Zendesk trigger - Business rule - email connection Zendesk with ServiceNow - Solved tickets

Hi Martin! Welcome to the Community!

Since we don't have any official integration with ServiceNow I'm not sure that I'll be able to help you, but I'll do my best.

I want to make sure that I understand the issue that you're having. When you solve a ticket in Zendesk, you're getting an error in ServiceNow? Or is it that the ticket in ServiceNow doesn't also get solved?

Hi Jessie,

there are two parts of the problem:

1) we will resolve this with SNOW, just mentioning for others: whenever there's an update from ZD, SNOW resets the status of a ticket to 'in progress'. This should be resolved with Inbound Email Actions on SNOW side.

2) when an email is generated on SNOW side, it lacks In-Reply-To in the email header, hence any update on SNOW side generates new ticket in ZD. I am checking with SNOW support on this, however if you know of any other integration solution (we're using email as a channel, happy to change this decision if it's gonna help), please let us know.

Additionally, is there a way to make Zendesk pair the emails to tickets using subject keywords? Seems getting SNOW to generate In-Reply-To header fields is gonna be more difficult that it originally seemed. ;-)

Thanks!

Peter

Hey Peter!

I think that you'd be able to solve both these problems by updating tickets in both places using API. I don't know what SNOW's capabilities are, but we have a robust API that will let you update any ticket properties you need.

You may want to check out other services for example - Automate.io. It also helps you create automated workflows between apps like ServiceNow and Zendesk.

Can check it out here - https://automate.io/integration/servicenow/zendesk

You can create the exact flow that you mentioned above using Automate.io and see the bot work for you.

Thanks!

@Martin

I have a scenario where I have a client who is using ServiceNow for their internal issue tracking.  Our company  have provided a product to one of their requirement.  Currently they are logging any issues using that product via email address which in turn connect with our zendesk and creates ticket.  All comms happens through our zendesk and their email response.

They want to raise the issue with our product also with their SerivceNow and we want that to be in Zendesk from our end.  Any comms between us should be in one ticket.

Is this possible?

Regards,

Rajendran

I have similar need as @...

Scenario is Customer sends an email which will create a Zendesk ticket.

This should trigger create a new record in Service Now.

Similarly if any updates in Zendesk should also update the record in Service now.

When the ticket is solved in Zendesk the Service Now will also be resolved.

Is there a way to acheive this without a 3rd party integration tools?

Just using triggers and api?

Thanks,

@... and @... -

I think for both of you, your best bet is still going to be using a third-party connector. Zapier also appears to be able to connect Zendesk to ServiceNow: ServiceNow + Zendesk Integrations

While it would possible to build connections from scratch using the Zendesk REST API and ServiceNow's API (ultimately, that's exactly what these third-party integration services are doing), it would be a lot of work and is beyond our scope to support.

For what it's worth, here's the REST API documentation if you really want to give it a go:

Zendesk Support API - Introduction

ServiceNow REST API Reference

that's a really interesting use case. dave, thanks for the info. i would have gone for a custom connector, too. if i may recommend, although there is already a solution, to check the team behind zigiops. i know for sure that they can tailor a solution for a case like yours.

Peter (https://support.zendesk.com/hc/de/community/posts/4409506873370/comments/4409516943002)

I'm interested in point (2).. did you get support from SNow?

BTW I found that every Side Conversation (e-mail) flowing out from Zendesk, includes a Conversation-ID which is appended to the message body, eg.

Conversation ID: 866ce61b-1a0f-11ed-9450-86a1ebc0a2=
c7 725ce61b-7a0f-11ed-9480-86a1ebc0a2c7 c1b3tqw

Even if you don't see it, it's there always! (html code has display:none attribute for its tag)

So, my idea is that SNow could be configured to mail Zendesk by appending the same Conversation-ID, in order to match the original Ticket.