Zendesk Connector v1.0

Action Description

The Search API is a unified search API that returns tickets, users, and organizations. You can define filters to narrow your search results according to resource type, dates, and object properties, such as ticket requester or tag

Test Case

This action is used to list and search

Request Body Name

Parameter

Type

Description (Example)

query

String

The query parameter to specify a resource type, such as tickets or users. You also specify the criteria for the search, such as "users named Jane Doe" or "tickets with an open status".

The query string syntax uses the following rules:

• The : character is the equality operator. Other operators include < (greater than) and > (less than), the minus sign - (negation), and the wildcard (*) character. See Search operators in Zendesk help

• Double quotes ("") are used for search phrases. The search only returns records that contain an exact match of the phrase.

• The type property returns records of the specified resource type. Possible values include ticket, user, organization, and group. See Using the 'type' keyword in Zendesk help

• The status property returns tickets assigned to a specified ticket status. Other supported properties vary based on the record type.

Property keywords

You can narrow your results by combining property keywords with search terms and operators. Example:

status<solved

A property keyword is the name of a property in a ticket, a user, an organization, or a group. Examples:

• assignee

• created

• name

Search terms

Search terms are user-defined words, phrases, or values. Examples:

• 3245227

• Greenbriar

• serial number

• "Jane Doe"

The following search expression looks for anything with the tag "vip" that was created before May 1, 2019:

tags:vip created<2019-05-01

Sort By*

String

One of updated_at, created_at, priority, status, or ticket_type. Defaults to sorting by relevance

Sort Order*

String

One of asc or desc. Defaults to desc

Action Description

Returns the comments added to the ticket.

Each comment may include a content_url for an attachment or a recording_url for a voice comment that points to a file that may be hosted externally.

Test Case

This action is used to list comments

Request Body Name

Parameter

Type

Description (Example)

Include*

String

Accepts "users". Use this parameter to list email CCs by side-loading users. Example: include=users. Note: If the comment source is email, a deleted user will be represented as the CC email address. If the comment source is anything else, a deleted user will be represented as the user name.

Include Inline Images*

String

Default is false. When true, inline images are also listed as attachments in the response

Ticket Id*

String

The ID of the ticket

Action Description

The PUT request takes a ticket object that lists the values to update

Test Case

Update ticket

allow_attachments

boolean

true

false

Permission for agents to add add attachments to a comment. Defaults to true

allow_channelback

boolean

true

false

Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket

assignee_email

string

false

false

Write only. The email address of the agent to assign the ticket to

assignee_id

integer

false

false

The agent currently assigned to the ticket

attribute_value_ids

array

false

false

Write only. An array of the IDs of attribute values to be associated with the ticket

brand_id

integer

false

false

Enterprise only. The id of the brand this ticket is associated with

collaborator_ids

array

false

false

The ids of users currently CC'ed on the ticket

collaborators

array

false

false

POST requests only. Users to add as cc's when creating a ticket. See Setting Collaborators

comment

object

false

false

Write only. An object that adds a comment to the ticket. See Ticket comments. To include an attachment with the comment, see Attaching files

created_at

string

true

false

When this record was created

custom_fields

array

false

false

Custom fields for the ticket. See Setting custom field values

custom_status_id

integer

false

false

The custom ticket status id of the ticket. See custom ticket statuses

description

string

true

false

Read-only first comment on the ticket. When creating a ticket, use comment to set the description. See Description and first comment

due_at

string

false

false

If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.

email_cc_ids

array

false

false

The ids of agents or end users currently CC'ed on the ticket. See CCs and followers resources in the Support Help Center

email_ccs

object

false

false

Write only. An array of objects that represent agent or end users email CCs to add or delete from the ticket. See Setting email CCs

external_id

string

false

false

An id you can use to link Zendesk Support tickets to local records

follower_ids

array

false

false

The ids of agents currently following the ticket. See CCs and followers resources

followers

object

false

false

Write only. An array of objects that represent agent followers to add or delete from the ticket. See Setting followers

followup_ids

array

true

false

The ids of the followups created from this ticket. Ids are only visible once the ticket is closed

forum_topic_id

integer

true

false

The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated

from_messaging_channel

boolean

true

false

If true, the ticket's via type is a messaging channel.

