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Zendesk

The Zendesk plugin lets you manage tickets and attachments in your Zendesk helpdesk instance. It supports creating, updating, deleting, and retrieving tickets, getting ticket counts, and uploading and downloading attachments. The plugin authenticates using the Zendesk subdomain URL and API token. Use this plugin when your workflows need to automate helpdesk operations like ticket creation, status updates, or attachment handling in Zendesk.

Prerequisite​

  • Zendesk instance with valid credentials.
  • Valid permissions
  • Valid API Token found on Zendesk instance. Compatibility
  • Process Studio 7.x, AutomationEdge 7.x

Reference URLs

  • Tickets
  • Generate a new API token

Limitations:​

  • Non-availability of all ticket fields in APIs. URL/API: /api/v2/ticket_fields.json o Most of the default fields like id, tags, followers, requester, created-date, etc. are not available through the above API. o As all fields are not returned, it is not possible to populate those field lists in the Create Ticket and Update Tickets plugin steps. o Even if we try to provide hard-coded field names, the record cannot be inserted due to the non-availability of the data type of those fields.
  • Fields display name and fields internal name is different for few fields. For example, assignee - assignee_id, group- group_id, type - ticket_type.
  • Inconsistency in the error response body. https://vyomlabs4037.zendesk.com/api/v2/search.json?query=solved:2020-30-07

A. For unauthorized user

{
  "error": {
    "title": "Forbidden",
    "message": "You do not have access to this page. Please contact the account owner of this help desk for further help."
  }	
}

B. Invalid search criteria

{
  "error": "invalid",
  "description": "Invalid search: Illegal date value (yyyy-mm-dd expected): solved:2020-30-07"
}

C. Incorrect Email or Token { "error": "Couldn't authenticate you"}

Due to such inconsistency, we need to handle it with a lot of custom code.

  • Values of option type fields are only accepted when passed in a small case in the request body. o On the Zendesk form, the dropdown values of Type, Priority, and Status start with a capital case letter. But, in the APIs, those values are accepted ONLY in small case letters. Due to this, there are chances of getting a lot of Training type support tickets. o If wrong/ invalid value for lookup field such as Type, Priority, and Status is given, the API does not throw error. For example, { “priority”:”High”}. In this case the API runs successfully however, the value does not get inserted/updated on UI.
  • For update tickets only those tickets searched, will get updated.
  • Updating or getting the tickets will take a few minutes to get indexed, after which they will be available through API.

To generate Zendesk token refer Generate Zendesk token

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