Pivotal Tracker and Zendesk Support Integration Follow

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

Creating your Zendesk Support target

  1. Start by logging into Zendesk and going to Settings > Extensions (in the New Zendesk Support, 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 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 Support. 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 Support 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.
  5. Name your integration. The default name should be fine.
  6. Provide the address for your 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.
  7. Now you will need to pick an account that Pivotal Tracker will use to connect. 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 Support, it will pull a list a tickets from a view within Zendesk Support. 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.
  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.
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