Skip to main content

Celonis Product Documentation

Zendesk (Action Flows)

The Zendesk modules allow you to watch, create, update, list, retrieve, and delete the articles, comments, forum posts, groups, organizations, tickets, and users in your Zendesk account.

Getting started with Zendesk

Prerequisites

Caution

The module dialog fields that are displayed in bold (in the Execution Management System Action Flow, not in this documentation article) are mandatory!

Connecting Zendesk to Execution Management System

To connect your Zendesk account to Execution Management System you need to obtain the Unique Identifier and Secret from your Zendesk account and insert it in the Create a connection dialog in the Execution Management System module.

1. Log in to your Zendesk account.

2. Click Settings Icon > API > Accept the terms and conditions > Get Started.

61d6bee8a6514.png

3. Click the OAuth Clients tab > Add OAuth client. Enter the following details.

Client Name

Enter the client's name. For example, Execution Management System.

Description

Enter the details of the client.

Company

Enter the company name which displays when users request to grant access.

Logo

Enter the URL address of the company logo.

Unique Identifier

Enter a unique name of your client for use in code. For example, my_first_app. This field auto-populates and you can change it at any time.

Redirect URLs

Enter the redirect URL as https://www.integromat.com/oauth/cb/zendesk/

OAuth redirect URI domain

Notice that the redirect URI starts with https://www.integromat.com instead of https://www.make.com. This is currently a known issue in Make.

Make was formerly called Integromat, which means you can trust this URL as much as any Make URL.

4. Click Save and accept the alert message for saving the secret.

5. Copy the Unique Identifier and Secret to your clipboard.

61d6beea12653.png

6. Go to Execution Management System and open the Zendesk module's Create a connection dialog.

61d6beeb73d09.gif

7. In the Connection name field, enter a name for the connection.

8. In the Domain field, enter the domain name. For example, if your Zendesk account's web address is www.xyz.zendesk.com then your domain name is xyz.

9. In the Unique Identifier and Secret fields, enter the unique identifier and secret details copied in step 5 respectively. Click Continue.

10. Confirm the access dialog by clicking Allow.

61d6beee2ba66.png

The connection has been established.

Triggers
Watch Tickets

Triggers when a new ticket is created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Watch

Select the option for the tickets you want to watch:

  • Only new tickets

  • All changes

Search By

Select or map the option to search the tickets:

  • User Defined Query

  • Filter

Filtering

Enter (map) the query to search for the tickets that match the specified query. For more information on setting up a filter, see the Zendesk documentation. The type:ticket is automatically added to the query.

Filter

Select or map the field and its value to search for the tickets that match the specified filters.

Limit

Set the maximum number of tickets Execution Management System should return during one scenario execution cycle.

Watch Tickets in a View

Checks whether new tickets were created in a view.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

View ID

Select or map the View ID in which you want to watch the tickets.

Watch

Select or map the option to search the tickets:

  • User Defined Query

  • Filter

Status

Select or map the status of the ticket you want to watch:

  • New

  • Open

  • Pending

  • Hold

  • Solved

  • Closed

Limit

Set the maximum number of tickets Execution Management System should return during one scenario execution cycle.

Watch Ticket Activity

Checks whether there are new audits (activity) on a ticket.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Ticket ID

Enter the Ticket ID whose activities you want to watch.

Limit

Set the maximum number of tickets Execution Management System should return during one scenario execution cycle.

List Tickets

Retrieves all tickets (except for archived or soft-deleted tickets).

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Sort By

Select or map the option to sort the tickets you are searching for:

  • Date of the last update

  • Created at

  • Priority

  • Status

  • Ticket type

Sort Order

Select or map the order to list the tickets:

  • Ascending

  • Descending

Filter by User or Organization

Select or map the option to filter the tickets:

  • User

  • Organization

User

Select or map the user whose tickets you want to list.

Filter

Select or map the option to list the specific tickets of the user:

  • Requested Tickets

  • CC'd Tickets

  • Assigned Tickets

Filter by Organization

Select or map the organization whose tickets you want to list.

