Jump to a Section

Events

  • New Comment On Ticket Webhook

    Start a Flow when a new comment is added to a ticket.

    Output Fields

    • Comment
      • Comment ID (number) : A unique identification code for comment.
      • Ticket ID (number) : A unique identification code for ticket.
      • Body (text) : The commment in text.
      • Body(HTML) (text) : The comment with HTML.
      • AuthorID (number) : The user Id of the the comment’s author.
      • AttachmentID (list of number) : A comma-delimited list of attachment IDs associated with the comment.
      • Via Channel (text) A description of how the ticket was created (ex: “api, “web”, “mobile”).
      • Created At (text) : Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z).
      • Public? (true/false) : True if the comment is a public comment.  False otherwise.
  • New Ticket Web Hook

    Start Flow when a new ticket is created.

    Output Fields

    • Ticket
      • Ticket URL (text): The website URL the ticket is associated with.
      • External ID (text): A unique id you can use to link Zendesk Support tickets to local records.
      • Created At (date): Time and date organization was created.
      • Updated At (date): Time and date organization was last updated.
      • Type (text): The type of this ticket, i.e. “problem”, “incident”, “question”, or “task”.
      • Subject (text): The value of the subject field for this ticket.
      • Description* (text): The first comment on the ticket (header for ticket).
      • Priority (text): Priority defines the urgency with which the ticket should be addressed, “urgent”, “high”, “normal”, and “low”.
      • Status (text): The state of the ticket , “new, “open”, “pending”, “hold”, “solved”, or “closed”.
      • Recipient (text): The original recipient e-mail address of the ticket.
      • Requester ID (number): Identification code of  user who requested this ticket.
      • Submitter ID (number): Identification code of the user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket.
      • Assignee ID (number): Identification code of what agent is currently assigned to the ticket.
      • Collaborator ID (number): Identification code of who is currently CC’ed on the ticket.
      • Group ID (number): Identification number of the group this ticket is assigned to.
      • Forum Topic ID (number): The topic this ticket originated from, if any.
      • Problem ID(number): Identification code of the problem this incident is linked to, if any.
      • Has Incidents? (yes or no): Is true of this ticket has been marked as a problem, false otherwise.
      • Due At (date): If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
      • Tags (list): The array of tags applied to this ticket.
      • Via Channel (text): This object explains how the ticket was created using channels.
      • Satisfaction Score (text): The rating: “offered”, “unoffered”, “good” or “bad”.
      • Satisfaction Comment (text): The comment received with this rating, if available.
      • Sharing Agreement IDs (list): The ids of the sharing agreements used for this ticket.
      • Ticket Form ID (number): The Id of the ticket form to render for this ticket - only applicable for enterprise accounts.
      • Brand ID (number): The Id of the brand this ticket is associated with - only applicable for enterprise accounts.
    • Custom Fields : A dynamically generated list of any custom fields associated with the ticket. More on custom Fields.
  • Updated Organization

    Run Flow when updates are made to any organization’s fields.

    Output Fields

    • Organization

      • Organization ID (number): The unique identification code of organization user is associated with.
      • Organization URL (text): The URL of the organization website.
      • External ID (text): A unique indentification code you can specify for the user, to use externally.
      • Name (text): Name of user searched.
      • Created At (date): Time and date organization was created. This will be a year-month-day format.
      • Updated At (date): Time and date organization was last updated.
      • Domain Names (list): Drop down menu of possible domain names to associate with organization.
      • Details (text): Any details you want to store about the user, such as an address, age, hobby.
      • Notes (text): Any extra notes you want to store about the user.
      • Group ID (number): The unique identification number of group organization is associated with.
      • Shared Tickets? (true or false): If true is marked, tickets are not shared.
      • Shared Comments? (true or false):true if the comments within organization are shared, false otherwise.
      • Tags (list): Drop down menu of available tags related to organization.
    • Custom Fields : A dynamically generated list of any custom fields associated with the organization. More on custom Fields.