group_id

integer

false

false

The group this ticket is assigned to

has_incidents

boolean

true

false

Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.

id

integer

true

false

Automatically assigned when the ticket is created

is_public

boolean

true

false

Is true if any comments are public, false otherwise

macro_id

integer

false

false

Write only. A macro ID to be recorded in the ticket audit

macro_ids

array

false

false

POST requests only. List of macro IDs to be recorded in the ticket audit

metadata

object

false

false

Write only. Metadata for the audit. In the audit object, the data is specified in the custom property of the metadata object. See Setting Metadata

organization_id

integer

false

false

The organization of the requester. You can only specify the ID of an organization associated with the requester. See Organization Memberships

priority

string

false

false

The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".

problem_id

integer

false

false

For tickets of type "incident", the ID of the problem the incident is linked to

raw_subject

string

false

false

The dynamic content placeholder, if present, or the "subject" value, if not. See Dynamic Content Items

recipient

string

false

false

The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address

requester

object

false

false

Write only. See Creating a ticket with a new requester

requester_id

integer

false

true

The user who requested this ticket

safe_update

boolean

false

false

Write only. Optional boolean. When true and an update_stamp date is included, protects against ticket update collisions and returns a message to let you know if one occurs. See Protecting against ticket update collisions. A value of false has the same effect as true. Omit the property to force the updates to not be safe

satisfaction_rating

object

true

false

The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT

sharing_agreement_ids

array

true

false

The ids of the sharing agreements used for this ticket

status

string

false

false

The state of the ticket. If your account has activated custom ticket statuses, this is the ticket's status category. See custom ticket statuses. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".

subject

string

false

false

The value of the subject field for this ticket

submitter_id

integer

false

false

The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket

tags

array

false

false

The array of tags applied to this ticket

ticket_form_id

integer

false

false

Enterprise only. The id of the ticket form to render for the ticket

type

string

false

false

The type of this ticket. Allowed values are "problem", "incident", "question", or "task".

updated_at

string

true

false

When this record last got updated

updated_stamp

string

false

false

Write only. Datetime of last update received from API. See the safe_update property

url

string

true

false

The API url of this ticket

via

object

false

false

For more information, see the Via object reference

via_followup_source_id

integer

false

false

POST requests only. The id of a closed ticket when creating a follow-up ticket. See Creating a follow-up ticket

via_id

integer

false

false

Write only. For more information, see the Via object reference

voice_comment

object

false

false

Write only. See Creating voicemail ticket

Action Description

The POST request takes a ticket object that lists the values to create.

Takes a ticket object that specifies the ticket properties. The only required property is comment. See Ticket Comments. All writable properties listed in JSON Format are optional.

To submit a ticket with HTML data in a comment, use html_body instead of body in your request. HTML data is stripped out of the request if you use body.

Test Case

Update ticket

allow_attachments

boolean

true

false

Permission for agents to add add attachments to a comment. Defaults to true

allow_channelback

boolean

true

false

Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket

assignee_email

string

false

false

Write only. The email address of the agent to assign the ticket to

assignee_id

integer

false

false

The agent currently assigned to the ticket

attribute_value_ids

array

false

false

Write only. An array of the IDs of attribute values to be associated with the ticket

brand_id

integer

false

false

Enterprise only. The id of the brand this ticket is associated with

collaborator_ids

array

false

false

The ids of users currently CC on the ticket

collaborators

array

false

false

POST requests only. Users to add as cc's when creating a ticket. See Setting Collaborators

comment

object

false

false

Write only. An object that adds a comment to the ticket. See Ticket comments. To include an attachment with the comment, see Attaching files

created_at

string

true

false

When this record was created

custom_fields

array

false

false

Custom fields for the ticket. See Setting custom field values

custom_status_id

integer

false

false

The custom ticket status id of the ticket. See custom ticket statuses

description

string

true

false

Read-only first comment on the ticket. When creating a ticket, use comment to set the description. See Description and first comment

due_at

string

false

false

If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.