Limit

Set the maximum number of tickets Execution Management System should return during one scenario execution cycle.

Search Tickets

Returns tickets that match specified criteria.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Search By

Select or map the option to search the tickets:

  • User Defined Query

  • Filter

Filtering

Enter (map) the query to search the tickets that match the specified query. For more information on setting up a filter, see the Zendesk documentation. The type:ticket is automatically added to the query.

Filter

Select or map the field and its value to search the tickets that match the specified filters.

Sort by

Select or map the option to sort the tickets you are searching for:

  • Date of the last update

  • Created at

  • Priority

  • Status

  • Ticket type

Sort order

Select or map the order to list the tickets:

  • Ascending

  • Descending

Limit

Set the maximum number of tickets Execution Management System should return during one scenario execution cycle.

List Soft Deleted Tickets

Retrieves tickets that were soft deleted.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Sort By

Select or map the option to sort the deleted tickets:

  • Date of the last update

  • Created at

  • Priority

  • Status

  • Ticket type

Sort Order

Select or map the order to the deleted tickets:

  • Ascending

  • Descending

Limit

Set the maximum number of tickets Execution Management System should return during one scenario execution cycle.

Get a Ticket

Retrieves a ticket.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Ticket ID or Ticket External ID

Select or map the option to choose the ticket whose details you want to retrieve:

  • Ticket ID

  • Ticket External ID

Ticket ID

Select or map the Ticket ID whose details you want to retrieve.

Ticket External ID

Select or map the Ticket External ID whose details you want to retrieve.

Creates a Ticket

Creates a ticket.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Subject

Enter the subject line of the ticket.

Comment Type

Select the comment type of the ticket:

  • HTML

  • Plain text

Comment

Enter (map) the comment text either in HTML Body or plain text format.

Public Comment

Select the checkbox if this is a public comment. By default, the comment is an internal note; if you check this box, it becomes a public comment. The email CC field only works if public comment is sent.

Author ID

Select or map the Author ID who is entering the comment.

Uploads

Add the upload token to upload the attachments.

Closed Ticket ID

Select or map the Closed Ticket ID of a closed ticket for which you create a follow-up ticket.

Type

Select or map the ticket type:

  • Problem

  • Incident

Priority

Select the priority of the ticket:

  • Urgent

  • High

  • Normal

  • Low

Status

Select the status of the ticket:

  • New

  • Open

  • Pending

  • Hold

  • Solved

  • Closed

Requester ID

Enter the Requester ID who raised the support ticket.

Submitter ID

Enter the submitter ID who submitted the ticket. The submitter becomes the author of the first comment on the ticket if no author ID is provided.

Assignee ID

Enter the Assignee ID to whom the ticket is assigned.

Group ID

Enter the Group ID to which the ticket is assigned.

Recipient

Enter (map) the original recipient e-mail address of the ticket.

Collaborators

Select the collaborators of the ticket. This field allows the selection of multiple user IDs for collaborators. However, this field can be used more flexibly (adding users through email or even on-the-fly creation of users). For more information, see the Zendesk Documentation.

Followers

Add the User ID and email address of the users whom you want to add as followers for the ticket.

Email CCs

Add the User ID and email address of the users you want to add to the CC field of the email you want to send regarding the ticket.

Ticket Form ID

Select or map the Ticket Form ID option from the list.

Macro IDs

Select or map the Macro ID for the ticket. For example, customers not responding.

Tags

Enter the tags to filter the ticket when searching.

Brand ID

Select or map the Brand ID of the ticket. For example, company name.

Metadata

Enter (map) the ticket metadata in JSON format. For more information, see the Zendesk Documentation.

External ID

Enter an External ID to associate the Zendesk ticket with the local records.

Problem ID

Enter the Problem ID linked to the incident if the ticket type is selected as an incident.

Custom Fields

Add the custom fields and their values. For example, ticket due date.

