Jump to content
Martin Stevnhoved

Improvement of Zendesk integration

Recommended Posts


We are using the Zendesk-integration, and have some ideas that would improve the integration.

1. Notify that ticket creation fails. If password is changed or any other things result in Zendesk ticket not being created, we miss it.

2. Save ticket id on notification. It would be nothing more than fantastic if the notification list in Pulseway would visually show that a ticket was created. If it were possible to se the ticket number, you could also link directly to the Zendesk web app. Did I mention that this would be amazing?!!!

3. Global Zendesk settings. Today we set up Zendesk account for every server og group. I would be nice if the Zendesk account were a global setting, and that we could just define requester email-address (and notification levels pr. server/group). It would make it a lot easier to update the account settings, and setup new servers or groups.

4. On demand ticket creation. Today all notification that match the level filter are created as ticket. It would be nice if the settings could differentiate between "automatic" and "manually". Automatic would be the current way, and manually would allow to select "Create ticket" on the notifications in apps and dashboard. 

Share this post

Link to post
Share on other sites

Hi Martin,

Sorry for the delay. We plan on migrating the integration on the server side so #1,#2 and #3 will become possible. For #4 I'm not entirely sure how this would be helpful. Can you write a use case for #4?


Share this post

Link to post
Share on other sites

#4 is for sanity check. We have came to a volume, where we would like to have a dispacher monitoring the notification list. It would be nice to have him decide when to raise a ticket.

One example is that when we do windows update patching we have 100+ notifications that we don't want to be created as zendesk tickets. The servers are in maintenace mode durring the update, but in the hour after there is an increased cpu, memory and disk activity that creates a lot of obsolete notifications.

Br, Martin.

Share this post

Link to post
Share on other sites
12 minutes ago, jrtaylor3 said:

We are looking at Zendesk also, have these integration features happened?

I'm afraid that they didn't get implemented yet.


Share this post

Link to post
Share on other sites

What is the status @Paul

We could really really need the option to cheate ad-hoc tickets from apps or the dashboard.
We have a few times tried to enable Zendesk tickets, but we get floaded with ghost-notifications.
We need to have notifications validated by human before we create the ticket.

A simple comment-field on notifications, that has been implemented in dashboard and api, would be a convenient place to save the related ticket-number.

Share this post

Link to post
Share on other sites

Hey Martin,

Just to confirm, you want to be able to comment on notifications and have those comments available on the mobile apps, webapp and dashboard app?


Share this post

Link to post
Share on other sites

I want to create Zendesk tickets from notifications, from the notification list in your apps or the dashboard.
And when a ticket is created I would like the ticket number to be saved on the notification.

Ad-hoc creation of Zendesk tickets is not supported by you, so I might have to code our own notification list view from your API.
Bu I cannot find any place to write the ticket number, so unfortunately I would have to provide our ovn SQL table containing relation between Notification ID and Zendesk Tickets.

A writeable field, like comment or ticket id, on notifications would eliminate the use for a external table. Of course with API support.

But a built in function to create Zendesk-tickets from notification lists in your apps or as a minimum in the dashboard app would be the best approach.

Share this post

Link to post
Share on other sites

Hi @Martin Stevnhoved,

We already have Built in Zendesk integration. All notifications which are generated from the monitored system will be forwarded to the Zendesk. For more details about this please check out the following link.

Note: offline notifications are created by the Pulseway server, therefore this notification will not be sent to Zendesk via integration, but it can be done by forwarding email to your Zendesk.

Have you tried to enable the Support Request from your monitored systems? This will allow the end user create the notification on-demand and it will create the Zendesk ticket once the notification is sent. For more details about this, please check out this link.

Yes, that is correct that you will need to provide your own SQL table to to sync Zendesk ticket ID's and Notifications and display it in another web page. The Pulseway integration sends the ticket in your Zendesk, but we do not check what ticket number was assigned to it. Also, we currently do not support the option to update the Message in the Pulseway Notification via REST API, therefore we can not add Zendsk Tickets ID in the body for the notification at this time.


