Zendesk

The Zendesk Data Operation provides the capability to create a Zendesk ticket, update a Zendesk ticket, and query Zendesk tickets. For more information, see Zendesk Integration.

Use Cases

• Gather information from a form and create a ticket in Zendesk with the form data

• Update fields in a ticket throughout a customer journey

#Data Operation Properties

Datasource

The Zendesk Instance to perform the Data Operation on. The dropdown options are populated by the list of integrated Instances in your Airkit App under Settings > Integrations.

Operation

There are three types of operations that can be performed:

Create ticket (Create Ticket)

####Requester

The user requesting the ticket and can either be selected from a dropdown or an Expression can be passed in. When using an Expression, the requester expects the requester_id.

By checking Use a custom expression, the field becomes an Expression editor.

####Ticket Fields

The fields associated with the ticket when creating a ticket.

####First Comment (Description) Format (optional)

Expects type text.

The format of the first comment to be attached to the Zendesk ticket. The format can either be HTML or Plain Text.

####Is the first comment/description public (optional)

If checked, the first comment is public. If unchecked, the first comment is an internal note.

####First Comment/Description

Expects type text.

The description of the submitted ticket. The first comment expects a string or HTML.

####Tags (optional)

Expects type list.

The array of tags applied to this ticket.

By checking Use a custom expression, the field becomes an Expression editor.

Update ticket (Update Ticket)

####Ticket ID

The ID of the ticket. The ID can either be selected from a dropdown or through an expression.

####Requester

The requester is the user requesting the ticket. The requester can either be selected from a dropdown or an expression can be passed in. When using an expression, the requester expects the requester_id.

#####Ticket Fields

Expects type text.

The fields associated with the ticket when creating a ticket. Ticket fields can be updated through the dropdowns by clicking on the '+' icon. Or through passing a JSON object by clicking on the expression icon.

####First Comment (Description) Format (optional)

Expects type text.

The description of the submitted ticket. The first comment expects a string or HTML.

####Is the first comment/description public (optional)

If checked, the first comment is public. If unchecked, the first comment is an internal note.

####First Comment/Description

The description of the submitted ticket. The first comment expects a string or HTML.

List tickets (List all tickets)

Run Results

Create ticket: The response from the created ticket with some metadata attached. This is stored in variable so it can be parsed or transformed across your Data Flow.

Update ticket: The response from the updated ticket with some metadata attached. This is stored in variable so it can be parsed or transformed across your Data Flow.

List tickets: The response lists all the tickets from the Zendesk environment, sorted by ID from smallest to largest. Returns a maximum of 100 records per page. If there are more than 100 records, the results will include a pagination url.