and look for the section titled External Tool Integrations. You'll see a drop-down menu that says Create New Integration. Click it and scroll down to Zendesk.
    pt2.png
  5. Name your integration. The default name should be fine. 
  6. Provide the address for your Zendesk installation. Make sure you type in the URL including a trailing "/" at the end. For example, if my Zendesk was located at example.zendesk.com I would enter: https://example.zendesk.com/ in this field.
    pt5.png
  7. Now you will need to pick an account that Pivotal Tracker will use to connect to Zendesk. You can use a dedicated account or just pick somebody else's account. Enter their username (email address) and password. 
  8. When Pivotal Tracker talks to Zendesk it will pull a list a tickets from a view within your Zendesk. You can either create a new view, that only shows tickets with the tag "Pivotal" on it (for example) or just use a default view (like "All Unsolved Tickets"). 
  9. In a new browser window, open the view. At the very end of the URL you will see a number. This is the view ID. Copy it over to Pivotal Tracker. 
    pt3.png
  10. Click the Create button.
  11. Head back to the main page of your Pivotal Tracker project. 
  12. Hover over the More menu and go to the link that says "Zendesk". 
  13. A new pane should now load, labeled Zendesk, and will contain all the tickets in the view that you had in your view.
    pt4.png
Have more questions? Submit a request

Comments

  • Avatar
    Eric Alderman

    Hi Adam,

    Thanks for the article, it was very helpful in getting the integration setup.

    My use case is that I want an agent to be able to create a Pivotal Tracker story for a specific Ticket, if it is determined to be a bug or feature request.  It looks to me like the only way to do that is to create a Trigger which looks for a specific tag (e.g. "pt"), notifies the PT target, and then removes that tag (so it doesn't get into a loop).  Further, it appears that I need to construct the Message that is sent to contain the description, customer name, etc., all of which will end up in the PT "Description" field.

    Is that correct?  I guess I would have assumed there would be a function to allow an agent to simply "send this ticket to PT" as the most common use case.  I also was hoping to provide an ability for the agent to specify fields other than Description, such as the Story Type (other than the single default value when creating the target).

    Please let me know if I've missed something, and if there's a simpler way to do this.

    Thanks!

    Eric

  • Avatar
    Adam

    Hi Eric,

     

    You are correct. Unfortunately our integration with Pivotal Tracker is not as tight as it is with Jira (a competing product). Essentially Zendesk sends data to Pivotal Tracker and the information is just a description. 

     

    Love Your Zendesk - The Fastest Way to Great Customer Support!

    Adam Panzer | Customer Advocate | support@zendesk.com

  • Avatar
    Gloria Fong

    Hi Adam,

    Is there any way to have replies sent to a zendesk thread automatically populate as a comment in pivotal? 

    To (hopefully) explain better:

    1) we have an integration between our zendesk and pivotal accounts

    2) we drag the ticket from zendesk to create a new ticket in pivotal

    3) when our customer replies to the zendesk thread, it'd be great if that could automatically be added to the pivotal tracker ticket. at this point, we are cutting and pasting what our customer is saying from the zendesk ticket into the pivotal ticket. it's kind of annoying. 

    Please let me know if there's a way to set that up. Thanks!

    Best,

    Gloria

  • Avatar
    Adam

    Hi Gloria,

     

    Unfortunately we don't offer that kind of integration. Right now the integrations are just push integrations (they just dump data, blindly, from one side to the other).

  • Avatar
    Dan Crowley

    Hi Adam,

    Can you use placeholders in the labels field? (it works in Requester and owner fields, just not labels)

    I'm looking to use {{requester.organization.name}} so we can filter by company in Pivotal.

    Thanks,

    Daniel 

  • Avatar
    Marcos Smith

    Hi!

     

    I am afraid the integration with pivotal tracker is broken.

    I mean, I want that all tickets created via ZenDesk show in Pivotal Tracker.

    I did the necessary configuration steps, the test ticket works but whenever a user creates a real ticket, it just does not work.

    Whenever I go to https://3smobile.zendesk.com/settings/extensions#targets

    I see

    Pivotal Tracker

    0 messages sent

    Pivotal target

     

    What am I doing wrong ?

    Thanks

     

    Marcos

  • Avatar
    Adam

    Hi Daniel,

    You should be able to. I haven't experimented with it myself but I don't see why not. If it doesn't work, submit a ticket and we can see if it's a bug. 

  • Avatar
    Adam

    @Marcos,

     

    You don't have a trigger pointing to Pivotal Tracker.

  • Avatar
    Dan Crowley

    Cheers thanks Adam.

  • Avatar
    Louis Raveton

    We provide  an integration between Pivotal Tarcker and Zendesk, that lets you specify *what types of tickets* should be sent through to Pivotal Tracker  (tag, source, priority, assignee, group,...)

    https://cloudwork.com/integrations/pivotal-tracker/zendesk

    Does this work for you?

    We have 10 other Zendesk integrations available (and counting)

    https://cloudwork.com/apps/zendesk

     

  • Avatar
    Justin

    Thanks for sharing, Louis! 