  • Updated Ticket WebHook

    This card monitors for tickets that are updated within Zendesk.

    Output Fields

    Any custom fields that exist will appear under ‘Record’.

    • Record
      • id (text): The ID of the ticket.
      • url (text): The URL of the ticket.
      • external id (text): An ID that you can assign to match this ticket with your own records.
      • type (text): The type of ticket.  Can be “problem”, “incident”, “question” or “task”.
      • subject (text): The subject of the ticket.
      • description (text): The first comment on a ticket.
      • priority (text): The priority of the ticket. Can be “urgent”, “high”, “normal”, or “low”.
      • status (text): The state of the ticket.  Can be “new”, “open”, “pending”, “hold”, “solved”, or “closed”.
      • recipient (text): The email address of the original recipient of the ticket.
      • requested id (text): The ID of the user who requested the ticket.
      • submitter id (text): The ID of the user who submitted the ticket.  The submitter will is the author of the first comment on the ticket.
      • assignee id (text): The ID of the agent to whom the ticket is assigned.
      • collaborator ids (text): A comma-delimited list of the IDs of the users who are currently CC’d on the ticket.
      • organization id (text): The ID of the organization of that the requester belongs to.
      • group id (text): The ID of the group the user is assigned to.
      • forum topic id (text): The ID of the forum topic that the ticket originated from, if any.
      • problem id (text): The ID of the problem that the ticket (if incident) is linked to, if any.
      • has incidents (text): Returns ‘true’ if the ticket type is ‘problem’.  Returns ‘false’ otherwise.
      • due at (text): The due date of the ticket if it is of type ‘task’.
      • tags (text): A comma-delimited list of the tags associated with the ticket.
      • via (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”).
      • satisfactionrating** (text):  The satisfaction rating of the ticket, or the state of satisfaction (“offered” or “unoffered”).
      • sharing agreement ids (List): A list of numbers of the sharing agreement IDs used for this ticket.
      • followupids** (List): A list of numbers of the follow up ticket IDs used for this ticket.
      • ticket form id (text): The ID of the brand associated with this ticket.
      • brand id (text): The ID of the brand associated with this ticket.
      • public? (True/False): True or false about whether the ticket is publicly viewed or not.
      • created at (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z).
      • updated at (text): Date and time that the ticket was most recently updated.

Actions

  • Comment on Ticket

    Comment on Ticket

    Comment on searched ticket.

    Input Fields

    • Ticket
      • Ticket ID (number): Unique Identification number of the ticket that comment will be added to. The ID could be found in the URL of the document in this format : http://< your domain>.zendesk.com/agent/tickets/< ticket ID >.
    • Membership
      • Body (text): Body of message/comment on ticket.
      • Public? (yes or no): True indicates comment is public to all viewers of ticket.

    Output Fields

    • There are no output fields.
  • Create Ticket

    Create new ticket.

    Input Fields

    • Ticket
      • Subject (text): The value of the subject field for this ticket.
      • Description (text): The first comment on the ticket (header for ticket).
      • Type (text): The type of this ticket, i.e. “problem”, “incident”, “question”, or “task”.
      • External ID (text): A unique id you can use to link Zendesk Support tickets to local records.
      • Priority (text): Priority defines the urgency with which the ticket should be addressed, “urgent”, “high”, “normal”, and “low”.
      • Status (text): The state of the ticket , “new, “open”, “pending”, “hold”, “solved”, or “closed”.
      • Recipient (text): The original recipient e-mail address of the ticket.
      • Requester ID (number): Identification code of  user who requested this ticket.
      • Submitter ID (number): Identification code of the user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket.
      • Assignee ID (number): Identification code of what agent is currently assigned to the ticket.
      • Group ID (number): Identification number of the group this ticket is assigned to.
      • Forum Topic ID (number): The topic this ticket originated from, if any.
      • Problem ID(number): Identification code of the problem this incident is linked to, if any.
      • Due At (date): If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
      • Ticket Form ID (number): The Id of the ticket form to render for this ticket - only applicable for enterprise accounts.
      • Brand ID (number): The Id of the brand this ticket is associated with - only applicable for enterprise accounts.
      • Tags (list): The array of tags applied to this ticket.

