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.