Update ticket in Zendesk when Zabbix problem is resolved

[RobinH]

Hey,

I try to update tickets in Zendesk when the status for the problem changes to resolved.
As it is now, Zendesk creates a new ticket when the status changes.

Is there anyone that knows what settings I may need to change to make this work?

[cyber]

As I understand, it should be see Zendesk side, what decides, based on sent data, what should happen, either create new or close the old one.

Reading this https://www.zabbix.com/integrations/zendesk#zendesk kind of points, that it always creates a new one, as is your current situation...

If a trigger fires, Zabbix will send an event to a service in Zendesk. Event from Zabbix will trigger a new incident on the Zendesk service.

That webhook script part mentions creating a ticket and updating a ticket, but not closing a ticket.. But I am pretty sure that api allows closing the requests...

https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/

[RobinH]

Thanks for the reply.

Ok, I thought about that too, if it was easier to just create a rule or trigger on the Zendesk side. But I find it hard to find out what data from the ticket that should be a good trigger value.
To close the ticket should not be any problem, that one I can set a time limit how long it should be in solved status.

So basically I want the "resolved message" to become a status update as solved on the current ticket.

[cyber]

You need something that helps you to submit data to existing ticket, something like ticket ID. So you can be sure to update correct one.
I have no knowledge what that API returns if you open a ticket. If it is a ticket id, you could save it to a tag and reuse later during update...