    Output Fields

    *   **Ticket ID** (_number_): Identification code of new ticket.
  • Custom API Action

    Make a custom, authenticated HTTP call to the Zendesk API.

    Options

    • Request Type (dropdown): use the appropriate request type depending on the endpoint/method
      • GET
      • POST
      • PUT
      • PATCH
      • DELETE

    Input

    • Relative URL (text): Specify the relative URL as /api/v2/{insert_remaining_URL}. You can specify query parameters in the relative URL using “?”, or specify the query parameters as an object key pair in the Query input.

        Example: https://{{auth.subdomain}}.zendesk.com{{input.Request.Relative URL}}
    • Query (object): Specify any additional query parameters that should be included in object format (key value pairs).

    • Headers (object): Specify any headers required in addition to authorization or content-type (these are already handled by this connector).

    • Body (object): Specify a request body in JSON format. Only available for POST, PUT, and PATCH requests.

    Output

    Response

    • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.
    • Headers (object): a detailed context for the status code, unrelated to the output body. Response headers are dependent on your selected HTTP request option. Note that not all headers are response headers. This will usually be a replica of the example below.

      Example: {"Content-type":"application/json"}
    • Body (object): data returned from your selected HTTP request (for example, the data from a GET request).

  • Read Ticket

    Read ticket from Zendesk.

    Input Fields

    • Read By
      • Ticket ID (number): Unique Identification number of the ticket that will be read by this card. The ID could be found in the URL of the document in this format : http://< your domain>.zendesk.com/agent/tickets/< ticket ID >.

    Output Fields

    • Ticket
      • Ticket URL (text): The website URL the ticket is associated with.
      • External ID (text): A unique id you can use to link Zendesk Support tickets to local records.
      • Created At (date): Time and date organization was created.
      • Updated At (date): Time and date organization was last updated.
      • Type (text): The type of this ticket, i.e. “problem”, “incident”, “question”, or “task”.
      • Subject (text): The value of the subject field for this ticket.
      • Description* (text): The first comment on the ticket (header for ticket).
      • Priority (text): Priority defines the urgency with which the ticket should be addressed, “urgent”, “high”, “normal”, and “low”.
      • Status (text): The state of the ticket , “new, “open”, “pending”, “hold”, “solved”, or “closed”.
      • Recipient (text): The original recipient e-mail address of the ticket.
      • Requester ID (number): Identification code of  user who requested this ticket.
      • Submitter ID (number): Identification code of the user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket.
      • Assignee ID (number): Identification code of what agent is currently assigned to the ticket.
      • Collaborator ID (number): Identification code of who is currently CC’ed on the ticket
      • Group ID (number): Identification number of the group this ticket is assigned to.
      • Forum Topic ID (number): The topic this ticket originated from, if any.
      • Problem ID(number): Identification code of the problem this incident is linked to, if any.
      • Has Incidents? (yes or no): Is true of this ticket has been marked as a problem, false otherwise.
      • Due At (date): If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
      • Tags (list): The array of tags applied to this ticket.
      • Via Channel (text): This object explains how the ticket was created using channels.
      • Satisfaction Score (text): The rating: “offered”, “unoffered”, “good” or “bad”.
      • Satisfaction Comment (text): The comment received with this rating, if available
      • Sharing Agreement IDs (list): The ids of the sharing agreements used for this ticket.
      • Ticket Form ID (number): The Id of the ticket form to render for this ticket - only applicable for enterprise accounts.
      • Brand ID (number): The Id of the brand this ticket is associated with - only applicable for enterprise accounts.
  • Search Tickets

    Search for one or more tickets and return the ticket ID(s). The ticket ID can be used with another other card to read the ticket, update its information, and more.

