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.
- Log in to Zendesk.
- Select Settings.
- Select Extensions.
- Select the Targets tab.
- Select add target.
- Select URL target.
- 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.
- To check if all the details are correct, select Test Target then click Submit.
- You should get a success response if the details are correct (i.e., Vonage API Key and API Secret).
- Once you have successfully tested, you can create the target.
- To configure Zendesk to send your SMS notifications using a trigger, under Business Rules, select Triggers.
- Select Add Trigger and configure the trigger.
- 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.
- 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).
- You can now send an SMS from Zendesk using the Vonage SMS API.
- The recipient configured in your target (e.g., the ticket requester) will receive an SMS via the Vonage SMS API.
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