Martin

I would like to ask you about "integration" - email pairing between Zendesk and ServiceNow.

Example

Customer has ServiceNow and Employees create service request (issues with HW, SW,...) 

I am one of  a solve group with specific role. Our company use Zendesk and we pair other servicedesk tool (from many customers) to Zendesk. Zendesk is one tool for my work with many cusotmers (they work with different SD tools).

I want to set communication between Zendesk and ServiceNow. 

Now, I have:

- I see received requests from ServiceNow in Zendesk

- ServiceNow shows comments on tickets from Zendesk

-.....

My issue

When, I solve request/ticket Zendesk does not send correct information to ServiceNow. I still see in servicenow unresolved requirements that I have solved in zendesk. I need to create a trigger (Business rule) in Zendesk but I do not know the correct credentials for email communication between ServiceNow and Zendesk for soved tickets.