Zendesk

Overview

Events

• End User Contact Update

  This card monitors for end-users that are updated within Zendesk.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the Designer can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Output Fields

  Any custom fields that exist will appear under ‘Record’.

  • Record
    • id (text): The ID of the user
    • name (text): The name of the user
    • email (text): The user’s primary email address
    • phone (text):The user’s primary phone number
    • url (text): The URL of the user
    • alias (text): The user’s alias which is displayed to end-users
    • _createdat (text): Date and time that the user was created (ex: 2016-05-24T13:41:53Z)
    • _updatedat (text): Date and time that the user was most recently updated
    • active (text): Returns ‘false’ of the user has been deleted
    • verified (text): Returns ‘true’ if the user’s identity has been verified.
    • shared (text): Returns ‘true’ if the user is shared from another Zendesk instance
    • _sharedagent (text): Returns ‘true’ if the user is an agent that is shared from another Zendesk instance
    • locale (text): The locale of the user
    • _localeid (text): The ID of the user’s language
    • _timezone (text): The user’s timezone using tz database names
    • last_login_at (text): Date and time that the user was last logged in
    • details (text): Any details about the user
    • notes (text): Any notes about the user
    • _organizationid (text): The ID of the organization that the user is associated with
    • role (text): The role of the user.  Can be “agent”, “end-user”, or “admin”
    • custom_role_id (text): The ID of a custom role if the user is an agent on an enterprise plan
    • moderator (text): Returns ‘true’ of the user is a forum moderator
    • _ticketrestriction (text): Specifies which ticket types the user has access to. Can be ”organization”, “groups”, “assigned”, “requested”, or “null”
    • only_private_comments (text): Returns ‘true’ if the user can only create private comments
    • tags (text): A comma-delimited list of tags associated with the user
    • _restrictedagent (text): Returns ‘true’ if the agent has any restrictions

• New Comment on Ticket

  This card monitors all Zendesk tickets for new comments.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the designer can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Options

  • Comment type (dropdown menu)
    • Public reply - This event will only be triggered for new public comments
    • Internal - This event will only be triggered for new private comments
    • All - This event will be triggered for all new comments

  Output Fields

  • Comment
    • Ticket ID (text): The ID of the ticket that was commented on
    • Comment ID (text): The ID of the comment
    • Body (text): The comment
    • Body (HTML) (text): The comment with HTML
    • Author ID (text): The user ID of the comment’s author
    • Attachments (text): A comma-delimited list of any attachment IDs associated with the comment
    • Via channel (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • Created at (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z)
    • Public? (text): True if the comment is a public comment.  False otherwise.

• New Comment on Ticket Webhook

  Start FLO when a new comment is added to a ticket

• New Organization

  This card monitors for new organizations that are created within Zendesk.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the designer can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Output Fields

  • Organization
    • Organization ID (text): The ID of the organization
    • Organization URL (text): The URL of the organization
    • External ID (text):  An ID that you can assign to match this organization with your own records
    • Name (text): The name of the organization
    • _DomainName (text): The comma separated list of domains associated with the organization.
    • Created At (text): Date and time that the organization was created (ex: 2016-05-24T13:41:22Z)
    • Updated At (text): Date and time that the ticket was most recently updated
    • Domain Names (text): A comma-delimited list of domain names associated with the organization, if any
    • Details (text): Any details about the organization
    • Notes (text): Any notes about the organization
    • Group ID (text): New tickets created by users of this organization will automatically be assigned to this group ID
    • Shared tickets? (text): ’True’ if end-users in this organization are able to see each other’s tickets. ‘False’ otherwise.
    • Shared comments? (text): ’True’ if end-users in this organization are able to see each each other’s comments on tickets.  ’False’ otherwise.
    • Tags (text): A comma-delimited list of tags associated with this organization
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s organization

• New Ticket

  An Event which triggers a Flow when a new ticket is created in Zendesk.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the designer can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Output Fields

