Using incident.io actions in action flows

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<p id="docs-hc-snippet" style="display: none;">Incident.io is an incident management platform that helps teams respond to and resolve incidents effectively. With the incident.io connector for action builder, you can create and manage incidents, update incident details, and retrieve incident information directly from your Zendesk action flows.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can connect action builder to incident.io to automate incident management within your workflows. This lets you create, update, look up, and search incidents directly from action flows, improving collaboration and incident response. Use a dedicated service account for authentication and manage API tokens securely to maintain control and security over your incident management integration.</p>
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<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as incident.io,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note" id="zug_action_flow_external_Incident_io__note_i2z_jtz_v3c">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows are
referred to collectively as <em class="ph i">external actions</em>.</div>
</div>
<p class="p">Incident.io is an incident management platform that helps teams respond to and resolve
incidents effectively. With the incident.io connector for action builder, you can create
and manage incidents, update incident details, and retrieve incident information
directly from your Zendesk action flows.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_action_flow_external_Incident_io__ul_ysp_sn4_zgc">
<li class="li"><a class="xref" href="#topic_fcs_gtn_g3c">Connecting incident.io to action builder</a></li>
<li class="li"><a class="xref" href="#topic_z1q_htn_g3c">Using incident.io actions in action flows</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcs_gtn_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting incident.io to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_fcs_gtn_g3c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<p class="p"><strong class="ph b">To generate an API token for authentication</strong></p>
<ol class="ol" id="topic_fcs_gtn_g3c__ol_tmd_q4m_cjc">
<li class="li">Sign in to your incident.io account.</li>
<li class="li">Go to <strong class="ph b">Settings</strong>.</li>
<li class="li">Navigate to <strong class="ph b">API tokens</strong>.</li>
<li class="li">Create a new API token with the necessary permissions.</li>
<li class="li">Save the API token or keep the window open so you can copy and paste it into
Zendesk. You'll need it when connecting incident.io to action builder.</li>
</ol>
<div class="note important" id="topic_fcs_gtn_g3c__note_lt4_w4m_cjc">
<span class="importanttitle">Important:</span> Keep your API token secure and don't share
it. The token grants access to your incident.io account and allows action flows to
perform operations on your behalf.</div>
<div class="p">
<strong class="ph b">To connect action builder to incident.io</strong><ol class="ol" id="topic_fcs_gtn_g3c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">incident.io</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow incident.io's prompts to authenticate and complete the
connection.<div class="note" id="topic_fcs_gtn_g3c__note_ilr_mtz_v3c">
<span class="notetitle">Note:</span> All external actions performed by
an action flow are attributed to the user who connected the external
system. Therefore, it is a best practice to use a dedicated service
account rather than personal credentials when connecting to each
external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
incident.io.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1q_htn_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Using incident.io actions in action flows</h2>
<div class="body">
<p class="p">Incident.io action steps can be used to look up forms and search for survey
responses.</p>
<div class="p">The following incident.io actions are available:<ul class="ul" id="topic_z1q_htn_g3c__ul_jby_q44_zgc">
<li class="li"><a class="xref" href="#topic_lck_r44_zgc">Create incident</a></li>
<li class="li"><a class="xref" href="#topic_nsv_tpm_cjc">Update incident</a></li>
<li class="li"><a class="xref" href="#topic_xqx_zpm_cjc">Lookup incident</a></li>
<li class="li"><a class="xref" href="#topic_mf5_dqm_cjc">Search incidents</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lck_r44_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Creating a new incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create incident</em> action to create a new incident in incident.io
with specified details.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lck_r44_zgc__table_dgb_n11_w3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e236" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e238" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e236" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e238" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Name</code>,
<code class="ph codeph">Severity</code><p class="p">Optional:
<code class="ph codeph">Summary</code>, <code class="ph codeph">Incident
status</code>, <code class="ph codeph">Visibility</code>,
<code class="ph codeph">Call URL</code></p>
<div class="note" id="topic_lck_r44_zgc__note_qpc_spm_cjc">
<span class="notetitle">Note:</span> Visibility options include Public
or Private (defaults to Public). Call URL can be a link
to an incident call or bridge such as Zoom or Google
Meet.</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e236" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e238" style="text-align:left;vertical-align:top;">Incident details including ID, name, status, severity,
and creation timestamp</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_nsv_tpm_cjc">
<h3 class="title topictitle3" id="ariaid-title5">Updating an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Update incident</em> action to update an existing incident's properties
in incident.io.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nsv_tpm_cjc__table_osv_tpm_cjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e319" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e321" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e319" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e321" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code><p class="p">Optional:
<code class="ph codeph">Name</code>, <code class="ph codeph">Summary</code>,
<code class="ph codeph">Severity</code>, <code class="ph codeph">Incident
status</code>, <code class="ph codeph">Call URL</code></p>
<div class="note" id="topic_nsv_tpm_cjc__note_psv_tpm_cjc">
<span class="notetitle">Note:</span> Visibility options include Public
or Private (defaults to Public). Call URL can be a link
to an incident call or bridge such as Zoom or Google
Meet.</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e319" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e321" style="text-align:left;vertical-align:top;">Updated incident details including ID, name, status,
severity, and update timestamp</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_xqx_zpm_cjc">
<h3 class="title topictitle3" id="ariaid-title6">Looking up an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup incident</em> action to retrieve detailed information about a
specific incident by its ID.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xqx_zpm_cjc__table_yqx_zpm_cjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e402" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e404" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e402" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e404" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e402" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e404" style="text-align:left;vertical-align:top;">Complete incident details including ID, name, summary,
status information (ID and name), severity information (ID
and name), call URL, and timestamps</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_mf5_dqm_cjc">
<h3 class="title topictitle3" id="ariaid-title7">Searching for incidents</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search incidents</em> action to find incidents based on various filter
criteria.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mf5_dqm_cjc__table_nf5_dqm_cjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e468" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e470" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e468" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e470" style="text-align:left;vertical-align:top;">Optional: <code class="ph codeph">Status category</code>,
<code class="ph codeph">Severity</code>, <code class="ph codeph">Incident
type</code>, <code class="ph codeph">Created at (date range)</code>,
<code class="ph codeph">Updated at (date range)</code>, <code class="ph codeph">After
cursor</code>, <code class="ph codeph">Page size</code><div class="note" id="topic_mf5_dqm_cjc__note_c3l_mqm_cjc">
<span class="notetitle">Note:</span> Date range filters should use the
format YYYY-MM-DD~YYYY-MM-DD. Page size can be 1-250
incidents.</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e468" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e470" style="text-align:left;vertical-align:top;">Array of incidents with ID, name, summary, status
information (ID and name), severity information (ID and
name), and creation timestamp; also includes pagination
cursor</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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