Zendesk
Version: 3.3.2
Zendesk provides customer service software featuring an email ticketing system for a better customer experience.
Connect Zendesk with LogicHub
- Navigate to Automations > Integrations.
- Search for Zendesk.
- Click Details, then the + icon. Enter the required information in the following fields.
- Label: Enter a connection name.
- Reference Values: Define variables here to templatize integration connections and actions. For example, you can use https://www.{{hostname}}.com where, hostname is a variable defined in this input. For more information on how to add data, see 'Add Data' Input Type for Integrations.
- Verify SSL: Select option to verify connecting server's SSL certificate (Default is Verify SSL Certificate).
- Remote Agent: Run this integration using the LogicHub Remote Agent.
- URL: URL of the Zendesk server.
- User: User name to log in with.
- Password: Password to log in with (Either password or token is required).
- API Token: API Token to log in with (Either password or token is required).
- After you've entered all the details, click Connect.
Actions for Zendesk
Create Ticket
This action creates a ticket with the specified details whenever the parent table has any results. The parent table's data is put into the ticket's body field.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
|---|---|---|
| Title Column Name | Column name that contains the title of the ticket to create. | Required |
| Body Column Name | Column name that contains the body of the ticket to create. | Required |
| Type | Issue type. | Required |
| Priority | Issue priority. | Required |
| Assignee | Assign ticket to the selected user. | Required |
Output
A JSON object containing multiple rows of result:
- has_error: True/False
- error: message/null
- result: creates a ticket.
{
"has_error": true,
"error": "There was a problem with creating the ticket, please check the base_url and credentials and try again. 422 Client Error: Unprocessable Entity for url: https://d3v-logichub.zendesk.com//api/v2/tickets.json"
}
List Tickets
This action list all ticket. The query parameter is not supported for this action.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
|---|---|---|
| Params | Jinja-templated JSON field containing the params for the Zendesk API. Example: '{"externel_id": "1234"}' | Optional |
| Limit | Jinja-templated text containing the limit for the Zendesk API (Default is 500). | Optional |
Output
JSON containing the following items:
{
"tickets":[
{
"follower_ids":[
],
"via":{
"source":{
"to":{
},
"from":{
},
"rel":null
},
"channel":"api"
},
"updated_at":"2021-08-05T18:21:10Z",
"submitter_id":115334723372,
"assignee_id":null,
"brand_id":114094725151,
"id":345,
"custom_fields":[
],
"subject":"Spark 3.3.3.3",
"sharing_agreement_ids":[
],
"allow_attachments":true,
"collaborator_ids":[
],
"priority":"urgent",
"satisfaction_rating":null,
"type":"incident",
"from_messaging_channel":false,
"status":"new",
"description":"UserLoginFailed",
"tags":[
],
"forum_topic_id":null,
"organization_id":null,
"due_at":null,
"is_public":true,
"requester_id":115334723372,
"followup_ids":[
],
"recipient":null,
"problem_id":null,
"url":"https://test-logichub.zendesk.com/api/v2/tickets/345.json",
"fields":[
],
"created_at":"2021-08-05T18:21:10Z",
"raw_subject":"Spark 3.3.3.3",
"ticket_form_id":114093994012,
"email_cc_ids":[
],
"allow_channelback":false,
"has_incidents":false,
"group_id":114095259271,
"external_id":null
}
],
"count":1,
"has_error":false,
"error":null
}
Update Ticket
This action takes a ticket object that lists the values to update. All properties are optional.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
|---|---|---|
| Ticket ID | Jinja-templated text containing the ticket ID for the Zendesk API. | Required |
| Ticket Object | Jinja-templated JSON field containing the ticket object for the Zendesk API. Example: '{"ticket": {"comment": {"body": "Thanks for choosing Acme Jet Motors.","public": true},"custom_status_id": 321,"status": "solved"}}' | Optional |
Output
JSON containing the following items:
{
"audit":{
"via":{
"source":{
"to":{
},
"from":{
},
"rel":null
},
"channel":"api"
},
"created_at":"2023-05-09T09:38:53Z",
"id":15605239709325,
"ticket_id":345,
"author_id":115334723372,
"events":[
{
"body":"Thanks for choosing Acme Jet Motors.",
"plain_body":"Thanks for choosing Acme Jet Motors.",
"attachments":[
],
"audit_id":15605239709325,
"public":true,
"author_id":115334723372,
"type":"Comment",
"id":15605239709453,
"html_body":"<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Thanks for choosing Acme Jet Motors.</p></div>"
}
],
"metadata":{
"system":{
"latitude":45.8234,
"client":"python-requests/2.18.4",