  • Ticket
    • Ticket ID (text): The ID of the ticket
    • Ticket URL (text): The URL of the ticket
    • External ID (text): An ID that you can assign to match this ticket with your own records
    • Created at (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z)
    • Updated at (text): Date and time that the ticket was most recently updated
    • Type (text): The type of ticket.  Can be “problem”, “incident”, “question” or “task”
    • Subject (text): The subject of the ticket
    • Description (text): The first comment on a ticket
    • Priority (text): The priority of the ticket. Can be “urgent”, “high”, “normal”, or “low”
    • Status (text): The state of the ticket.  Can be “new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • Recipient (text): The email address of the original recipient of the ticket
    • Requester ID (text): The ID of the user who requested the ticket
    • Submitter ID (text): The ID of the user who submitted the ticket.  The submitter will is the author of the first comment on the ticket
    • Assignee ID (text): The ID of the agent to whom the ticket is assigned
    • Collaborator IDs (text): A comma-delimited list of the IDs of the users who are currently CC’d on the ticket
    • Organization ID (text): The ID of the organization of that the requester belongs to
    • Group ID (text): The ID of the group the user is assigned to
    • Forum topic ID (text): The ID of the forum topic that the ticket originated from, if any
    • Problem ID (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • Has incidents? (text): Returns ‘true’ if the ticket type is ‘problem’.  Returns ‘false’ otherwise
    • Due at (text): The due date of the ticket if it is of type ‘task’
    • Tags (text): A comma-delimited list of the tags associated with the ticket
    • Via channel (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • Satisfaction score (text):  The satisfaction rating of the ticket, or the state of satisfaction (“offered” or “unoffered”)
    • Satisfaction comment (text): The comment(s) associated with the satisfaction rating, if any
    • Sharing agreement IDs (text): A comma-delimited list of the sharing agreement IDs used for this ticket
    • Ticket form ID (text): The ID of the ticket form that was used to render this ticket, if any
    • Brand ID (text): The ID of the brand associated with this ticket
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s tickets

• New Ticket Webhook

  Start FLO when a new ticket is created

• New User

  An Event which triggers a Flow when a new user is created in Zendesk.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the designer can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Output Fields

  • User
    • User ID (text): The ID of the user
    • User URL (text): The URL of the user
    • Name (text): The name of the user
    • External ID (text): An ID that you can assign to match this user with your own records
    • Alias (text): The user’s alias which is displayed to end-users
    • Created At (text): Date and time that the user was created (ex: 2016-05-24T13:41:53Z)
    • Updated At (text): Date and time that the user was most recently updated
    • Active? (text): Returns ‘false’ of the user has been deleted
    • Verified? (text): Returns ‘true’ if the user’s identity has been verified.
    • Shared? (text): Returns ‘true’ if the user is shared from another Zendesk instance
    • Shared Agent? (text): Returns ‘true’ if the user is an agent that is shared from another Zendesk instance
    • Locale (text): The locale of the user
    • Locale ID (text): The ID of the user’s language
    • Timezone (text): The user’s timezone using tz database names
    • Last Login At (text): Date and time that the user was last logged in
    • Email (text): The user’s primary email address
    • Phone (text): The user’s primary phone number
    • Details (text): Any details about the user
    • Notes (text): Any notes about the user
    • Organization ID (text): The ID of the organization that the user is associated with
    • Role (text): The role of the user.  Can be “agent”, “end-user”, or “admin”.
    • Custom role ID (text): The ID of a custom role if the user is an agent on an enterprise plan
    • Moderator? (text): Returns ‘true’ of the user is a forum moderator
    • Ticket Restriction (text): Specifies which ticket types the user has access to. Can be ”organization”, “groups”, “assigned”, “requested”, or “null”.
    • Private Comments Only? (text): Returns ‘true’ if the user can only create private comments
    • Tags (text): A comma-delimited list of tags associated with the user
    • Restricted Agent? (text): Returns ‘true’ if the agent has any restrictions
  • Custom fields
    • A dynamically generated list of any custom fields associated with the account’s users

• Updated Organization

  This card monitors for organizations that are updated within Zendesk.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the designer can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Output Fields

  Any custom fields that exist will appear under ‘Record’.

  • Record
    • id (text): The ID of the organization
    • url (text): The URL of the organization
    • _externalid (text):  An ID that you can assign to match this organization with your own records
    • name (text): The name of the organization
    • _domainname (text): The comma separated list of domains associated with the organization.
    • _createdat (text): Date and time that the organization was created (ex: 2016-05-24T13:41:56Z)
    • _updatedat (text): Date and time that the ticket was most recently updated
    • _domainnames (text): A comma-delimited list of domain names associated with the organization, if any
    • details (text): Any details about the organization
    • notes (text): Any notes about the organization
    • _groupid (text): New tickets created by users of this organization will automatically be assigned to this group ID
    • _sharedtickets (text): ’True’ if end-users in this organization are able to see each other’s tickets. ‘False’ otherwise.
    • _sharedcomments (text): ’True’ if end-users in this organization are able to see each each other’s comments on tickets.  ’False’ otherwise.
    • tags (text): A comma-delimited list of tags associated with this organization

• Updated Ticket

  This card monitors for tickets that are updated within Zendesk.

  NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning Azuqua can’t read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won’t work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

  Output Fields

  Any custom fields that exist will appear under ‘Record’.

  • Record
    • id (text): The ID of the ticket
    • _url_ (text): The URL of the ticket
    • _external_id_ (text): An ID that you can assign to match this ticket with your own records
    • _createdat (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z)
    • _updatedat (text): Date and time that the ticket was most recently updated
    • type (text): The type of ticket.  Can be “problem”, “incident”, “question” or “task”
    • _subject_ (text): The subject of the ticket
    • _description_ (text): The first comment on a ticket
    • priority (text): The priority of the ticket. Can be “urgent”, “high”, “normal”, or “low”
    • status (text): The state of the ticket.  Can be “new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • _recipient_ (text): The email address of the original recipient of the ticket
    • _requestedid (text): The ID of the user who requested the ticket
    • _submitterid (text): The ID of the user who submitted the ticket.  The submitter will is the author of the first comment on the ticket
    • _assigneeid (text): The ID of the agent to whom the ticket is assigned
    • _collaboratorids (text): A comma-delimited list of the IDs of the users who are currently CC’d on the ticket
    • _organizationid (text): The ID of the organization of that the requester belongs to
    • _groupid (text): The ID of the group the user is assigned to
    • forum_topic_id (text): The ID of the forum topic that the ticket originated from, if any
    • _problemid (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • _hasincidents (text): Returns ‘true’ if the ticket type is ‘problem’.  Returns ‘false’ otherwise
    • _due_a_t (text): The due date of the ticket if it is of type ‘task’
    • _tags_ (text): A comma-delimited list of the tags associated with the ticket.
    • _via_ (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • _satisfaction_rating_ (text):  The satisfaction rating of the ticket, or the state of satisfaction (“offered” or “unoffered”)
    • sharing_agreement_ids (text): A comma-delimited list of the sharing agreement IDs used for this ticket
    • _ticket_form_id_ (text): The ID of the brand associated with this ticket
    • _brand_id_ (text): The ID of the brand associated with this ticket

• Updated Ticket Webhook

  Start FLO when a ticket is updated

Actions

• Add Custom Field Option

  s

  Adds a new option to a dropdown-type field.

  Inputs:

  • Field
    • Custom Field ID (text): Custom field identifier/code.
  • Option
    • Name (text): Name of option.
    • Value (text): Value given to option.
    • Position (text): Position of option.

  Outputs:

  • Option
    • Option ID (text): Special identification code for option.

• Add User to Organization

  Creates a membership to an organization in Zendesk.

  Input Fields

  • Organization ID (text): The ID for the organization you wish to add the user to. Provided when you create the organization using ‘Create Organization’ or by using ‘Search Organizations’.
  • User ID (text): The ID for the user to be added. Can be found by using ‘Search Users’.

  Output Fields

  • Membership
    • ID (text): The membership ID for the user.
    • Created At (text): The date the membership was created.

• Attach File to Ticket

  Attaches a file to a ticket.

  Input Fields

  Files can be attached to tickets by posting a comment that has an attachment.  You must supply a comment to attach a file to a ticket.

  • Attach to
    • Ticket ID (number): The ID of the ticket.
    • Comment (text): The comment to be saved to the ticket.
    • Public? (text): Determines if the comment is public or not. Can be ‘true’ or ‘false’. Defaults to ‘false’ (a comment that isn’t public is known as an ‘Internal Note’ in Zendesk.)
  • File 
    • File name (text): The name to save the file as.
    • File Content (file): The file to save to the comment.

  Output Fields

  • Output
    • Attachment ID (text): The ID of the attached file.
    • Attachment URL (text): The direct link to the attachment.
    • Ticket URL (text): The link to the ticket the attachment is linked to.

