# Zendesk User Guide Using the Zendesk integration after installation After completing the [integration configuration](/integrations/zendesk-integration-guide), you can manage PagerDuty incidents in Zendesk, create Zendesk tickets from PagerDuty incidents, and view the PagerDuty status dashboard within Zendesk. > **Pricing Plan:** The Zendesk integration is available to accounts on the following pricing plans: Customer Service Professional, Customer Service Business, Customer Service Digital Operations (legacy), and Enterprise for Customer Service. [Contact our Sales Team](https://www.pagerduty.com/contact-sales/) to upgrade to a plan featuring the Zendesk integration. ## Manage PagerDuty Incidents From Zendesk 1. To manage PagerDuty incidents in Zendesk, navigate to a **Zendesk ticket** and click **Apps** on the right side of the screen. 2. The PagerDuty app appears and prompts you to log in to your PagerDuty account. **Note**: If you do not have a PagerDuty account, you can still view any incidents linked to the Zendesk ticket, but you cannot take action to coordinate a response or communicate with stakeholders. ![Log in to PagerDuty](/images/kb/2b33333179b40125042bc3e2dafc4114658b2821ee02935d59afb0a006880c71-zendesk-login-incident-command-console.webp) 3. After logging in to PagerDuty, you can take actions from the Zendesk Incident Command Console on the right side of a ticket: - **Create Incident** or **Link Incident**: [Create a new incident](#create-a-pagerduty-incident) or [link to an existing open incident](#link-to-a-pagerduty-incident). The following actions are also available from the menu: > **Required Permissions:** If you do not see some of the actions listed below, you can have a limitation based on your permissions, which are listed in the linked article for each feature. Contact your team’s administrator for assistance. \* _Features marked with an asterisk are available on the following pricing plans: Business, Digital Operations (legacy), and Enterprise for Incident Management. [Contact our Sales Team](https://www.pagerduty.com/contact-us/#contact-sales) to upgrade to a plan with these features._ | Action | Instructions | | :-------------------------------------------------------------------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [Acknowledge](/incident-management/incidents/overview#incident-states) | Acknowledge that you are working on the incident and pause any further escalation. Confirm your selection by clicking **Acknowledge** in the modal. | | [Resolve](/incident-management/incidents/overview#incident-states) | Resolve the incident. Enter an optional resolution note and click **Resolve** in the modal. | | [Edit Incident Details](/incident-management/incidents/edit-incidents) | Edit the PagerDuty incident title or [incident priority](/incident-management/incidents/incident-priority), then click **Update incident**. | | [Escalate](/incident-management/incidents/reassign-incidents) | Escalate the incident to another user or level on the associated escalation policy. Select a user from the dropdown and click **Escalate**. | | [Add Note](/incident-management/incidents/edit-incidents#add-a-note-to-an-incident) | Add a note about the incident to communicate with internal teams following it. Enter your desired text and click **Add Note**. | | [Add Responders](/incident-management/incidents/add-responders)\* | Add more responders to help with the incident. Select **Users** and/or **Escalation Policies**, enter an optional message, and click **Add Responders**. | | [Add Subscribers](/incident-management/communicate/communicate-with-stakeholders#add-subscribers-to-an-incident)\* | Add subscribers to the incident to receive future status updates. Select the desired **Users** and/or **Teams**, and click **Add Subscribers**. | | [Send a Status Update](/incident-management/communicate/communicate-with-stakeholders#sending-status-updates-to-subscribers)\* | Send a status update to internal stakeholders subscribed to this incident. Enter your desired text and click **Send a Status Update**. | | [Run an Incident Workflow](/ai-automation/automation/incident-workflows) | Run an incident workflow to mobilize responders, engage stakeholders with status updates, and set up collaboration in Slack, Zoom, and Microsoft Teams. Select an **Incident