Update Ticket
Description
Zendesk: Update Ticket step updates an existing ticket on a Zendesk instance.
General Tab
| No. | Field Name | Description |
|---|---|---|
| 1 | Step Name | Name of the step. This name must be unique within a single workflow. |
| Connection: | ||
| 2 | Base URL | Specify the base URL of the Zendesk instance. For example, https://xxxx.zendesk.com for a cloud instance. Data type: String Mandatory |
| Token: | ||
| 3 | Accept Values as variable/static | Leave the checkbox unchecked to accept the Token value from a field in a previous step via a drop‑down list. Enable the checkbox to display the Token field as a text box. |
| 4 | Access Token | Access token retrieved from the OAuth token API call. |
| 5 | Test Connection | Click to verify whether the connection is established. |
Input Tab
| No. | Field Name | Description |
|---|---|---|
| 1 | Ticket ID | Select the ticket ID for which you want to update the ticket. |
| 2 | Accept Fields as JSON | Enable the checkbox to accept field names as JSON input. In the JSON text, you can insert dynamic fields rather than static Table Fields. Leave unchecked to provide Table Fields as input. |
| 3 | JSON | Enter JSON text containing key‑value pairs enclosed in double quotes ("). Provide all required and optional fields as keys. • Activated only if Accept Fields as JSON is enabled. • Select a field containing the JSON text. Data type: String. Mandatory when Accept Fields as JSON is selected. Sample JSON:
|
| 4 | Form Name | Select the form to use when updating the ticket. |
| 5 | Get | Click to populate the list of form names from the Zendesk instance. |
| Table Fields | If Accept Fields as JSON is not selected, the following fields are mandatory. | |
| 6 | Variable Field Name | Select a value from previous steps, environment variables, or run‑time variables (e.g., incident field parameters). |
| 7 | Static Field Name | Click the cell to display fields associated with the selected form (incident fields in this case). Note: Provide either Variable Field Name or Static Field Name; if both are provided, Static Field Name is used. |
| 8 | Field Value | Select valid updated values for the selected field. Data type: String. Mandatory |
Common Buttons
| No. | Field Name | Description |
|---|---|---|
| 1 | OK | On click, validates all required field values. If any are missing, displays a validation error message. If all required values are provided, saves the field values. |
| 2 | Cancel | On click, cancels the window and does not save any values. |