• Comment on Ticket

  Submit a comment to a ticket

  Input Fields

  • Ticket

    • Ticket ID (text): The ID of the ticket to comment on

  • Comment

    • Body (text): Further details/the comment portion of the ticket
    • Public? (text): ‘true’ if the comment is to be publicly available.  ’false’ otherwise.  Defaults to ‘true’.

• Create Organization

  Create an organization in Zendesk.

  Input Fields

  • Organization
    • External ID (text): A unique id you can specify for the organization.
    • Name (text): Name of the organization.
    • Domain Names (list os strings): The list of domains associated with the organization. When you set a domain on an organization in Zendesk, any user that submits a ticket and has a matching domain will automatically be associated to the organization.
    • Details (text): Any details you want to store about the organization, such as an address.
    • Notes (text): Any notes you want to store about the organization.
    • Group ID (number): New tickets created by users of this organization will automatically be assigned to this group ID.
    • Shared Tickets? (true/false): True if end-users in this organization are able to see each other’s tickets.
    • Shared Comments? (true/false): True if end-users in this organization are able to see each each other’s comments on tickets.
    • Tags (list of text): Tags related to organization.

  Outputs:

  • Organization ID (number): The ID of the newly created organization

• Create Ticket

  Creates a new ticket in Zendesk.

  Input Fields

  • Ticket
    • External ID (text): An ID that you can assign to match this ticket with your own records
    • Type (text): The type of ticket.  Can be ”problem”, “incident”, “question” or “task”
    • Subject (text): The subject of the ticket
    • Description (text): The first comment on the ticket
    • Priority (text): The priority of the ticket. Can be ”urgent”, “high”, “normal”, or “low”
    • Status (text): The state of the ticket.  Can be ”new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • Recipient (text): The email address of the original recipient of the ticket
    • Requester ID (text): The ID of the user who requested the ticket
    • Submitter ID (text): The ID of the user who submitted the ticket.  The submitter is the author of the first comment on the ticket.
    • Assignee ID (text): The ID of the agent to whom the ticket is assigned
    • Group ID (text): The ID of the group the ticket is assigned to
    • Forum topic ID (text): The ID of the forum topic that the ticket originated from, if any
    • Problem ID (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • Due at (text): The due date of the ticket if it is of type ‘task’
    • Ticket form ID (text): The ID of the ticket form that was used to render this ticket, if any
    • Brand ID (text): The ID of the brand associated with this ticket
    • Tags (text): A comma-delimited list of the tags associated with the ticket. To create a ticket with tags, simply format them like this: support,test,critical.
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s tickets

  Output Fields

  • Output
    • Ticket ID (text): The ID of the newly created ticket

• Create User

  Creates a new user (end-user or agent).

  Input Fields

  • User
    • Name (text): The name of the user
    • External ID (text): An ID that you can assign to match this user with your own records
    • Alias (text): The user’s alias which is displayed to end-users
    • Verified? (true/false): If the user’s identity has been verified.
    • Locale ID (number): The ID of the user’s language
    • Timezone (text): The user’s timezone using tz database names
    • Email (text): The user’s primary email address
    • Phone (text): The user’s primary phone number
    • Details (text): Any details about the user
    • Notes (text): Any notes about the user
    • Organization ID (number): The ID of the organization that the user is associated with
    • Role (text): The role of the user.  Can be “agent”, “end-user”, or “admin”.
    • Custom role ID (number): The ID of a custom role if the user is an agent on an enterprise plan
    • Moderator? (true/flase): If the user is a forum moderator
    • Ticket Restriction (text): Specifies which ticket types the user has access to. Can be ”organization”, “groups”, “assigned”, “requested”, or “null”.
    • Private Comments Only? (true/false): If the user can only create private comments
    • Restricted Agent? (true/false): If the agent has any restrictions
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s users

  Output Fields

  • Output
    • User ID (number): The ID of the newly created user

• Download Attachment

  Download an attachment from a ticket using the attachment’s ID

  Input Fields

  • Download By
    • Attachment ID (text): The ID of the attachment

  Output Fields

  • Output
    • File content (file): The contents of the file
    • Name (text): The file name
    • Size (text): The file size in bytes
    • URL (text): The URL of the attachment

• Get Organization Tickets

  Get all tickets for a particular organization, using the organization ID.

  The organization ID is constant for your organization, but is not easy to discover using the Zendesk UI.  The easiest way to discover the organization ID is either using a previous card in the Flow - many of the Zendesk cards output the Organization ID that they are part of.

