Solved Zendesk tickets logged in a sheet starts a run each time a Zendesk ticket is solved, and adds it as a row to a Google Sheet: the ticket number, subject, group, who solved it, and when it was opened and solved. Over a week the sheet becomes your support report. This article shows how to install it and fill in each step.

Who can do this

Workspace Admins and Editors. Templates are on every plan. Zendesk ◇ is on paid plans: on Free you can set the template up, and publishing asks for a paid plan. A solved ticket reaches the trigger only once the workflow is published. See Premium connections on the Free plan.

Before you start

  • A Zendesk connection. See Connect Zendesk. Solved tickets arrive straight away only with a Zendesk admin's API token and a Zendesk plan with webhooks.
  • A Google connection with Sheets, and a spreadsheet whose first row has the headings Ticket, Subject, Group, Solved by, Opened and Solved. See Add a row to Google Sheets.

Steps

Install it

  1. On Workflows, select the arrow beside + New workflow, then From a template.
  2. In Search templates, type Zendesk.
  3. On Solved Zendesk tickets logged in a sheet, select Use this template.
  4. In Install into, choose the workspace or project, then select Install as a draft.
  5. The toast says Installed as a draft, for example Solved Zendesk tickets logged in a sheet is in Consulace. Connect Zendesk and Google Sheets, then publish. An app it doesn't name had one connection in the workspace, and the template has chosen it. Select Open it. The workflow opens in the designer with two steps.

Fill in the steps

  1. Select When a ticket is solved (Zendesk · Ticket solved).
    • Choose the Zendesk Connection.
    • Group is empty, which means every group. Choose one to log only its tickets.
  2. Select Add it to the log (Google Sheets · Add a row).
    • Choose the Google Connection, then the Spreadsheet and the Sheet.
    • Under Columns, each heading in the sheet's first row is a row. The six are filled in already where your headings match. A heading your sheet doesn't have shows in a row of its own, marked No longer a column in the sheet. Put its value in your own heading's row instead, then select Remove.
  3. Publish the workflow. Publishing adds a webhook and a trigger to Zendesk for you. Until then no solved ticket reaches Bizomate, and Test run has none to start with, so the steps run with the trigger's fields empty.
  4. To try it, solve a test ticket in Zendesk. Once published the workflow is on, so that ticket runs it. To run it again with the same ticket, open the trigger's Output, select Use the last event, then Test run. See How instant triggers work.

What happens next

  • Each solved ticket adds one row.

Good to know

  • Times are in UTC, as Zendesk gives them.
  • A ticket solved, reopened and solved again adds a row each time it's solved.
  • No admin token, or no webhooks on your Zendesk plan? Replace the trigger with Zendesk · Ticket solved (checked every 5 minutes). The sheet step stays as it is.

If something goes wrong

What you see Why What to do
Steps marked Needs setup A connection, spreadsheet or sheet isn't chosen yet Open each one and fill it in. See Fix steps marked Needs setup.
The step stops with "Solved by is no longer a column in Sheet1's first row. Refresh the columns and map it again." The sheet has no heading with that name Put the value under one of your own headings, and Remove the row marked No longer a column in the sheet.
The trigger shows Not listening — "Zendesk would not take Bizomate's address: … Instant triggers need an admin's API token and a Zendesk plan with webhooks — otherwise use “Ticket solved (checked every 5 minutes)”. Fix it, then publish again." The token isn't an admin's, or the Zendesk plan has no webhooks. Zendesk's own words come first. Reconnect with an admin's token and publish again, or use Ticket solved (checked every 5 minutes) instead. See Start a workflow from Zendesk tickets.
Publishing says "“When a ticket is solved” needs a paid plan. Change the plan, or remove it and publish the rest." Zendesk is a premium connection and the company is on Free Change to a paid plan once they're open.