Close a Ticket (Zendesk) Data Flow Template Close a Ticket (Zendesk) Data Flow Template

Close a Ticket (Zendesk) Data Flow Template

Daiana Gallardo Daiana Gallardo

CLOSETICKETZD.png

Overview 

This Data Flow template is made up of two Data Operations that allow app builders to mark tickets in Zendesk as close. This is achieved by connecting with the Zendesk integration, passing data to this Data Flow and then transforming it so that it can be deleted if meeting certain criteria.

In Connection Builder, Data Flow templates can be found with pre-populated sample data. However, to meet the requirements of their Journey, app builders should perform the necessary adjustments, such as adding other Data Ops.

Bear in mind that in order to use Zendesk as a datasource, credentials must be set in Configuration Builder > Integrations to connect the corresponding account.

Close a Ticket (ZD) Operations

This Data Flow contains four parts:

Inputs

The Start pane keeps track of the inputs required by the Data Flow. 

  • Sample Inputs:
    • ticket_id Variable of type number
    • close_reason Variable of type Text

Zendesk Data Operation

  • Datasource: Zendesk
  • Operation: Update ticket (Update ticket)
  • Ticket ID
    • Use a custom expression - unchecked
  • Requester: 
    • Use a custom expression - unchecked
  • Tickets Fields: no ticket fields
  • First Comment (Description) Format: no format picked
  • Is the first comment/description public?: unchecked - comment as internal note
  • First Comment/Description: no comment/description
  • Run Results: zendesk_api output Variable of type Any that is automatically created to hold the results of this Operation. 

Transform Data Operation

  • Transform Expression: Airscript expression to check for errors.
  • Output Format: Variable
  • Type: Boolean
  • Run Results: ticket_closed output Variable of type Boolean that is automatically created to hold the results of this Operation.

Output

The End step is where variables from the Data Flow can be used as an output.

  • Sample Return Value: ticket_closed of type Boolean

Use Cases

  • Allow app builders to close tickets in Zendesk.