Update a Ticket

Updates a ticket. The update allows for adding a new comment too.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Ticket ID

Select or map the Ticket ID whose details you want to update.

Comment Type

Select the comment type of the ticket:

  • HTML

  • Plain text

Comment

Enter (map) the comment text either in HTML Body or plain text format.

Public Comment

Select the checkbox if this is a public comment. By default, the comment is an internal note; if you check this box, it becomes a public comment. The email CC field only works if public comment is sent.

Author ID

Select or map the Author ID who is entering the comment.

Uploads

Add the upload token to upload the attachments.

Closed Ticket ID

Select or map the Closed Ticket ID of a closed ticket for which you create a follow-up ticket.

Type

Select or map the ticket type:

  • Problem

  • Incident

Priority

Select the priority of the ticket:

  • Urgent

  • High

  • Normal

  • Low

Status

Select the status of the ticket:

  • New

  • Open

  • Pending

  • Hold

  • Solved

  • Closed

Requester ID

Enter the Requester ID who raised the support ticket.

Submitter ID

Enter the submitter ID who submitted the ticket. The submitter becomes the author of the first comment on the ticket if no author ID is provided.

Assignee ID

Enter the Assignee ID to whom the ticket is assigned.

Group ID

Enter the Group ID to which the ticket is assigned.

Recipient

Enter (map) the original recipient e-mail address of the ticket.

Collaborators

Select the collaborators of the ticket. This field allows the selection of multiple user IDs for collaborators. However, this field can be used more flexibly (adding users through email or even on-the-fly creation of users). For more information, see the Zendesk Documentation.

Followers

Add the User ID and email address of the users you want to add as followers for the ticket.

Email CCs

Add the User ID and email address of the users you want to add to the CC field of the email you want to send regarding the ticket.

Ticket Form ID

Select or map the Ticket Form ID option from the list.

Macro IDs

Select or map the Macro ID for the ticket. For example, customers are not responding.

Tags

Enter the tags to filter the ticket when searching.

Brand ID

Select or map the Brand ID of the ticket. For example, company name.

Metadata

Enter (map) the ticket metadata in JSON format. For more information, see the Zendesk Documentation.

External ID

Enter an External ID to associate the Zendesk ticket with the local records.

Problem ID

Enter the Problem ID linked to the incident if the ticket type is selected as an incident.

Custom Fields

Add the custom fields and their values. For example, ticket due date.

Merge Tickets

Merges tickets into a single ticket.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Ticket ID

Enter the target Ticket ID to which you want to merge a ticket.

Ticket IDs

Add the source Ticket ID which you want to merge.

Target Comment

Enter the comment for merging the source ticket.

Target Comment Public

Select whether the in-target ticket's comment is public or private.

Source Comment

Enter the comment for merging with the target ticket.

Source Comment Public

Select whether the in-source comments are public.

Soft Delete a Ticket

Soft deletes a ticket.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Ticket ID

Enter the Ticket ID you want to delete.

Permanently Deletes a Ticket

Deletes a ticket permanently.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Soft Delete or Soft + Hard Delete

Select or map the option using which you want to delete the ticket:

  • Soft + Permanent Delete

  • Permanent Delete

Note: To delete a ticket permanently, you first need to soft delete the ticket.

Ticket ID

Enter the Ticket ID you want to delete.

Upload Attachments

Uploads attachments for future use in a ticket.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Attachments

Add the attachment details: File Name Enter (map) the file name. Data Enter (map) the file data.

Ticket Comments
Watch a Ticket's Comments

Checks whether new comments were made on a specified ticket.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Limit

Enter the maximum number of comments Execution Management System should return during one scenario execution cycle.

List Ticket's Comments

Lists the Comments were made on a specified ticket.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Ticket ID

Select or map a Ticket ID whose comments you want to list.

Limit

Enter the maximum number of comments Execution Management System should return during one scenario execution cycle.