  Alternately, to discover the organization ID of a particular organization, you can determine a Ticket ID from using the Zendesk UI, then create a Flow using the Read Ticket card using that Ticket ID as input -> one of the outputs will be the Organization ID.

  Input Fields

  • Get By
    • Organization ID (text): The ID of the organization to query.

• Get Organization Users

  Creates a list of all users in an organization in Zendesk.

  Input Fields

  • Get By
    • Organization ID (text): Provided when you create the organization using ‘Create Organization’ or by using ‘Search Organizations’

  Output Fields

  • Users (list of users)

    • User

    • • User ID (text): The ID of the user.
      • User URL (text): The URL of the user.
      • Name(text): The name of the user.
      • External ID (text)
      • Alias (text): The user’s alias.
      • Created at (text): When the user profile was created.
      • Updated at (text): When the user profile was last updated.
      • Active? (text)
      • Verified? (text)
      • Shared? (text)
      • Shared agent? (text)
      • Locale (text)
      • Locale ID (text)
      • Timezone (text)
      • Last Login At (text): The last time the user logged in.
      • Email (text): The user’s email.
      • Phone (text): The user’s phone number.
      • Details  (text): Any details on the user.
      • Notes (text): Any notes on the user.
      • Organization ID (text): The ID of the organization the user belongs to.
      • Role (text): The role the user has in that organization.
      • Custom role ID (enterprise only) (text)_:_ Zendesk allows you to create a custom role.
      • Moderator? (text)
      • Ticket restriction (text)
      • Private comments only? (text)
      • Tags (type: string, array: true) (text)__
      • Restricted agent? (text): If they are limited in their abilities to edit/view.

    • Custom Fields

      • (Generated dynamically. )

• Get Ticket Attachments

  Get Ticket Attachments takes a Ticket ID and returns a list of Attachment objects, that include information about the attachments.

  Note: This does not download the attachments for you. If you are looking to download these attachment objects, then you will need to retrieve the attachment ID from the output of this card, and then use that ID with the Zendesk - Download Attachment card.

  Input Fields

  • Ticket
    • Ticket ID (text): The ID of the ticket to retrieve attachments from.

  Output Fields

  The output for this card returns a list of objects. It may be necessary to process this list using the List control cards to retrieve information from this output.

  • Output
    • Attachments (list): A list of attachment objects.
      • ID (number): The attachment ID.
      • File Name (text): The name of the attached file.
      • Content Url (text): The URL for the attached file.
      • Content Type (text): The file type of the attachment.
      • Size (number): The size of the attached file.

• HTTP Request

  HTTP Request

  Make an authenticated HTTP Request to the Zendesk API.

  Note: Additional fields may be available depending on the account and options you choose.

  Options:

  • Request Type (dropdown)
    • GET: recieve HTTP from someone.
    • POST:  sends data to a specific URI and expects the resource at that URI to handle the request. The web server at this point can determine what to do with the data in the context of the specified resource. The POST method is not idempotent, however POST responses are cacheable so long as the server sets the appropriate Cache-Control and Expires headers. To learn about more differences between PUT and POST, click here.
    • PUT: puts a file or resource at a specific URI, and exactly at that URI. If there’s already a file or resource at that URI, PUT replaces that file or resource. If there is no file or resource there, PUT creates one. PUT is idempotent, but paradoxically PUT responses are not cacheable.
    • PATCH: Update already existing HTTPs
    • DELETE: Delete a pending or already existing HTTP.

  Outputs:

  • Response
    • Status Code (number): Number code associated with state.
    • Headers (object): Title/header for HTTP
    • Body (object): Body text/further details behind header.

• Read Custom Field Options

  Reads in options on a custom field

  Inputs:

  • Field
    • Custom Field ID (text): Custom field identifier/code.

  Outputs:

  • Output
    • Options (list): Drop down menu of options (Eg. Name, Value, Position, etc…)

• Read Organization

  Reads the information associated with an organization

  Input Fields

  You can read the information associated with an organization by its Organization ID or its External ID.

