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Zendesk

Zendesk plugin steps have been designed to perform tasks in an instance of 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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