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How to Integrate Vonage APIs with Zendesk


Objective

Using Vonage APIs with Zendesk.

Applies To

  • Vonage Communications APIs
  • Zendesk

Procedure

To integrate Vonage APIs with Zendesk in order to send outbound SMS via triggers and automations, you will use the extension URL Target from Zendesk.

  1. Log in to Zendesk.
  2. Select Settings.
  3. Select Extensions.
  4. Select the Targets tab.
  5. Select add target.
  6. Select URL target.
  7. Fill in the required values:
    • Title - Name your target as desired.
    • URL - https://rest.nexmo.com/sms/json?username=NEXMO_API_KEY&password=NEXMO_API_SECRET&from=YOUR_BRAND&to={{ticket.requester.phone}} if you want to send SMS to the ticket requester. You may choose to use other placeholders with the to parameter instead of {{ticket.requester.phone}}.
    • Method - Use POST.
    • Attribute Name - Text.
    • Basic Authentication - Leave blank as your credentials are set in the URL field.
  8. To check if all the details are correct, select Test Target then click Submit.
  9. You should get a success response if the details are correct (i.e., Vonage API Key and API Secret).
  10. Once you have successfully tested, you can create the target.
  11. To configure Zendesk to send your SMS notifications using a trigger, under Business Rules, select Triggers.
  12. Select Add Trigger and configure the trigger.
  13. Populate the Conditions fields that you want to be true for the Trigger and set up the action to be performed. In this case, the action will be Notifications: Notify target and you will select the previously created Target. You can populate the message field with the text that you want to be sent, using Zendesk placeholders as desired.
  14. Note that if you have used the {{ticket.requester.phone}} placeholder in your target, you must ensure that the phone number field is correctly populated in the Zendesk user profile (using the international format, ie. +1, +44).
  15. You can now send an SMS from Zendesk using the Vonage SMS API.
  16. The recipient configured in your target (e.g., the ticket requester) will receive an SMS via the Vonage SMS API.
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