  • Read By
    • Organization ID (number): ID of the organization to be read
    • External ID (text): external ID of the organization to be read

  Output Fields

  • Organization
    • Organization ID (number): The ID of the organization
    • Organization URL (text): The URL of the organization
    • External ID (text):  An ID that you can assign to match this organization with your own records
    • Name (text): The name of the organization
    • Created At (text): Date and time that the organization was created (ex: 2016-05-24T13:41:22Z)
    • Updated At (text): Date and time that the ticket was most recently updated
    • Domain Names (list of text): The list of domain names associated with the organization, if any
    • Details (text): Any details about the organization
    • Notes (text): Any notes about the organization
    • Group ID (number): New tickets created by users of this organization will automatically be assigned to this group ID
    • Shared tickets? (true/false): ’True’ if end-users in this organization are able to see each other’s tickets.
    • Shared comments? (true/false): ’True’ if end-users in this organization are able to see each each other’s comments on tickets.
    • Tags (list of text): A list of tags associated with this organization
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s organization

• Read Ticket

  Use the ID of a ticket to read the data associated with the ticket.

  Input Fields

  • Read By
    • Ticket ID (text): The ID of the ticket to read

  Output Fields

  • Ticket

    • Ticket URL (text): The URL of the ticket
    • External ID (text): An ID that you can assign to match this ticket with your own records
    • Created at (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z)
    • Updated at (text): Date and time that the ticket was most recently updated
    • Type (text): The type of ticket.  Can be ”problem”, “incident”, “question” or “task”
    • Subject (text): The subject of the ticket
    • Description (text): The first comment on the ticket
    • Priority (text): The priority of the ticket. Can be ”urgent”, “high”, “normal”, or “low”
    • Status (text): The state of the ticket.  Can be ”new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • Recipient (text): The email address of the original recipient of the ticket
    • Requester ID (text): The ID of the user who requested the ticket
    • Submitter ID (text): The ID of the user who submitted the ticket.  The submitter is the author of the first comment on the ticket.
    • Assignee ID (text): The ID of the agent to whom the ticket is assigned
    • Collaborator IDs (text): A comma-delimited list of the IDs of the users who are currently CC’d on the ticket
    • Organization ID (text): The ID of the organization of that the requester belongs to
    • Group ID (text): The ID of the group the ticket is assigned to
    • Forum topic ID (text): The ID of the forum topic that the ticket originated from, if any
    • Problem ID (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • Has incidents? (text): Returns ‘true’ if the ticket type is ‘problem’.  Returns ‘false’ otherwise
    • Due at (text): The due date of the ticket if it is of type ‘task’
    • Tags (text): A comma-delimited list of the tags associated with the ticket
    • Via channel (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • Satisfaction score (text): The satisfaction rating of the ticket, or the state of satisfaction (“offered” or “unoffered”)
    • Satisfaction comment (text): The comment(s) associated with the satisfaction rating, if any
    • Sharing agreement IDs (text): A comma-delimited list of the sharing agreement IDs used for this ticket
    • Ticket form ID (text): The ID of the ticket form that was used to render this ticket, if any
    • Brand ID (text): The ID of the brand associated with this ticket

  • Custom Fields 

    • A dynamically generated list of any custom fields associated with the account’s tickets

• Read User

  This card retrieves the details associated with a Zendesk user.

  Input Fields

  • Read By
    • User ID (number): The ID of the user. Can be found by using ‘Search Users’.

  Output Fields

  • User
    • User URL (text): The URL of the user
    • Name (text): The name of the user
    • External ID (text): An ID that you can assign to match this user with your own records
    • Alias (text): The user’s alias which is displayed to end-users
    • Created At (text): Date and time that the user was created (ex: 2016-05-24T13:41:53Z)
    • Updated At (text): Date and time that the user was most recently updated
    • Active? (true/false): Returns ‘false’ of the user has been deleted
    • Verified? (true/false): Returns ‘true’ if the user’s identity has been verified.
    • Shared? (true/false): Returns ‘true’ if the user is shared from another Zendesk instance
    • Shared Agent? (true/false): Returns ‘true’ if the user is an agent that is shared from another Zendesk instance
    • Locale (text): The locale of the user
    • Locale ID (number): The ID of the user’s language
    • Timezone (text): The user’s timezone using tz database names
    • Last Login At (text): Date and time that the user was last logged in
    • Email (text): The user’s primary email address
    • Phone (text): The user’s primary phone number
    • Details (text): Any details about the user
    • Notes (text): Any notes about the user
    • Organization ID (number): The ID of the organization that the user is associated with
    • Role (text): The role of the user.  Can be “agent”, “end-user”, or “admin”
    • Custom role ID (text): The ID of a custom role if the user is an agent on an enterprise plan
    • Moderator? (true/false): Returns ‘true’ of the user is a forum moderator
    • Ticket Restriction (text): Specifies which ticket types the user has access to. Can be ”organization”, “groups”, “assigned”, “requested”, or “null”
    • Private Comments Only? (true/false): Returns ‘true’ if the user can only create private comments
    • Tags (list of text): A list of tags associated with the user
    • Restricted Agent? (true/false): Returns ‘true’ if the agent has any restrictions
    • Suspended (true/false): Returns ‘true’ if the user is suspended.
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the user