    Options

    • Return
      • Single ticket: if selected, this card will return the first ticket matching your search. Use this option when you are looking for a specific ticket.
      • All matching tickets: if selected, this card will return a collection of tickets matching your search. Use this option when you are looking for a filtered set of tickets.

    Input Fields

    Use one or more of the input fields to search for tickets.  The fields are searched cumulatively, meaning that if you provide search values for two fields, the card will only return ticket(s) that match both of those fields. Any results that you do not want to search by should be hidden from the card.

    • Ticket
      • Subject (text): The subject of the ticket.
      • Description (text): The description (or the first comment) on a ticket.
      • Type (option): The type of ticket.  Can be ”problem”, “incident”, “question” or “task”.
      • Priority (option): The priority of the ticket. Can be ”urgent”, “high”, “normal”, or “low”.
      • Status (text): The state of the ticket.  Can be ”new”, “open”, “pending”, “hold”, “solved”, or “closed”.
      • Requester (number): The ID of the user who requested the ticket.
      • Assignee (text): The ID of the agent to whom the ticket is assigned.
      • Organization (text): The ID of the organization of that the requester belongs to.
      • Group (text): The ID of the group the ticket is assigned to.
      • Due Date (text): The due date of the ticket if it is of type ‘task’. Must be in ISO 8601 format.
      • Tags (list of text): A list of the tags associated with the ticket. Ticket must have each of the tags in this list to be included in the search results.
      • Via Channel (option): The service channel where the ticket was created (ex: “api”, “web”, “mobile”).
      • Ticket Form (text): The ID of the ticket form that was used to render this ticket, if any.
      • Brand (text): The ID of the brand associated with this ticket.
      • Has Attachment? (boolean): If ‘True’ is selected, only tickets with attachments will be included in the results. If ‘False’ only tickets without attachments will be included in the results.
      • Attachment Name (text): The filename of any attachment.
      • CC (text): ID of any user who is currently CC’d on the ticket.
      • Custom Field Value (text): Searches each custom field on the ticket for a matching value.

    Output Fields

    If you selected “Single ticket” in the options step, the outputs will look like this:

    • Result
      • Ticket ID (text): The ID of the fist ticket returned by the search.

    If you selected “All matching tickets” in the options step, the outputs will look like this:

    • Result
      • Ticket IDs (collection of strings): The IDs of all tickets returned by the search.
  • Update Ticket

    Update previously created ticket.

    Input Fields

    • Update by
      • Ticket ID (number): Unique Identification number of the ticket that will be updated by this card. The ID could be found in the URL of the document in this format : http://< your domain>.zendesk.com/agent/tickets/< ticket ID >.
    • Ticket

      • Subject (text): The value of the subject field for this ticket.
      • Type (text): The type of this ticket, i.e. problem, incident, question, or task.
      • External ID (text): A unique id you can use to link Zendesk Support tickets to local records.
      • Priority (text): Priority defines the urgency with which the ticket should be addressed, urgent, high, normal, and low.
      • Status (text): The state of the ticket, e.g. new, open, pending, hold, solved, or closed.
      • Recipient (text): The original recipient e-mail address of the ticket.
      • Requester ID (number): Identification code of user who requested this ticket.
      • Submitter ID (number): Identification code of the user who submitted the ticket; The submitter always becomes the author of the first comment on the ticket.
      • Assignee ID (number): Identification code of what agent is currently assigned to the ticket.
      • Group ID (number): Identification number of the group this ticket is assigned to.
      • Forum Topic ID (number): The topic this ticket originated from, if any.
      • Problem ID(number): Identification code of the problem this incident is linked to, if any.
      • Due At (date): If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
      • Ticket Form ID (number): The Id of the ticket form to render for this ticket - only applicable for enterprise accounts.
      • Brand ID (number): The Id of the brand this ticket is associated with - only applicable for enterprise accounts.
      • Tags (list): The array of tags applied to this ticket.
    • Output Fields

      • There are no output fields.