Create a Ticket Comment

Creates a ticket comment.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Ticket ID

Enter the Ticket ID to which you want to add a comment.

Comment

Add the comment details:

Plain Body

Enter the comment text in plain body format.

HTML Body

Enter the comment text in HTML body format.

Public Comment

Select whether the comment is public. By default, this is an internal note; if you check this box, it becomes a public comment. Note: The email CC field only works if a public comment is sent.

Author ID

Enter (map) the Author ID who is commenting.

Uploads

Add the uploads: Enter upload tokens from the module Upload attachments .

Ticket Custom Field Options
List Ticket Custom Field Options

List the options of a ticket custom field.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Custom Field ID

Select or map the Custom Field ID whose options you want to list:

  • Multi-Select Test

  • Dropdown Test

Limit

Set the maximum number of field options Execution Management System should return during one execution cycle.

Create or Update a Ticket Field Option

Creates or updates a drop-down ticket field option.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Custom Field ID

Select or map the Custom Field ID whose options you want to list:

  • Multi-Select Test

  • Dropdown Test

Create or Update

Select or map the option whether you want to create or update the ticket.

Option ID

Select or map the Option ID whose details you want to update.

Option Name

Enter (map) the option name. For example, Ticket ID.

Option Value

Enter (map) the option value. For example, ID value.

Remove a Ticket Field Option

Removes a drop-down ticket field option.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Custom Field ID

Select or map the Custom Field ID whose option you want to delete:

  • Multi-Select Test

  • Dropdown Test

Option ID

Select or map the Option ID you want to delete.

Organizations
Watch Organizations

Checks whether new organizations were created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Watch

Select the option for the organizations you want to watch:

  • Only new organizations

  • All changes

Filtering

Add the filtering query to watch the organizations based on the specified query. For detailed information on setting up a filter, see the Zendesk documentation. The type:organization is automatically added to the query.

Limit

Set the maximum number of organizations Execution Management System should return during one scenario execution cycle.

List Organization

Retrieves all organizations.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Filter by User or Organization Name

Select the option for the organizations you want to watch:

  • Users

  • Organization Name

Filter by User ID

Select or map the User ID whose organizations you want to list.

Filter by Organization Name

Enter (map) the name to list the organizations that match the specified name.

Limit

Set the maximum number of organizations Execution Management System should return during one scenario execution cycle.

Search Organizations

Searches for an organization that matches the specified criteria.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Sort By

Select or map the option to sort the organizations:

  • Created Date

  • Updated Date

Sort Order

Select or map the order in which you want to arrange the search results. For example, Ascending.

Filtering

Enter (map) the filtering query to search the organizations that match the query. For detailed information on setting up a filter, see the Zendesk documentation. The type:organization is automatically added to the query.

Limit

Set the maximum number of organizations Execution Management System should return during one scenario execution cycle.

Get an Organization

Retrieves an organization.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Organization ID or Organization External ID

Select or map the option to retrieve the details of the organization:

  • Organization ID

  • Organization External ID

Organization ID

Select or map the Organization ID whose details you want to retrieve.

Organization External ID

Select or map the Organization External ID whose details you want to retrieve.

Create or Update an Organization

Creates a new organization.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Create or Create/Update

Select or map the option for the action you want to perform:

  • Create Only

  • Create or update if an organization exists

Organization Name

Enter (map) the organization name. The organization name is required for creating organizations and not for updating them. This field can be updated if combined with an existing organization ID or an existing external organization ID and must always be unique.

Organization ID

Select or map the Organization ID.

External Organization ID

Enter (map) the External Organization ID to identify the organization in the external systems.

Domain Names

Add the domain names for the organization. For example, Execution Management System.

Details

Enter (map) any information about the organization.

Notes

Enter any additional information you would like to mention about the organization.

Group ID

Select the Group ID associated with the organization. New tickets from users in this organization are automatically put in this group. For example, support.

Shared Tickets

Select whether the organization has shared tickets. End users in this organization can see each other's tickets.

