Zendesk
- Jonas Gonzalez
Zendesk provides customer service software featuring an email ticketing system for a better customer experience.
Connect Zendesk with Devo SOAR
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 Devo SOAR 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.
``` {json}{ "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](doc:jinja-template) JSON field containing the params for the Zendesk API. Example: '{"externel_id": "1234"}' | Optional |
| Limit | [Jinja-templated](doc:jinja-template) text containing the limit for the Zendesk API (Default is 500). | Optional |
### Output
JSON containing the following items:
```JSON
{
"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
}Release Notes
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.