Zendesk Response Integration via API

Purpose

This guide explains how to configure the Zendesk Response integration in Logsign USO, so that Incidents and Alarms can automatically, or an analyst can manually, create and update Zendesk tickets, and look up tickets/users/organizations, directly from a Logsign Incident. This lets Logsign use Zendesk itself as a ticketing target, separate from the "zendesk-support-docs" internal tooling used elsewhere in Logsign's own documentation workflow; this integration is a customer-facing Response integration for any organization that uses Zendesk as their support/ITSM platform.

Prerequisites

• A Zendesk account with API access.
• Either an API token (recommended) or a password-based agent account, plus the account's username/email and subdomain host.
• Use least privilege. Create a dedicated Zendesk agent account for this integration, scoped to ticket management, rather than reusing an administrator's personal login.

Step 1: Obtain Zendesk API Credentials

1. Log in to your Zendesk account as an administrator.
2. Go to Admin Center > Apps and integrations > APIs > Zendesk API, and enable Token Access if not already enabled.
3. Generate an API token and copy it immediately; treat it as a secret credential.
4. Note your Zendesk subdomain host (the yourcompany.zendesk.com address) and the email of the agent account the token is associated with.

Step 2: Configure the Integration in Logsign USO

In Logsign USO, go to Settings > Integrations > Responses, search for Zendesk, click Configure then +Device, and fill in:

Both Password and Api Key are present in the configuration form; use the API token (recommended, since it can be revoked independently of the agent's login password) rather than the agent's actual login password where possible. Click Create to save the device.

Available Methods

Tickets

• create-ticket (Containment) — creates a ticket. Args required: comment, requester_id; optional: type, subject, priority, status, assignee_id, organization_id, group_id, tags, custom_fields, macro_ids, and others.
• update-ticket — updates a ticket. Arg required: ticket_id; same optional field set as create-ticket.
• show-ticket (Analysis) — fetches a single ticket by id (required).
• list-tickets (Analysis) — lists tickets, with pagination/sort args.
• list-tickets-by-organization — lists tickets scoped to an organization. Arg: organization_id (required).
• list-tickets-by-user — lists tickets scoped to a user. Arg: user_id (required).

Users and organizations

• list-users — lists users.
• show-end-user — fetches end-user detail by id (required).
• list-users-by-group / list-users-by-organization — lists users in a group or organization by id (required).
• list-organizations-by-user — lists organizations for a user by id (required).

Fields and search

• list-ticket-fields — lists ticket field definitions.
• query — free-text/API search. Arg required: query; optional: sort_by, sort_order.

Troubleshooting

Notes and Limits

• Use list-ticket-fields, list-users, and query to confirm valid field/ID values before calling create-ticket or update-ticket with fields you are not certain about.