Zendesk Integration

Zendesk provides a complete customer service solution that is easy to use and scales with your business. Customer service is about more than the customer. It’s about your business and your teams, too. Zendesk not only makes things easy on your customers, but set your teams up for success, and keep your business in sync. It’s everything you need, in one powerful package.

Enabling this integration in Cisco XDR will make the Zendesk API available as a target for automation workflows. Workflows can be used to do things like create Zendesk tickets when Cisco XDR incidents are generated.

  1. In the Cisco XDR navigation menu, choose Administration > Integrations.

  2. On the Integrations page, click the Third-Party tab and navigate to the Zendesk integration.

  3. Click the plus sign (+) in the lower-right corner of the card. The Zendesk integration page is displayed.

  4. Expand the Integration Guide area and follow the instructions on how to add the Zendesk integration in Cisco XDR.

You can perform the following tasks after you integrate Zendesk with Cisco XDR:

  • Pivot Menu - Use the Pivot menu to access actions in <Product Name>. Available actions include <partial list>.

  • Automation:

    • Atomic Actions - The atomic actions for Zendesk can be used as building blocks in custom workflows. These can be found as available Actions in the left menu of the Workflow Editor. See Atomic Actions and Workflows.

    • Workflows - The workflows for Zendesk can be installed from the Automation Exchange. See Workflows and Exchange.

    • Target - The Zendesk target is automatically created for out-of-box and custom workflows. See Targets Created From Integrations.

    • Playbooks - An Automation system workflow that uses Zendesk and is included in the Cisco Managed Incident Playbook can be used to Document and Notify. See Identification on the Response page.