Create or Update Zendesk Data in an Agentic Workflow
Push changes in support tickets and comment threads to the Zendesk platform in real time through Kizen's Agentic Workflows.
Audience: Admins, Developers, Solution Architects
Purpose: Explains how to open new Zendesk tickets, update existing tickets, and add new ticket comments through Agentic Workflows in Kizen
Overview
Caution: This setup reflects Kizen's default configuration. Your administrator may have customized your layout, so columns or navigation may appear differently. Trial accounts may have limited features.
With the Zendesk integration, you can open new tickets and update existing tickets in the Zendesk® platform directly from Agentic Workflows in Kizen.
Before You Begin
To create or update Zendesk data in an Agentic Workflow, you need an active, authenticated connection to the Zendesk platform.
See Set Up Zendesk in Kizen for details.
Create or Update Zendesk Data in an Agentic Workflow
To create or update Zendesk data in an Agentic Workflow:
Choose the function to perform
In the Action Settings section of the Add Action modal, select the Action dropdown menu, and do one of the following:
To open a new Zendesk ticket, select Create Ticket, and set up the action. For more information, see Set Up a Create Ticket Action below.
To update an existing Zendesk ticket, select Update Ticket, and set up the action. For more information, see Set Up an Update Ticket Action below.
To add a public or private comment to a Zendesk ticket, select Add Ticket Comment, and set up the action. For more information, see Set Up an Add Ticket Comment Action below.
Set Up a Create Ticket Action
The Create Ticket action opens a new ticket in the Zendesk platform.
To set up a Create Ticket action:
Configure the sources for the script inputs
For each of the fields in the Script Inputs section of the Add Action modal, select the source of the field's value from the Input Source dropdown menu, and then configure the source with the additional controls that appear.
The fields are as follows:
Assignee ID
String
The ID of the Zendesk user assigned to process the ticket.
No
Custom Fields
String
A stringified JSON array of custom fields on the ticket, given in the following format: {id, value}.
No
Description
String
The body of the ticket.
Yes
External ID
String
The Kizen ID of the user who opened the ticket.
No
Group ID
String
The ID of the group associated with the Zendesk user who opened the ticket.
No
Is Public Comment
Boolean
Whether to create a public comment (true) or internal comment (false)
Yes
Priority
String
The priority of the ticket.
No
Requester Email
Email
The email address of the Zendesk user who opened the ticket.
No
Requester Name
String
The name of the Zendesk user who opened the ticket. The default value is the owner of the connected Zendesk account.
No
Tags
String
A comma-separated list of tags associated with the ticket.
No
Ticket Title
String
The title of the ticket.
Yes
Ticket Type
String
The type of the ticket.
No
Status
String
The status of the ticket.
No
Configure the destinations for the script outputs
For each of the fields in the Script Outputs section of the modal, select the destination of the field's value from the Output Destination dropdown menu, and then configure the destination with the additional controls that appear.
The fields are as follows:
Created At
DateTime
The date and time when the ticket was created
No
Status
String
The status of the ticket
No
Ticket ID
String
The ID of the ticket
No
Ticket URL
String
The URL of the ticket
No
Set Up an Update Ticket Action
The Update Ticket action updates an existing ticket in the Zendesk platform.
To set up an Update Ticket action:
Configure the sources for the script inputs
For each of the fields in the Script Inputs section of the Add Action modal, select the source of the field's value from the Input Source dropdown menu, and then configure the source with the additional controls that appear.
The fields are as follows:
Add Tags
String
A comma-separated list of tags to add to the ticket
No
Assignee ID
String
The ID of the Zendesk user assigned to process the ticket
No
Custom Fields
String
A stringified JSON array of custom fields on the ticket, given in the following format: {id, value}
No
Group ID
String
The ID of the group associated with the Zendesk user who opened the ticket
No
Priority
String
The priority of the ticket
No
Remove Tags
String
A comma-separated list of tags to remove from the ticket
No
Ticket ID
String
The ID of the ticket
Yes
Ticket Type
String
The type of the ticket
No
Status
String
The status of the ticket
No
Configure the destinations for the script outputs
For each of the fields in the Script Outputs section of the modal, select the destination of the field's value from the Output Destination dropdown menu, and then configure the destination with the additional controls that appear.
The fields are as follows:
Status
String
The status of the ticket
No
Ticket ID
String
The ID of the ticket
No
Updated At
DateTime
The date and time when the ticket was last updated
No
Set Up an Add Ticket Comment Action
The Add Ticket Comment action adds a public or private comment to a ticket in the Zendesk platform.
To set up an Add Ticket Comment action:
Configure the sources for the script inputs
For each of the fields in the Script Inputs section of the Add Action modal, select the source of the field's value from the Input Source dropdown menu, and then configure the source with the additional controls that appear.
The fields are as follows:
Comment
String
The comment text
Yes
Is Public Comment
Boolean
Whether the comment is publicly available
Yes
Status
String
The status of the ticket
No
Ticket ID
String
The ID of the ticket
Yes
Configure the destinations for the script outputs
For each of the fields in the Script Outputs section of the modal, select the destination of the field's value from the Output Destination dropdown menu, and then configure the destination with the additional controls that appear.
The fields are as follows:
Comment ID
String
The ID of the comment
No
Created At
DateTime
The date and time when the ticket was created
No
Is Public Comment
Boolean
Whether the comment is publicly available
No
What's Next
Continue to Troubleshoot Zendesk to find solutions to common issues with the Zendesk integration.
Zendesk® and the stylized Z logo are registered trademarks of Zendesk, Inc. Kizen's Zendesk integration is not affiliated with, sponsored by, or endorsed by Zendesk, Inc.
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