• Remove User from Organization

  Removes a membership to an organization in Zendesk.

  Input Fields

  • Membership ID (text): The automatically generated ID for the membership of the user in the organization.

  Output Fields

  • There are no output fields in this card.

• Search Organizations

  Search for an organization and return the ID of the first organization in the search results, if any.

  Input Fields

  Use one or more of the input fields to search for an organization.  If the search returns multiple organizations, this card will output the ID of the first organization in the search results.

  • Organization
    • Name (text): The name of the organization
    • Details (text): Any details about the organization
    • Notes (text): Any notes about the organization
    • Tags (text): A comma-delimited list of tags associated with this organization
  • Custom Fields
    • A list of all custom fields associated with your Zendesk organizations

  Output Fields

  • Result
    • Organization ID (text): The ID of the first organization returned in the search

• Search Tickets

  Search for a ticket and return the ID of the first ticket in the search results, if any.

  Input Fields

  Use one or more of the input fields to search for tickets.  If the search returns multiple tickets, this card will output the ID of the first ticket in the search results.

  • Ticket
    • External ID (text): An ID that you can assign to match this ticket with your own records
    • Ticket Type (text): The type of ticket.  Can be ”problem”, “incident”, “question” or “task”
    • Subject (text): The subject of the ticket
    • Description (text): The first comment on a ticket
    • Priority (text): The priority of the ticket. Can be ”urgent”, “high”, “normal”, or “low”
    • Status (text): The state of the ticket.  Can be ”new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • Requester (text): The ID of the user who requested the ticket
    • Assignee (text): The ID of the agent to whom the ticket is assigned
    • Organization (text): The ID of the organization of that the requester belongs to
    • Group (text): The ID of the group the ticket is assigned to
    • Due date (text):The due date of the ticket if it is of type ‘task’
    • Tags (text):A comma-delimited list of the tags associated with the ticket
    • Via channel (text):A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • Ticket form (text): The ID of the ticket form that was used to render this ticket, if any
    • Brand (text): The ID of the brand associated with this ticket
    • Has Attachment? (text): ’True’ if the ticket has an attachment.  ’False’ otherwise
    • Attachment Name (text): The filename of any attachment
    • CC (text): ID of any user who is currently CC’d on the ticket
    • Custom Field Value (text): Seach all custom ticket fields by the value provided

  Output Fields

  • Result
    • Ticket ID (text): The ID of the fist ticket returned in the search

• Search Users

  Search for one or more users matching certain fields.

  Options

  Choose between searching for:

  • A single user - the first match
  • All matching users

  Input Fields

  Use one or more of the input fields to search for.

  • User
    • Name (text): The name of the user
    • External ID (text): An ID that you can assign to match this user with your own records
    • Email (text): The user’s primary email address
    • Phone (text): The user’s primary phone number
    • Group (text): The user’s group name. This only applies to admin and agent users.
    • Details (text): Any details about the user
    • Notes (text): Any notes about the user
    • Organization (text): The ID of the organization that the user is associated with
    • Role (text): The role of the user.  Can be “agent”, “end-user”, or “admin”.
    • Tags (list of text): A list of tags associated with the user
  • Custom fields
    • A dynamically generated list of any custom fields associated with the account’s users

  Output Fields

  • Result
    Depending on choice in Options returns either:
    • User ID (number): The ID of the first user returned in the search, OR
    • User IDs (list of numbers): The IDs of all of the matches
      

• Suspend User

  Suspends a user in Zendesk.

  Input Fields

  • User ID (text): The ID of the user. Can be found by using ‘Search Users’.

  Output Fields

  • There are no output fields in this card.