email_cc_ids

array

false

false

The ids of agents or end users currently CC on the ticket. See CCs and followers resources in the Support Help Center

email_ccs

object

false

false

Write only. An array of objects that represent agent or end users email CCs to add or delete from the ticket. See Setting email CCs

external_id

string

false

false

An id you can use to link Zendesk Support tickets to local records

follower_ids

array

false

false

The ids of agents currently following the ticket. See CCs and followers resources

followers

object

false

false

Write only. An array of objects that represent agent followers to add or delete from the ticket. See Setting followers

followup_ids

array

true

false

The ids of the followups created from this ticket. Ids are only visible once the ticket is closed

forum_topic_id

integer

true

false

The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated

from_messaging_channel

boolean

true

false

If true, the ticket's via type is a messaging channel.

group_id

integer

false

false

The group this ticket is assigned to

has_incidents

boolean

true

false

Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.

id

integer

true

false

Automatically assigned when the ticket is created

is_public

boolean

true

false

Is true if any comments are public, false otherwise

macro_id

integer

false

false

Write only. A macro ID to be recorded in the ticket audit

macro_ids

array

false

false

POST requests only. List of macro IDs to be recorded in the ticket audit

metadata

object

false

false

Write only. Metadata for the audit. In the audit object, the data is specified in the custom property of the metadata object. See Setting Metadata

organization_id

integer

false

false

The organization of the requester. You can only specify the ID of an organization associated with the requester. See Organization Memberships

priority

string

false

false

The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".

problem_id

integer

false

false

For tickets of type "incident", the ID of the problem the incident is linked to

raw_subject

string

false

false

The dynamic content placeholder, if present, or the "subject" value, if not. See Dynamic Content Items

recipient

string

false

false

The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address

requester

object

false

false

Write only. See Creating a ticket with a new requester

requester_id

integer

false

true

The user who requested this ticket

safe_update

boolean

false

false

Write only. Optional boolean. When true and an update_stamp date is included, protects against ticket update collisions and returns a message to let you know if one occurs. See Protecting against ticket update collisions. A value of false has the same effect as true. Omit the property to force the updates to not be safe

satisfaction_rating

object

true

false

The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT

sharing_agreement_ids

array

true

false

The ids of the sharing agreements used for this ticket

status

string

false

false

The state of the ticket. If your account has activated custom ticket statuses, this is the ticket's status category. See custom ticket statuses. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".

subject

string

false

false

The value of the subject field for this ticket

submitter_id

integer

false

false

The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket

tags

array

false

false

The array of tags applied to this ticket

ticket_form_id

integer

false

false

Enterprise only. The id of the ticket form to render for the ticket

type

string

false

false

The type of this ticket. Allowed values are "problem", "incident", "question", or "task".

updated_at

string

true

false

When this record last got updated

updated_stamp

string

false

false

Write only. Datetime of last update received from API. See the safe_update property

url

string

true

false

The API url of this ticket

via

object

false

false

For more information, see the Via object reference

via_followup_source_id

integer

false

false

POST requests only. The id of a closed ticket when creating a follow-up ticket. See Creating a follow-up ticket

via_id

integer

false

false

Write only. For more information, see the Via object reference

voice_comment

object

false

false

Write only. See Creating voicemail ticket

Action Description

Uploads a file that can be attached to a ticket comment. It doesn't attach the file to the comment. For details and examples, see Attaching ticket comments with the API.

The endpoint has a required filename query parameter. The parameter specifies what the file will be named when attached to the ticket comment (to give the agent more context about the file). The parameter does not specify the file on the local system to be uploaded. While the two names can be different, their file extensions must be the same. If they don't match, the agent's browser or file reader could give an error when attempting to open the attachment.

Test Case

Update ticket

Request Body Name

Parameter

Type

Description (Example)

File Name*

String

File name to specified here “background.jpg“

File

String

File path to be specified here “C:\Users\Pictures\background.jpg“

Connector

Zendesk

Connector Name

Y

Zendesk

Username

Y

Password

Y

Host Name

Endpoint required for performing CRUD

Y