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Zendesk Node

Use this node to create, list, and/or update tickets in your Zendesk account. In addition, you can use this node to create an offline chat when a visitor messages you during non-business hours.

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Introduction

Webex Connect offers a pre-built integration node for Zendesk to make it easier for you to create a ticket in Zendesk from within an Webex Connect flow. You can also fetch the details of your existing Zendesk tickets, or add a comment to an existing ticket.

This node needs to be enabled for your account and is not available by default. Please contact your account manager in case you wish to enable it for your account.

Version Supported

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Webex Connect's integration is based on Zendesk API v2.

Pre-requisites

  • Client would need Zendesk account.
  • Callback URLs for all your pre-built integrations, custom integration configurations, that use OAuth 2.0 authorization with ‘Auth Code’ Grant Type will be updated with Webex Connect branded URLs. This doesn’t impact functioning of any of your existing integration configurations until the Refresh Token for that integration expires or until you decide to reauthorize. In either of these two cases, you would need to start using the new Callback URL provided on Webex Connect UI in the third-party application you have integrated with. Another example of this is OAuth 2.0 based authentication for Gmail when using SMTP for Outbound Email channel configuration which is currently available only for Webex Connect tenants used for Webex Contact Center Integration.
    Please make sure your applications, firewalls, etc. do not restrict access to these new Callback URLs in case you have an internal policy/practice to add these URLs to the allow/accept/whitelist.

Node Configuration

Drag-and-drop the node on to the visual flow builder and double-click the node to configure it.

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Please note that the latest version of the Zendesk integration node that you should use is v1.1.

  1. Select the required Method Name from the drop-down list box. Examples include methods such as Create ticket, Get ticket, Update ticket, and Create Chat The following methods are supported currently:
    • Create ticket- Allows to create a new ticket with a subject, relevant description and priority of the ticket.
    • Get ticket- Allows to retrieve a ticket by unique identification number of the ticket.
    • Update ticket- Allows to modify the ticket by unique identification number of the ticket.
    • Delete ticket- Allows to delete a specific ticket by ticket ID.
      E.g., you can fetch all the details of the ticket like ticket number, description, category, etc. by using the Get ticket method
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Node Configuration

  1. Select add new authorization if you're using this node for the first time. You can select an existing authorization in case you've used this node in the past and have saved authorization credentials.
  2. Enter the subdomain for your Zendesk account. E.g., if your Zendesk account URL is mycompanyname.zendesk.com, your subdomain is 'mycompanyname'
  3. Click Save.
  4. Once the authorization has been completed, add the request parameters for the selected method and click save. You can pass the available Input Variables or Custom Variables as request parameters.

  1. You can see the data that this node generates under the Output Variables section. These variables are available for use in subsequent nodes. E.g., Get ticket method returns ticketDetails object as the output parameter.

  2. You can see the list of possible node outcomes for this node in the below table. You can customize the node labels using the Edit (pencil) icon. The node exits through one of the node edges corresponding to the outcome of the node.

Node Edge

Node Event/Outcome

Success (green)

Note: You can see this node edge only when you complete the node configuration.

  • success - the flow exits through this node when the specified Zendesk method has been invoked successfully

Timeout (yellow/amber)

  • onTimeout - the flow exits through this node outcome when the method could not be invoked before the timeout duration

Error (red)

  • onError - the flow exits through this node outcome when there is an error in invoking the method
  • onInvalidData - the flow exits through this node when the data is invalid
  • onInvalidChoice - the flow exits through this node when the choice is invalid
  • onauthorizationfail - the flow exits through this node outcome when there is an error in invoking the method

Methods and Outcomes

Here’s a brief description of various methods, and corresponding output variables and node outcomes associated with each of the methods.

Method Name - Create Ticket

Input Variables

Output Variables

Node Outcomes

Comment Body

  • Specifies the description of the ticket

Priority

  • Specifies the nature of the ticket (Urgent, Normal)

Subject

  • Specifies the subject of the ticket

ticket_id

  • Contains the unique identification number of the ticket

ticket_url
ticket_via_channel

ticket_created_at

  • Contains the details of the place the ticket is created at

ticket_updated_at

  • Contains the details of the place the ticket is updated at

ticket_subject

  • Contains the subject for the ticket

ticket_raw_subject

  • Contains the raw subject for the ticket

ticket_description

  • Contains the description for the ticket

ticket_priority

  • Contains the priority (Urgent, Normal) for the ticket

ticket_status

  • Contains the status for the ticket

ticket_requester_id

  • Contains the unique identification number of the requester

ticket_submitter_id

  • Contains the unique identification number of the submitter

ticket_assignee_id

  • Contains the unique identification number of the assignee

ticket_organization_id

  • Contains the unique identification number of the organization

ticket_group_id

  • Contains the unique identification number of the group

ticket_has_incidents

ticket_brand_id

  • Contains the unique identification number of the brand

ticket_allow_channelback
ticket_allow_attachments
response

onCreateTicketError

  • Contains the details if the creation of a record is failed for any reason

onCreateTicketSuccess

  • Contains the details if the creation of a record is successful

Method Name - Get Ticket

Input Variables

Output Variables

Node Outcomes

Ticket ID

  • Specifies the unique identification number of the ticket

ticket_id

  • Contains the unique identification number of the ticket

ticket_url
ticket_via_channel

ticket_created_at

  • Contains the details of the place the ticket is created at

ticket_updated_at

  • Contains the details of the place the ticket is updated at

ticket_subject

  • Contains the subject for the ticket

ticket_raw_subject

  • Contains the raw subject for the ticket

ticket_description

  • Contains the description for the ticket

ticket_priority

  • Contains the priority (Urgent, Normal) for the ticket

ticket_status

  • Contains the status for the ticket

ticket_requester_id

  • Contains the unique identification number of the requester

ticket_submitter_id

  • Contains the unique identification number of the submitter

ticket_assignee_id

  • Contains the unique identification number of the assignee

ticket_organization_id

  • Contains the unique identification number of the organization

ticket_group_id

  • Contains the unique identification number of the group

ticket_has_incidents

ticket_is_public
Contains the details of the ticket if it is public or not

ticket_brand_id

  • Contains the unique identification number of the brand

ticket_form_id

  • Contains the unique identification number of the form

ticket_allow_channelback
ticket_allow_attachments
result_type
result_count
response

onGetTicketError

  • Contains the details if the fetching of a record is failed for any reason

onGetTicketSuccess

  • Contains the details if the fetching of a record is successful

Method Name - Update Ticket

Input Variables

Output Variables

Node Outcomes

Ticket ID

  • Specifies the unique identification number of the ticket

Comment Body

  • Specifies the description of the ticket

Is Public?
Specifies is the ticket is available to viewed by all ( True or False)

Status

  • Specifies the status of the ticket (Solved, Pending)

audit_events

ticket_id

  • Contains the unique identification number of the ticket

ticket_subject

  • Contains the subject for the ticket

ticket_requester_id

  • Contains the unique identification number of the requester

ticket_status

  • Contains the status for the ticket

response

onUpdateTicketError

  • Contains the details if the updating of a record is failed for any reason

onUpdateTicketSuccess

  • Contains the details if the updating of a record is successful

Method Name - Delete Ticket

Input Variables

Output Variables

Node Outcomes

Ticket ID

  • Specifies the unique identification number of the ticket

None

onDeleteTicketError

  • Contains the details if the deleting of a record is failed for any reason

onDeleteTicketSuccess

  • Contains the details if the deleting of a record is successful

Updated 10 months ago