Workflow** from the dropdown and click **Run**. | | [Run Automation Actions](/ai-automation/automation/automation-actions) | Run Automation Actions from PagerDuty to execute scripts run by an automation runner and shorten resolution times. | | [Reassign](/incident-management/incidents/reassign-incidents#reassign-an-incident-from-pagerduty) | Reassign the incident to a different user or to another team’s escalation policy. Select **Users** and/or an **Escalation Policy**, and click **Reassign**. | | Unlink Incident | Unlink the incident from this Zendesk ticket. The system prompts you to confirm your selection. Click **Unlink Incident** in the modal. | 4. To condense the information in the Incident Command Console, you can collapse the **Detail**, **Timeline**, or **Notes** headers. You can also click at the bottom of the console to choose which pieces of information to display. ### Create a PagerDuty Incident 1. While viewing a Zendesk ticket, expand the **PagerDuty** app from the right pane and click **Create Incident**. 2. Enter values for the following fields: **Incident Title**, **PagerDuty Service**, **PagerDuty Priority**, and **Incident description**. 3. Click **Create Incident**. ### Link to a PagerDuty Incident 1. While viewing a Zendesk ticket, expand the **PagerDuty** app from the right pane and click **Link Incident**. 2. In the dropdown menu of the modal, search or select a PagerDuty incident. 3. Click **Link Incident**. This links the Zendesk ticket to the PagerDuty incident. You can view the link to the Zendesk ticket on the incident details page in PagerDuty. - You can repeat this process as needed to link multiple PagerDuty incidents to a Zendesk ticket. ![Linked Zendesk ticket](/images/kb/69a6223f324986288d3014a6e21cfcf355f2adac8104dcf357c2292ba5e9934b-Linked_Zendesk_ticket.webp) **Note**: You can view up to 10 linked Zendesk tickets on the incident details page in PagerDuty. ## Create a Zendesk Ticket From a PagerDuty Incident To create a Zendesk ticket based on a PagerDuty incident, execute the action from the incident details page in PagerDuty. You can only create a Zendesk ticket if the service for the incident connects to Zendesk. 1. In PagerDuty, click an incident title to open the incident details page. 2. Select **More** → **Create Ticket -** `your-subdomain`. 3. In the **Create Ticket** modal, enter the following information: - **Ticket Type** - **Ticket priority** - **Subject** - **Comment** 4. Click **Create Ticket**. Zendesk creates a corresponding ticket via its API: ![Linked case in Zendesk](/images/kb/bc44563b32651058461d131cb1a931b5d63cca938fd3a50c4551baa8ecf7a3aa-zendesk-api-ticket-example.webp) ## View Internal Status Page in Zendesk > **Pricing Plans:** The [Internal Status Page](/incident-management/communicate/status-pages/internal) feature is available on the following pricing plans: Customer Service Business, Customer Service Digital Operations (legacy), and Enterprise for Customer Service. [Contact our Sales Team](https://www.pagerduty.com/contact-sales/) to upgrade to a plan including the Internal Status Page feature. The PagerDuty [Internal Status Page](/incident-management/communicate/status-pages/internal) is available in Zendesk, allowing support agents to check real-time system health from where they work. To view your Internal Status Page in Zendesk, in an account with the PagerDuty Zendesk integration configured, click the **PagerDuty** app icon at the top right near your user icon. A dropdown appears with an overview of your current status. Click a [business service](/incident-management/services/business-services) name to expand a list of impacting incidents. ![View Internal Status Page](/images/kb/5c07b53880b7c5ba59ccb08db9106ab06c5557bfe3aa5d54008357f33789de54-internal_status_page.webp) To the right of an impacting incident, click → **Subscribe to this incident** to receive [status updates](/incident-management/services/business-services/subscription) for the incident. ### Select a Different Internal Status Page If your PagerDuty account configures more than one Internal Status Page, you can select a different dashboard: 1. Click the **PagerDuty** app icon at the top right near your user icon and click in the bottom right of the pane. 2. Select a status dashboard from the dropdown and click **Save**.