• Update Custom Field Option

  s

  Update an existing custom field option.

  Inputs:

  • Field
    • Custom Field ID (text): Custom field identifier/code.
  • Option
    • Option ID (text): Special identification code for option.
    • Name (text): Name of option.
    • Value (text): Value given to option.
    • Position (text): Position of option.

  Outputs:

  • There are no output fields.

• Update Organization

  Update the information associated with an organization in Zendesk.

  Input Fields

  • Update By
    • Organization ID (number): The ID of the organization to update. NOTE: This field is required.
  • Organization
    • External ID (text): An ID that you can assign to match this organization with your own records. For example, you can use this field to record the Salesforce Account ID of the matching organization in Salesforce.
    • Name (text): The name of the organization
    • Domain Names (list of text): The list of domains associated with the organization. When you set a domain on an organization in Zendesk, any user that submits a ticket and has a matching domain will automatically be associated to the organization. NOTE: Any input to this field will automatically overwrite what existed previously. We recommend reading the organization record you are updating first, and then adding to the list of domains that already exist. You can do this using the Union function.
    • Details (text): Any details about the organization
    • Notes (text): Any notes about the organization
    • Group ID (number): New tickets created by users of this organization will automatically be assigned to this group ID
    • Shared tickets? (true/false): ’True’ if end-users in this organization are able to see each other’s tickets. ‘False’ otherwise.
    • Shared comments? (true/false): ’True’ if end-users in this organization are able to see each each other’s comments on tickets.  ’False’ otherwise.
    • Tags (list of text): The list of tags associated with the organization. (See note above with Domain Names.)
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s tickets

• Update Ticket

  Update the information associated with a ticket

  Input Fields

  • Update By
    • Ticket ID (text): The ID of the ticket to update
  • Ticket
    • External ID (text): An ID that you can assign to match this ticket with your own records
    • Type (text): The type of ticket.  Can be ”problem”, “incident”, “question” or “task”
    • Subject (text): The subject of the ticket
    • Priority (text): The priority of the ticket. Can be ”urgent”, “high”, “normal”, or “low”
    • Status (text): The state of the ticket.  Can be ”new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • Recipient (text): The email address of the original recipient of the ticket
    • Requester ID (text): The ID of the user who requested the ticket
    • Submitter ID (text): The ID of the user who submitted the ticket.  The submitter is the author of the first comment on the ticket.
    • Assignee ID (text): The ID of the agent to whom the ticket is assigned
    • Group ID (text): The ID of the group the ticket is assigned to
    • Forum topic ID (text): The ID of the forum topic that the ticket originated from, if any
    • Problem ID (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • Due at (text): The due date of the ticket if it is of type ‘task’
    • Ticket form ID (text): The ID of the ticket form that was used to render this ticket, if any
    • Brand ID (text): The ID of the brand associated with this ticket
    • Tags (text): A comma-delimited list of the tags associated with the ticket. In order to update a ticket’s tags without overwriting the old tags, first use the action Read Ticket. Then, use the Function Compose and combine the old tags (the output of Read Ticket) with additional tags, all separated by commas. It will look like this: [tags],support,test,updated
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s tickets

• Update User

  Update the information associated with a user.

  Input Fields

  • Update By
    • User ID (number): The ID of the user to update
  • User
    • Name (text): The name of the user
    • External ID (text): An ID that you can assign to match this user with your own records
    • Organization ID (number): The ID of the organization that the user is associated with
    • Alias (text): The user’s alias which is displayed to end-users
    • Verified? (true/false): If the user’s identity has been verified.
    • Locale ID (text): The ID of the user’s language
    • Timezone (text): The user’s timezone using tz database names
    • Email (text): The user’s primary email address
    • Phone (text): The user’s primary phone number
    • Details (text): Any details about the user
    • Notes (text): Any notes about the user
    • Role (text): The role of the user.  Can be “agent”, “end-user”, or “admin”.
    • Custom role ID (text): The ID of a custom role if the user is an agent on an enterprise plan
    • Moderator? (true/false): If the user is a forum moderator
    • Ticket Restriction (text): Specifies which ticket types the user has access to. Can be ”organization”, “groups”, “assigned”, “requested”, or “null”.
    • Private Comments Only? (true/false): If the user can only create private comments
    • Restricted Agent? (true/false): If the agent has any restrictions
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s tickets