Shared Comments

Select whether the organization has shared comments. End users in this organization can see each other's comments on tickets.

Tags

Select or map the tags for the organization.

Organizational Fields

Add any additional fields about the organization. For example, date.

Update an Organization

Updates an existing organization.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Organization ID

Select or map the Organization ID whose details you want to update.

Organization Name

Enter (map) the organization name. The organization name is required for creating organizations and not for updating them. This field can be updated if combined with an existing organization ID or an existing external organization ID and must always be unique.

External Organization ID

Enter (map) the External Organization ID to identify the organization in the external systems.

Domain Names

Add the domain names for the organization. For example, Execution Management System.

Details

Enter (map) any information about the organization.

Notes

Enter any additional information you would like to mention about the organization.

Group ID

Select the Group ID associated with the organization. New tickets from users in this organization are automatically put in this group. For example, support.

Shared Tickets

Select whether the organization has shared tickets. End users in this organization can see each other's tickets.

Shared Comments

Select whether the organization has shared comments. End users in this organization can see each other's comments on tickets.

Tags

Select or map the tags for the organization.

Organizational Fields

Add any additional fields about the organization. For example, date.

Delete an Organization

Deletes an organization.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Organization ID or Organization External ID

Select or map the option through which you want to delete the organization.

Organization ID

Select or map the Organization ID you want to delete.

Organization External ID

Select or map the Organization External ID you want to delete.

Groups
Watch Groups

Checks whether new groups were created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Watch

Select the option for the groups you want to watch:

  • Only New Organizations

  • All Organizations

Filtering

Enter (map) the query to watch the groups that match the specified query. For detailed information on setting up a filter, see the Zendesk documentation. The type:group is automatically added to the query.

Limit

Enter the maximum number of groups Execution Management System should return during one scenario execution cycle.

List Groups

Retrieves all groups.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Filters

Select or map the option to list the groups:

  • User

  • Assignable Groups Only

Filter by User ID

Select or map the User ID whose groups you want to list.

Limit

Set the maximum number of groups Execution Management System should return during one execution cycle.

Get a Group

Retrieves a group.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Group ID

Select or map the Group ID whose details you want to retrieve.

Create a Group

Creates group.

Required Permissions: write

Connection

Establish a connection to your Zendesk account.

Name

Enter (map) a name for the group.

Description

Enter (map) the details of the group.

Update a Group

Updates an existing group.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Group ID

Select or map the Group ID whose details you want to update.

Name

Enter (map) a new name for the group.

Description

Enter (map) the details of the group.

Delete a Group

Deletes a group.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Group ID

Select or map the Group ID you want to delete.

Users
Watch Users

Checks whether new users were created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Watch

Select the option for the users you want to watch:

  • Only New Users

  • All Users

Filtering

Enter (map) the query to watch the users that match the specified query. For more information on setting up a filter, see the Zendesk documentation. The type:user is automatically added to the query.

Limit

Set the maximum number of users Execution Management System should return during one scenario execution cycle.

List Users

Retrieves all users, a group's, or an organization's users.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Filter by Group ID or Organization ID

Select or map the option to search the users:

  • Organization ID

  • Group ID

Organization ID

Select or map the Organization ID whose users you want to list.

Group ID

Select or map the Group ID whose users you want to list.

Filter by Default Role ID

Select or map the Default Role ID of the users you want to list.

Filter by Custom Role ID

Select or map the Custom Role ID of the users you want to list.

Limit

Set the maximum number of users Execution Management System should return during one execution cycle.

Search Users

Searches for a user that matches specified criteria.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Sort By

Select or map the option to sort the users:

  • Created Date

  • Updated Date

Sort Order

Select or map the order in which you want to list the users. For example, Ascending.

Filtering

Enter (map) the query to filter the users that match the specified query. For more information on setting up a filter, see the Zendesk documentation. The type:user is automatically added to the query.