  • Avatar
    Scott Gilbert

    I'm getting an error in Pivotal Tracker that says "Sorry, could not retrieve data".   So I have a couple questions as I try to get the Zendesk / Pivotal Integration (not the target thing) working.  

    1.  First I log into Zendesk Via GooG integration.  So when i give my password in step 6 above I'm using my GooG password.  Is that a good assumption?

    2. When I enter the View ID # also in step 6 my Zendesk URL has this zendesk.com/agent/#/filters/36259682.  However in your example the word before the # says "rules".  Is this a problem or is this still the right number to use?

    Thoughts?

  • Avatar
    Scott Gilbert

    now I'm trying the Target approach...but I don't see the "manage" icon to get to the "Extensions".  Do I have to be an Admin to see / do this?  If not, where is it hiding in the UI?

  • Avatar
    Scott Gilbert

    BTW - Can have both integration types running at the same time?  i want both feature sets...push to Pivotal and then communicate back and forth via the comments.

  • Avatar
    Aaron Pewtherer

    @Scott. Please see your answers below:

    1, You will need to create a Zendesk password. You cannot use your Google password.

    2. Use the View number. In New Zendesk, it appears after "/filters/"

    3. You need to be an Admin to access the Extensions page.

    4. You can decide what comments get shared back from Pivotal (as a private comment), or pushed to Pivotal. 

  • Avatar
    Dan Wong

    Are there any plans to expand on PT integrations? Like a widget we can add to ticket views where agents can click to add specific tickets to PT?

  • Avatar
    Eric Shen

    @Dan,

    There aren't any immediate plans to update this, but it sounds like you should be able to accomplish what you're looking for by creating a trigger based off a specific tag being applied to a ticket to send it over to Pivotal. You could accomplish the same by doing a bulk update of tickets to apply the tag. Is there a reason you'd need a specific widget/app to accomplish this instead?

  • Avatar
    Samantha Lester

    Hi all,

    I am trying to set up integrations in one Pivotal project for two different Zendesk subdomains. So far I have subdomain #1 sending stories and linking back to the proper subdomain. However, subdomain #2 is sending the stories properly but when I click the Zendesk link it takes me to subdomain #1 and I get an error because that ticket doesn't exist in #1--only #2. 

    Is it possible to set up a Pivotal integration with 2 subdomains? Or do you think am I doing something wrong?

  • Avatar
    Ed Pritchard

    @Samantha,

    I have been able to successfully set up multiple subdomain integrations with the same Pivotal instance using the target method, and have not had the same trouble with the linking back. So that we can help you get this working, I have started a new support ticket for you where we can do some more troubleshooting with you personally.

  • Avatar
    Josh Austin

    We've used Pivotal for a number of years and are very happy with the product.  However I am looking to change our current support desk system.  I see references in this blog to the interface between the two as  being loose or at least not as tight as Jira.  Is this still the case?  Can someone please tell me if the following workflow is possible:

     

    • A customer reports a problem through whatever method, portal, call, email...
    • The tech suspects the issue is a software bug or needs development attention so the case is flagged for supervisor review
    • A supervisor reviews the case and determines that in fact development does need to get involved.  At that time he/she takes whatever action necessary (special status or drop down selector?) to generate a pivotal story.
    • Any activity updates to the story in Pivotal are then automatically linked and applied back to internal notes in the Zendesk case.
    • Completion(Finish) of the story in pivotal triggers an action in Zendesk letting support know the the case needs followup, testing and approval.
    • IF Satisfied --- Closing/completing the ticket in Zendesk triggers accept in Pivotal.
    • IF Unsatisfied -- Zen notes and another status (something to the effect of 'Resubmit') would trigger a Reject in Pivotal at which time the latest case updates are available in the story details.

    ---- This seems like it would be a common workflow, Is this a possible?  Thanks in advance

  • Avatar
    Bryant Plano

    Hey Josh,

    I'm not sure that your workflow is 100% feasible... here's what I've found:

    • The supervisor can simply add a tag and move an individual ticket into your "Pivotal" View (you set this up w/ the integration); I use the "send_to_pivotal" tag, which then moves the ticket to that View... you just need to refresh your Project view in Pivotal and the new ticket should show up
    • Yes - major activity updates (and comments) are noted in the Zendesk ticket from Pivotal as internal comments
    • You could make a trigger that looked for a specific string in your Zendesk tickets - for example, "changed story state to finished" - and use the Trigger to move the ticket to a different View or change the status, etc.
    • I don't believe the workflow re: Satisfaction ratings would work here; the integration basically makes internal notes in your Zendesk tickets when something happens on the Pivotal end. Changing the Zendesk ticket status/fields or adding Triggers in Zendesk won't affect the Pivotal side of things.

    Let me know if I've missed anything - I hope that helps!

  • Avatar
    Michael Clark

    Anyone have any issues with the tickets not loading in the Pivotal "Zendesk" panel. It says "loading", but nothing happens. I've tried multiple views and nothing changes the results. Also, is this suppose to WRITE from zendesk to pivotal, because i don't see how this is possible and the documentation really stops at the integration setup.

  • Avatar
    Jessie Schutz

    Hi Michael!

    I've gone ahead and opened up a ticket on this for you. We'll see you there shortly!

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