The Zendesk steps open and change tickets, reply to requesters, leave internal notes, apply your macros and keep users and organisations up to date. Groups, agents, macros and ticket fields — custom ones included — are read from your Zendesk account.

Who can do this

Workspace Admins and Editors. Zendesk is a paid-plan service: you can build and test these steps on any plan; publishing a workflow that uses one asks for a paid plan.

Before you start

A Zendesk connection in this workspace. See Connect Zendesk.

The steps

Every help desk in Bizomate has the same set of steps:

Step What it does
Create a ticket Opens a ticket for a requester, with a subject, description, status, priority, group and tags.
Update a ticket Changes a ticket's status, priority, assignee, group, tags or custom fields.
Add a reply Adds a public reply the requester is sent.
Add a note Adds an internal note only agents see.
Find tickets Returns the tickets that meet the conditions you set, as a list.
Get a ticket Reads one ticket by its number.
Create or update a contact Finds a user by email and updates them, or adds them.
Find a contact Finds a user by email or phone.

Zendesk adds three of its own:

Step What it does
Add tags Adds tags to a ticket, keeping the ones it has.
Apply a macro Applies one of your macros to a ticket, chosen from a list — the changes and the reply the macro makes.
Create an organisation Adds an organisation — Northwind Logistics — with its domains and tags.

Steps

Open a ticket:

  1. Select +, then in Apps select Zendesk, or search Zendesk.
  2. Select Create a ticket.
  3. Choose the Connection. Your groups, agents and fields load from Zendesk.
  4. Fill in the requester's email — rohan@consulace.com — the Subject and the Description. Use {{ }} for what an earlier step found.
  5. Choose the Status and Priority, and optionally the Group, the assignee and Tags.
  6. Fill in any required custom fields. They are listed first.
  7. Select Run this step. The ticket is opened in Zendesk.

Apply a macro:

  1. Add Zendesk · Apply a macro.
  2. Choose the Connection.
  3. In Ticket, give the ticket's number — usually {{ }} from the trigger.
  4. Choose the macro from the list.
  5. Select Run this step. The ticket changes as the macro says, and any reply in the macro is sent.

Output

Create a ticket, Update a ticket, Get a ticket, Apply a macro, Add tags: the ticket — id (the ticket number), url, subject, description, status, priority, type, requesterId, requesterName, requesterEmail, groupId, groupName, assigneeId, assigneeName, tags, createdAt, updatedAt, and each custom field by its name.

Find tickets: count, tickets (the list) and first.

Add a reply, Add a note: id, ticketId, body, private (true for a note), createdAt.

Create or update a contact: the user — id, url, name, email, phone, organizationId, createdAt, user fields by name, and outcome. Find a contact: found (true or false) and the user.

Create an organisation: id, url, name, domains.

Good to know

  • A reply is sent to the requester, and so is a macro that adds a public comment. Test on a ticket of your own first.
  • Replies and notes are made as the connection's agent.
  • Add tags keeps existing tags; Update a ticket with Tags replaces them.
  • Each step uses your Zendesk plan's API allowance.
  • Paid: a live run on a plan without paid services is skipped; tests work on any plan.

If something goes wrong

What you see Why What to do
A run fails with Zendesk's reason — a required field is missing Your account requires a field the step left empty. Fill in the field on the step.
A run fails because the ticket was not found The number is wrong, the ticket was deleted, or the agent cannot see it. Check the number, or use an agent who can see the group.
A run fails because the ticket is closed Zendesk does not let a closed ticket change. Open a follow-up ticket instead.
Could not load the fields Zendesk did not give the fields. Reconnect, or Try again.
"Zendesk refused the connection: … Reconnect it, or replace the token." The token was deleted, or token access turned off. Replace the token on Connections.