Limit

Select the user role you are creating:

  • Agent

  • Administrator

  • End User

If you do not select a role for the user, the new user is assigned the role of the end-user.

Get a User

Get an existing user.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

User ID or User External ID

Select or map the option to retrieve the users:

  • User ID

  • User External ID

User ID

Select or map the User ID whose details you want to retrieve.

User External ID

Select or map the User External ID whose details you want to retrieve.

Create or Update a User

Creates a user.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Create or Create/update

Select or map the option to create or update a user:

  • Create Only

  • Create or Update if a user already exists

User ID

Select the User ID whose details you want to update.

Name

Enter the name of the user.

Email

Enter the email address of the user.

External ID

Enter (map) the External ID of the user to identify in external systems.

Role

Select the user role you are creating:

  • Admin

  • Agent

  • End User

Ticket Registration

Select or map the ticket access for the user:

  • Organization

  • Requested

Verified

Select whether you want to send a verification mail to the user.

Organization ID

Select or map the Organization ID to which the user belongs.

Details

Enter (map) any additional information you want to store about the user. For example, address.

Phone

Enter the user's phone number.

Locale

Enter (map) the BCP-47 compliant tag for the locale.

Locale ID

Enter (map) the locale ID of the user. This field is applicable if the locale is not available.

Suspended

Select whether the user is suspended.

Tags

Select or map the tags for the user.

Time zone

Enter (map) the time zone for the user. For more information on a valid time zone, click here.

User fields

Add the user fields. For example, the user's birthday.

Update a User

Updates a user.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

User ID

Select the User ID whose details you want to update.

Name

Enter (map) the name of the user.

Email

Enter (map) a new email address of the user. This will not update the primary email but will add a secondary email.

Role

Select the user role you are creating:

  • Agent

  • Admin

  • End User

If you do not select a role for the user, the new user is assigned the role of the end-user.

External ID

Enter (map) the External ID which you can link to Zendesk tickets to local records.

Alias

Enter (map) the alias name for the user.

Verified

Select whether you want to send a verification email to the user.

Organization ID

Select or map the Organization ID to which the user belongs.

Details

Enter (map) the details of the user.

Notes

Enter any additional information you would like to mention about the user.

Phone

Enter (map) the phone number of the user.

External ID

Enter (map) the External ID of the user to identify in external systems.

Locale

Enter (map) a BCP-47 compliant tag for the locale.

Locale ID

Enter (map) the language ID of the user.

Suspended

Select whether the user is suspended.

Tag

Enter (map) the tags to filter the user when searching.

Ticket Restriction

Select the access for tickets of the user:

  • Organization

  • Groups

  • Assigned

  • Requested

  • Null

Time Zone

Enter (map) the time zone applicable to the user. For more information on a valid time zone, click here.

User fields

Add the user fields. For example, the user's birthday.

Delete a User

Deletes a user.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

User ID or User External ID

Select or map the option through which you want to delete the user:

  • User ID

  • User External ID

User ID

Select or map the User ID you want to delete.

User External ID

Select or map the User External ID you want to delete.

Other Triggers
Watch Events

Watches specific events configured by the user through Zendesk triggers or automation.

Webhook Name

Enter a name for the webhook.

See the Setting Up Webhooks section to add a webhook in your Zendesk account.

Watch Articles

Checks whether new articles were created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Watch

Select the option for the articles you want to watch:

  • Only New Articles

  • All Articles

Limit

Set the maximum number of results Execution Management System should return during one execution cycle.

Watch Article Comments

Checks whether new comments were added to an article.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Article ID

Select or map the Article ID whose comments you want to watch.

Limit

Set the maximum number of article comments Execution Management System should return during one execution cycle.

Watch Forum Posts

Checks whether new forum posts were created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Filter by User or Topic

Select or map the option for the forum posts you want to watch:

  • User

  • Topic

Filter by User

Select or map the user whose forum posts you want to watch.