"ip_address":"52.26.159.7",
"location":"Boardman, OR, United States",
"longitude":-119.7257
},
"custom":{
}
}
},
"ticket":{
"follower_ids":[
],
"via":{
"source":{
"to":{
},
"from":{
},
"rel":null
},
"channel":"api"
},
"updated_at":"2023-05-09T09:38:53Z",
"submitter_id":115334723372,
"assignee_id":115334723372,
"brand_id":114094725151,
"id":7897,
"custom_fields":[
],
"subject":"Automation: ad.getfond.info",
"sharing_agreement_ids":[
],
"allow_attachments":true,
"collaborator_ids":[
],
"priority":"urgent",
"satisfaction_rating":null,
"type":"incident",
"from_messaging_channel":false,
"status":"solved",
"description":"This will become the description 96.17.161.137",
"tags":[
],
"forum_topic_id":null,
"organization_id":null,
"due_at":null,
"is_public":true,
"requester_id":115334723372,
"followup_ids":[
],
"recipient":null,
"problem_id":null,
"url":"https://test-logichub.zendesk.com/api/v2/tickets/345.json",
"fields":[
],
"created_at":"2020-08-23T11:58:00Z",
"raw_subject":"Automation: ad.getfond.info",
"ticket_form_id":114093994012,
"email_cc_ids":[
],
"allow_channelback":false,
"has_incidents":false,
"group_id":114095259271,
"external_id":null
},
"has_error":false,
"error":null
}
List Comments
This action returns the comments added to the ticket.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
|---|---|---|
| Ticket ID | Jinja-templated text containing the ticket ID for the Zendesk API. | Required |
| Limit | Jinja-templated text containing the limit for the Zendesk API (Default is 100). | Optional |
Output
JSON containing the following items:
{
"count":5,
"has_error":false,
"comments":[
{
"body":"This will become the description 96.17.161.137",
"plain_body":"This will become the description 96.17.161.137",
"via":{
"source":{
"to":{
},
"from":{
},
"rel":null
},
"channel":"api"
},
"attachments":[
],
"audit_id":1172531969212,
"created_at":"2020-08-23T11:58:00Z",
"public":true,
"author_id":115334723372,
"metadata":{
"system":{
"latitude":45.8491,
"client":"python-requests/2.18.4",
"ip_address":"1.1.1.1",
"location":"Boardman, OR, United States",
"longitude":-119.7143
},
"custom":{
}
},
"type":"Comment",
"id":1172531969252,
"html_body":"<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">This will become the description 96.17.161.137</p></div>"
}
],
"error":null
}
Get Ticket
This action returns a number of ticket properties though not the ticket comments.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
|---|---|---|
| Ticket ID | Jinja-templated text containing the ticket ID for the Zendesk API. | Required |
Output
JSON containing the following items:
{
"ticket": {
"url": "https://sek5487.zendesk.com/api/v2/tickets/1f.json",
"id": 17,
"external_id": "zen:side_conversation:dd7e48:ticket:1",
"via": {
"channel": "side_conversation",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2024-04-04T18:40:54Z",
"updated_at": "2024-04-28T23:01:15Z",
"generated_timestamp": 1714753,,
"type": "question",
"subject": "1",
"raw_subject": "1",
"description": "HELLO WORLD",
"priority": null,
"status": "open",
"recipient": null,
"requester_id": 2720755,
"submitter_id": 27420755,
"assignee_id": null,
"organization_id": 2459,
"group_id": 28025283,
"collaborator_ids": [
24523
],
"follower_ids": [
2418823
],
"email_cc_ids": [
2818823
],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [
"de",
"exemplo",
"support",
"zendesk"
],
"custom_fields": [
{
"id": 2227,
"value": null
}
],
"satisfaction_rating": {
"score": "unoffered"
},
"sharing_agreement_ids": [],
"custom_status_id": 24598971,
"fields": [
{
"id": 29227,
"value": null
}
],
"followup_ids": [],
"ticket_form_id": 24595315,
"brand_id": 2459003,
"allow_channelback": false,
"allow_attachments": true,
"from_messaging_channel": false
},
"error": null,
"has_error": false
}
Create Ticket V2
This action creates a ticket with the specified details whenever the parent table has any results. The parent table's data is put into the ticket's body field.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
|---|---|---|
| Title | Jinja-templated text containing the title of the ticket to create. | Required |
| Body | Jinja-templated text containing the body of the ticket to create. | Required |
| Type | Issue type. | Required |
| Priority | Issue priority. | Required |
| Assignee | Assign ticket to selected user | Optional |
| Custom Fields | Jinja-templated JSON containing the value of custom field which you want to add. Example : [{ "id": 34, "value": "I need help!" }] | Optional |
| HTML Body | Select if the provided body is of html type. Default is No | Optional |
Output
JSON containing the following items:
{
"ticket": {
"url": "https://zendesk.com/api/v2/tickets/29.json",
"id": 29,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2024-08-07T06:03:32Z",
