The Zendesk app gives an agent one action, zendesk.create_ticket, so a caller's problem lands in your support queue with the details the agent collected.
Connect#
Create an API token in Zendesk#
Create an API token in your Zendesk account and note the email address of the user it belongs to.
Create the app#
Settings, Integrations, Apps, Connect app, choose Zendesk, and fill the credentials.
Test#
Press Test connection. It calls GET /api/v2/users/me.json.
| Credential | Required | Description |
|---|---|---|
subdomain |
Yes | The acme in acme.zendesk.com |
email |
Yes | The agent email the token belongs to |
api_token |
Yes | Zendesk API token |
base_url |
No | Overrides https://<subdomain>.zendesk.com |
Requests use HTTP Basic auth with <email>/token:<api_token>. Zendesk has no OAuth connect in Tried.
Action#
| Action | Arguments | Output |
|---|---|---|
zendesk.create_ticket |
subject (required), description (required), name, email, priority (low, normal, high, urgent) |
{"ticket": {"id": 101, "status": "new"}} |
The ticket is created with POST /api/v2/tickets.json:
subjectbecomes the ticket subject.descriptionbecomes the first comment.prioritydefaults tonormal.- When
emailis given, the requester is set to that name and email. Otherwise the ticket is created as the token's user.
Example#
{
"type": "integration_app",
"name": "open_ticket",
"description": "Open a support ticket when the caller reports a problem you cannot solve.",
"app_id": "app_2b6e0a4d8c1f5b9e3a7d0c48",
"action": "zendesk.create_ticket",
"response_variables": { "ticket_id": "ticket.id" }
}The agent can read the ticket number back to the caller from the tool result, and {{ticket_id}} is stored with the call.
Mock mode#
Without credentials the action returns a ticket with a stable numeric id derived from the subject and description, status new.