Create a Zendesk Alert Template
Template Name: Zendesk Ticket
Add the following attributes to the Standard Alert Template (Administration -> Templates)
Name: Customer Name
Data Type: short string
Active: true
Name: Customer Email
Data Type: short string
Active: true
Name: Ticket ID
Data Type: short string
Active: true
Create the Outbound Service
Enter the Service Name “Zendesk”.
Web Security Type = Basic
Username = (zendeskuser name * user must have permissions to create and modify tickets)
Password = (zendesk user password)
Add the Create Ticket Method
From the Service Detail screen, click Add Method.
Method Name: Create Ticket
Service Type: REST
Template Type: Zendesk Ticket
URI: https://(yourzendesksubdomain)/api/v2/tickets.json
Content Type: JSON
Web Method: POST
Response Data Type: JSON
Response Action: Update Alert Fields = true
Content Data:
{ “ticket”: {“requester”: {“name”: “<<MessageThread.CreatedDate>>”, “email”: “<<Attribute.Customer Email>>”}, “submitter_id”: 22098125687, “subject”: “<<MessageThread.Topic>>”, “comment”: { “body”: “<<Message.MessageText>>” } }}
Response Data:
{ “ticket”: { “url”: “https://yourzendesksubdomain/api/v2/tickets/2.json”, “id”: “<<Attribute.Ticket ID>>”, “external_id”: null, “via”: { “channel”: “api”, “source”: { “from”: {}, “to”: {}, “rel”: null } }, “created_at”: “2017-05-03T16:16:20Z”, “updated_at”: “2017-05-03T16:16:20Z”, “type”: null, “subject”: “My printer is on fire!”, “raw_subject”: “My printer is on fire!”, “description”: “The smoke is very colorful.”, “priority”: null, “status”: “open”, “recipient”: null, “requester_id”: 22104712247, “submitter_id”: 22098125687, “assignee_id”: 22098125687, “organization_id”: null, “group_id”: 41944047, “collaborator_ids”: [], “forum_topic_id”: null, “problem_id”: null, “has_incidents”: false, “is_public”: true, “due_at”: null, “tags”: [], “custom_fields”: [], “satisfaction_rating”: null, “sharing_agreement_ids”: [], “fields”: [], “brand_id”: 7285807, “allow_channelback”: false }, “audit”: { “id”: 296605396767, “ticket_id”: 2, “created_at”: “2017-05-03T16:16:20Z”, “author_id”: 22098125687, “via”: { “channel”: “api”, “source”: { “from”: {}, “to”: {}, “rel”: null } }, “metadata”: { “system”: { “client”: “Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/57.0.2987.133 Safari/537.36”, “ip_address”: “173.167.172.193”, “location”: “Schaumburg, IL, United States”, “latitude”: 42.04079999999999, “longitude”: -88.1084 }, “custom”: {}, “notifications_suppressed_for”: [ 22104712247 ] }, “events”: [ { “id”: 296605396847, “type”: “Comment”, “author_id”: 22098125687, “body”: “The smoke is very colorful.”, “html_body”: “<div class=\”zd-comment\”><p dir=\”auto\”>The smoke is very colorful.</p></div>”, “plain_body”: “The smoke is very colorful.”, “public”: true, “attachments”: [], “audit_id”: 296605396767 }, { “id”: 296605397367, “type”: “Create”, “value”: “22104712247”, “field_name”: “requester_id” }, { “id”: 296605397407, “type”: “Create”, “value”: “My printer is on fire!”, “field_name”: “subject” }, { “id”: 296605397447, “type”: “Create”, “value”: “open”, “field_name”: “status” }, { “id”: 296605397487, “type”: “Create”, “value”: null, “field_name”: “priority” }, { “id”: 296605397527, “type”: “Create”, “value”: null, “field_name”: “type” }, { “id”: 296605397547, “type”: “Create”, “value”: “22098125687”, “field_name”: “assignee_id” }, { “id”: 296605397587, “type”: “Create”, “value”: “41944047”, “field_name”: “group_id” }, { “id”: 296605397627, “type”: “Notification”, “via”: { “channel”: “rule”, “source”: { “to”: {}, “from”: { “id”: 309061307, “title”: “Notify all agents of received request” }, “rel”: “trigger” } }, “subject”: “[{{ticket.account}}] {{ticket.title}}”, “body”: “A ticket (#{{ticket.id}}) by {{ticket.requester.name}} has been received. It is unassigned.\n\n{{ticket.comments_formatted}}”, “recipients”: [ 22098125687 ] } ] }}
Add the Close Ticket Method
From the Service Detail screen click Add Method.
Method Name: Close Ticket
Service Type: REST
Template Type: Zendesk Ticket
URI: https://(yourzendesksubdomain)/api/v2/tickets.json
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Content Data:
<pre>
{“ticket”: {“status”: “closed”, “comment”: { “body”: “<<MessageThread.Resolution>>”, “author_id”: 22098125687}}}
</pre>
Create the Add Comment Method
From the Service Detail screen click Add Method.
Method Name: Add Comment
Service Type: REST
Template Type: Zendesk Ticket
URI: https://(your zendesk subdomain)/api/v2/tickets/<<Attribute.Ticket ID>>.json
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Create the Close Ticket Workflow
Workflow Name: Zendesk Close Ticket
Workflow Type: Message Thread
Template: Zendesk Ticket
Scheduled: false
Enabled: true
Start Conditions:
MessageThreadStatusType = closed AND
Actions:
Action: Outbound Service Notification
Outbound Action: Zendesk – Close Ticket
Create the Add Assignment Comment Workflow
Workflow Name: Zendesk Add Assignment Comment
Workflow Type: Message Thread
Template: Zendesk Ticket
Scheduled: false
Enabled: true
Start Conditions:
MessageThreadStatusType = assigned AND
Actions:
Action: Outbound Service Notification
Outbound Action: Zendesk – Add Comment
Message Text: {“ticket”: {“comment”: { “body”: “Ticket has been assigned to <<MessageThread.OwnerName>>”, “author_id”: 22098125687}}}
Create the Add Delivery Status Update Workflow
Workflow Name: ZenDesk Add Delivery Status Update
Workflow Type: DeliveryAttempt
Enabled: true
Start Conditions:
DeliveryStatusType = sent OR
DeliveryStatusType = acknowledged OR
DeliveryStatusType = failed OR
DeliveryStatusType = delivered OR
Actions:
Action: Outbound Service Notification
Outbound Action: Zendesk – Add Comment
Message Text: {“ticket”: {“comment”: { “body”: “Delivery Status <<DeliveryAttempt.Status>> for user <<DeliveryAttempt.ContactName>> device <<DeliveryAttempt.ContactType>>.”, “author_id”: 22098125687}}}
Create the Zendesk Escalation Rule
Escalation Rule – Zendesk Alert
Detail
Rule Name: Zendesk Alert
Description: Zendesk Alert
Priority: Critical
Enabled: true
Quick Launch: false
Workflows
Filter by… Message Thread
Workflows:
Zendesk Add Assignment Comment
Zendesk Add Delviery Status Update
Zendesk Close Ticket
Others:
Thread Template
Services:
Zendesk
Service Action: Create Ticket