"updated_at": "2024-08-07T06:03:32Z",
"generated_timestamp": 0,
"type": "question",
"subject": "TESTING 4",
"raw_subject": "TESTING 4",
"description": "My web page\n# Hello, world!\n\nThis is my first web page.\n\nIt contains a **main heading** and _paragraph_",
"priority": "urgent",
"status": "open",
"recipient": null,
"requester_id": 20608360548882,
"submitter_id": 20608360548882,
"assignee_id": 20608360548882,
"organization_id": 20608355625234,
"group_id": 20608355625106,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 20608378808338,
"value": null
},
{
"id": 20608911359890,
"value": "140"
},
{
"id": 20608914970770,
"value": "HTML body"
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"custom_status_id": 20608360649490,
"fields": [
{
"id": 20608378808338,
"value": null
},
{
"id": 20608911359890,
"value": "140"
},
{
"id": 20608914970770,
"value": "HTML body"
}
],
"followup_ids": [],
"ticket_form_id": 20608360631058,
"brand_id": 20608355616018,
"allow_channelback": false,
"allow_attachments": true,
"from_messaging_channel": false
},
"audit": {
"id": 20609136273938,
"ticket_id": 29,
"created_at": "2024-08-07T06:03:32Z",
"author_id": 20608360548882,
"metadata": {
"system": {
"client": "python-requests/2.25.0",
"ip_address": "34.246.144.16",
"location": "Dublin, L, Ireland",
"latitude": 53.3379,
"longitude": -6.2591
},
"custom": {}
},
"events": [
{
"id": 20609136274066,
"type": "Comment",
"author_id": 20608360548882,
"body": "My web page\n# Hello, world!\n\nThis is my first web page.\n\nIt contains a **main heading** and _paragraph_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">My web page<h1 dir=\"auto\">Hello, world!</h1><p dir=\"auto\">This is my first web page.</p><p dir=\"auto\">It contains a <strong>main heading</strong> and <em> paragraph </em></p></div>",
"plain_body": "My web page Hello, world! This is my first web page. It contains a main heading and paragraph",
"public": true,
"attachments": [],
"audit_id": 20609136273938
},
{
"id": 20609136274194,
"type": "Create",
"value": "20608360548882",
"field_name": "assignee_id"
},
{
"id": 20609136274322,
"type": "Create",
"value": "urgent",
"field_name": "priority"
},
{
"id": 20609136274450,
"type": "Create",
"value": "TESTING 4",
"field_name": "subject"
},
{
"id": 20609136274578,
"type": "Create",
"value": "question",
"field_name": "type"
},
{
"id": 20609136274706,
"type": "Create",
"value": "20608360548882",
"field_name": "requester_id"
},
{
"id": 20609136274834,
"type": "Create",
"value": "HTML body",
"field_name": "20608914970770"
},
{
"id": 20609136274962,
"type": "Create",
"value": "140",
"field_name": "20608911359890"
},
{
"id": 20609136275090,
"type": "Create",
"value": "open",
"field_name": "status"
},
{
"id": 20609136275218,
"type": "Create",
"value": "20608355625106",
"field_name": "group_id"
},
{
"id": 20609136275346,
"type": "Create",
"value": "20608355625234",
"field_name": "organization_id"
},
{
"id": 20609136275474,
"type": "Create",
"value": "20608355616018",
"field_name": "brand_id"
},
{
"id": 20609136275602,
"type": "Create",
"value": "20608360631058",
"field_name": "ticket_form_id"
},
{
"id": 20609136275730,
"type": "Create",
"value": "20608360649490",
"field_name": "custom_status_id"
},
{
"id": 20609136275858,
"type": "Notification",
"via": {
"channel": "rule",
"source": {
"from": {
"deleted": false,
"title": "Notify requester of new proactive ticket",
"id": 20608355635730
},
"rel": "trigger"
}
},
"subject": "{{ticket.title}}",
"body": "This ticket was created on your behalf.<br/><br/>To add additional comments, reply to this email.<br/><br/>{{ticket.latest_public_comment_html}}",
"recipients": [
20608360548882
]
},
{
"id": 20609136275986,
"type": "Notification",
"via": {
"channel": "rule",
"source": {
"from": {
"deleted": false,
"title": "Notify all agents of received request",
"id": 20608355638930
},
"rel": "trigger"
}
},
"subject": "[{{ticket.account}}] {{ticket.title}}",
"body": "A ticket (#{{ticket.id}}) by {{ticket.requester.name}} has been received. It is unassigned.<br/><br/>{{ticket.latest_comment_html}}",
"recipients": [
20608360548882,
20608422237970
]
}
],
"via": {
"channel": "api",
"source": {
"from": {},
"to": {
"name": "TEST",
"address": "TEST"
},
"rel": null
}
}
},
"error": null,
"has_error": false
}
Release Notes
v3.3.2- Added a new actions:Create Ticket V2that supports HTML body and custom fields.v3.3.0- Added a new actions:Get Ticket.v3.2.3- Added token based authentication at connection level.v3.1.1- Added 3 new actions:List Tickets,Update TicketandList Comments.v3.0.0- Updated architecture to support IO via filesystemv2.0.8- Added documentation link in the automation library.
Updated 5 months ago