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Zendesk

Zendesk Support is a system for tracking, prioritizing, and solving customer support tickets.

Overview

The Zendesk connector allows you to communicate with your Zendesk account using the Tray.io workflow builder. You can send and retrieve data on records like tickets, users, and organizations, all in just a few clicks.

Authenticating with Zendesk

Once the Zendesk connector has been selected and is part of the workflow. The first step in using it is creating an authentication. This can be done by pressing the New Authentication button.

zendesk-new-auth

To Authenticate with Zendesk, three inputs are needed. Subdomain, Email Address and API Key.

zendesk-auth

The subdomain of your Zendesk portal can be found in the URL when you are logged in. Only the subdomain needs to be provided.

subdomain

The email address refers to the email address that is used to log into the Zendesk portal.

For the input API Key, an API Key has to be generated on your Zendesk portal. This can be achieved by navigating to the settings page using the navigation bar.

navigation-zendesk

Then navigate to the option under the Channels heading called API.

channels

This screen allows you to generate API keys. Make sure that Token Access is enabled and then continue using the + button.

add-key

Zendesk then generates a new API Key for you to use. Copy the key and make sure 'Save' is then pressed.

create-key

Once the key has been pasted in and the rest of the fields have been inputted, press Save.

Congratulations, you have now completed the Authentication process and can use the Zendesk connector.

Example 1: Create a ticket

This example will walkthrough how to create a ticket with the Zendesk connector.

The first step is to add the Zendesk connector to your workflow and select the Create ticket operation.

create-ticket

The only required field for creating a ticket is adding a description to a description.

add-description

In this example a subject will also be included with the new ticket.

add-subject

Some additional properties of the ticket have been added included priority, ticket type and ticket status.

additional-properties

This ticket also needs to be assigned to someone. This can be achieved using the Assignee ID field. If you are not sure what the ID of the user you want to assign the task to. You can use the List all users operation which will return the other users of the Zendesk portal as well as their ID's. Once you know the ID, you can add it to the assignee ID field.

assignee-id

The ticket is ready to be created. As can be seen below, the workflow has been ran and has been successful.

success

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