Filter by Topic

Select or map the option for which topic you want to watch:

  • General Discussion

  • Feature Requests

Watch

Select or map the option for the forum posts you want to watch:

  • Only New Forum Posts

  • All Forum Posts

Limit

Set the maximum number of forum posts Execution Management System should return during one execution cycle.

Watch Forum Post Comments

Checks whether new comments were added to a forum post.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Filter by User or Post

Select or map the option for the forum post comments you want to watch:

  • User

  • Post

Filter by User

Select or map the user whose forum posts comments you want to watch.

Filter by Post

Select or map the post whose forum posts comments you want to watch.

Limit

Set the maximum number of forum post comments Execution Management System should return during one execution cycle.

Watch Views

Checks whether new views were created.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Watch

Select the option for the views you want to watch:

  • Only New Views

  • All Views

Limit

Set the maximum number of views Execution Management System should return during one execution cycle.

Other
Add, Replace, or Remove Tags

Adds tags or replaces existing ticket, user, or organization tags.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

Add, Replace or Remove

Select or map the action you want to perform:

  • Add

  • Replace

  • Remove

User or Organization or Ticket

Select or map the option that you want to add, replace, or remove the tags:

  • User

  • Organization

  • Ticket

User ID

Select or map the user ID whose tags you want to add, replace, or remove.

Organization ID

Select or map the organization ID whose tags you want to add, replace, or remove.

Ticket ID

Select or map the ticket ID whose tags you want to add, replace, or remove.

Tags

Select or map the tags you want to add, replace, or remove.

Search Anything

Retrieves any kind of object making your query.

Required Permissions: read

Connection

Establish a connection to your Zendesk account.

Filtering

Enter (map) the query for filtering the results you want to search. For more information on setting up a query, see the Zendesk documentation.

Sort By

Select or map the option to sort the search results:

  • Created Date

  • Updated Date

  • Priority

  • Status

  • Ticket Type

Sort Order

Select or map the order in which you want to arrange the search results:

  • Ascending

  • Descending

Limit

Set the maximum number of results Execution Management System should return during one execution cycle.

Make an API Call

Performs an arbitrary authorized API Call.

Required Permissions: read, write

Connection

Establish a connection to your Zendesk account.

URL

Enter a path relative to https://your.url.zendesk.com. For example: /api/v2/users/{user.id}.json

For the list of available endpoints, refer to the Zendesk API Documentation.

Method

Select the HTTP method you want to use:

  • GET - to retrieve information for an entry.

  • POST - to create a new entry.

  • PUT - to update/replace an existing entry.

  • PATCH - to make a partial entry update.

  • DELETE - to delete an entry.

Headers

Enter the desired request headers. You don't have to add authorization headers; we already did that for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.

Setting Up Zendesk Webhooks
Setting Up Zendesk Webhooks

1. Log in to your Execution Management System account. Open the Watch Events module, enter a name for the webhook, click Save, and copy the URL address to your clipboard. Click OK and Save the trigger.

61d6bef0a31bd.gif

2. Log in to your Zendesk account. Click Settings > Extensions > add target.

61d6bef3180b6.png

3. Click URL target.

61d6bef4bf86f.png

4. Enter the following details and click Submit.

Title

Enter (map) a name for the extension.

URL

Enter (map) the URL address copied in step 1.

Method

Select or map the applicable method for the extension:

  • Get

  • Post

  • Put

Attribute Name

Enter (map) the name of the message attribute. If the name of the message attribute is a value, for example, your Notify Target action message will be appended to the target URL as http://somedomain/a/path?value=message+with+placeholders+evaluated

Basic Authentication

Add the credentials if the target needs username/password authentication. Leave blank if credentials are not required.

5. Go back to Settings > Triggers > Add Trigger.

61d6bef6380ee.png

6. Enter the following details and click Create.

Trigger Name

Enter a name for the trigger.

Description

Enter the details of the trigger you want to create.

Conditions

Add the conditions when you want to receive the trigger.

Add Action

Add the actions for which you want to receive the trigger. For example, Status.