Using incident.io actions in action flows


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.


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Summary: ◀▼
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.




By connecting the action builder 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.
Note: The steps associated with external systems in action flows are
referred to collectively as external actions.

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.
This article contains the following topics:
Connecting incident.io to action builder
Using incident.io actions in action flows




Connecting incident.io to action builder

Before you can include external actions in your action flows, you must connect the
action builder to the external system.
When connecting to external systems for use in action flows, the following best practices are recommended:
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.
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.
When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.


To generate an API token for authentication

Sign in to your incident.io account.
Go to Settings.
Navigate to API tokens.
Create a new API token with the necessary permissions.
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.


Important: 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.

To connect action builder to incident.io
In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action
flows.

Create or edit an action flow.
Open the step sidebar.
Under External actions, click incident.io.
Click Connect.
Follow incident.io's prompts to authenticate and complete the
connection.
Note: 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.



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.



Using incident.io actions in action flows

Incident.io action steps can be used to look up forms and search for survey
responses.
The following incident.io actions are available:
Create incident
Update incident
Lookup incident
Search incidents




Creating a new incident

Use the Create incident action to create a new incident in incident.io
with specified details.
This action has the following inputs and outputs:










Variables




Inputs
Required: Name,
Severity Optional:
Summary, Incident
status, Visibility,
Call URL

Note: 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.



Output
Incident details including ID, name, status, severity,
and creation timestamp








Updating an incident

Use the Update incident action to update an existing incident's properties
in incident.io.
This action has the following inputs and outputs:










Variables




Inputs
Required: Incident ID Optional:
Name, Summary,
Severity, Incident
status, Call URL

Note: 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.



Output
Updated incident details including ID, name, status,
severity, and update timestamp








Looking up an incident

Use the Lookup incident action to retrieve detailed information about a
specific incident by its ID.
This action has the following inputs and outputs:










Variables




Inputs
Required: Incident ID



Output
Complete incident details including ID, name, summary,
status information (ID and name), severity information (ID
and name), call URL, and timestamps








Searching for incidents

Use the Search incidents action to find incidents based on various filter
criteria.
This action has the following inputs and outputs:










Variables




Inputs
Optional: Status category,
Severity, Incident
type, Created at (date range),
Updated at (date range), After
cursor, Page size
Note: Date range filters should use the
format YYYY-MM-DD~YYYY-MM-DD. Page size can be 1-250
incidents.



Output
Array of incidents with ID, name, summary, status
information (ID and name), severity information (ID and
name), and creation timestamp; also includes pagination
cursor








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