Share this post

Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

  • Similar Content

    • By Christopher
      i´m testing this RMM atm.
      Is it possible to implement WOL on a Probe?
      For example choosing the probe then the Machines Show up which are on the same Network or same Customer and Option to do WOL.
      If you´ve many Machines to Manage You would Need to Edit Firewall Rules for each Machine and Edit the Settings of each machine.Would be way to much work.
    • By Louwrens
      I know this would be a major change in the reporting interface, but how about an option to interact with the results of a report.
      Maybe one can choose  an additional "Report Format" when editing a report and have an option for Interactive?
      When this is enabled the output of the report is immediately displayed in web format with hyperlinks to automate certain tasks by sending a back-end task/script to the agent.
      For example:
      Report                                          Interaction Script Task (Relayed to the agent)
      Applications                               link next to each agent to uninstall the application
      Assets                                        link to create asset tag if none exist
      OS Patching                               link to assign Policy / Update now
      3rd Party Patching                    link next to each agent to update the application
      Drive Usage                               link to run a temp files cleanup job
      Anti-virus                                    install AV / Run Scan / Update (not sure how this ties in to the existing Kaspersky deployment)
    • By ARoode
      Does anyone have an update script for making and removing snapshots in VMware?
      I would like to use it together with Windows update scripts to search and install updates.
    • By AlanRTonn
      So I am really enjoying Pulseway, the systems are mostly well designed and work really well. They are simple and have no huge data entry overhead like other systems (Autotask).

      However, there are some improvements to be made in consistency through out the application. For example some text boxes for paragraphs of text allow you to tab into and out of them. Others don't some places where I click on a ticket opens the ticket in another separate popup window, others a new tab.
      The choices in made in some designs are really weird. For example, most save buttons are at the bottom of a dialog, a couple are at the top. That kind of change of process creates a headache when you just typed a novel on what was done and you miss the button and find the dialog is gone, and your masterpiece with it.
      I don't have the time right now to show/point out each of these that I have found, but I will be adding each of them here as soon as I can. I would like to think that the Dev's can find these faults themselves, but then you would think that if they knew those problems should have been taken care of already.
    • By peter.marshall
      It would be great if we could make Asset Info available when devices are offline.
      For example if a remote users PC fails to function and is still under warranty trying to explain to a user where to find the device Make, Model and serial number to log a warranty case is not always easy.
      If the asset information was available when the device was off line then it would make this process mach easier as it contains all the information required
      DAVID-O-MIIX Windows 10 Pro Offline Offline since 11 minutes ago Asset Info   System DAVID-0-MIIX Name LENOVO Manufacturer 20M3 Model x64-based PC Type Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz CPU 1 Number of Processors 8 Number of Logical Processors DAVID-O-MIIX DNS Host Name TEST.local Domain Administrator Owner Name LM_Workstation, LM_Server, NT, Potential_Browser Roles OK Status BIOS YD05UDx7 Serial Number 6NCN33WW Name LENOVO Manufacturer 6NCN33WW SMBIOS Version 3 SMBIOS Major Version 0 SMBIOS Minor Version LENOVO - 1 Version Monday, 12 November 2018 1:00 PM Release Date OK Status 6NCN33WW Description Operating System Windows 10 Pro Name 10.0.17763.0 Version Multiprocessor Free Build Type systemadmin Registered User NF6EE-QH89W-F8WST-WWXZ4-WFG6P Product Key 00330-50000-00000-AAOEM Serial Number 0 Service Pack Major Version 0 Service Pack Minor Version \Device\HarddiskVolume3 System Device C:\WINDOWS\system32 System Directory C:\WINDOWS Windows Directory Monday, 11 March 2019 12:40 PM Install Date Monday, 20 May 2019 4:30 PM Local Date and Time Monday, 20 May 2019 8:10 AM Last Boot Up Time test\anton.rider Last Logged On User
  • Create New...