The Zendesk Data Operation The Zendesk Data Operation

The Zendesk Data Operation

Ismaen Aboubakare Ismaen Aboubakare

Overview

The Zendesk Data Operation provides the capability to create a Zendesk ticket, update a Zendesk ticket, and query Zendesk tickets. 

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. 

Zendesk Operations

Create ticket (Create Ticket)

Operation Properties

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. For more information see Zendesk documentation.

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)

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

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

Tags (optional)

The array of tags applied tot his ticket.

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

Run Results

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 (Update Ticket)

Operation Properties

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. For more information see Zendesk documentation.

Ticket Fields

The fields associated with the ticket when creating a ticket. Ticket fields can be updated through the drop-downs by clicking on the '+' icon. Or through passing a JSON object by clicking on the expression icon. See here for more information. 

First Comment (Description) Format (optional)

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. 

Run Results

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 (List all tickets)

Operation Properties

Run Results

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. For more information, see here

Further Reading