Zendesk

1. Overview

Zendesk is a leading customer service platform that enables businesses to manage customer support operations through tickets, users, and organizations. Through Zendesk's comprehensive API, businesses can programmatically manage their entire support workflow and customer relationships.

Through GoInsight's Zendesk node, you can seamlessly integrate customer service operations into your automated workflows. You can perform complete lifecycle management of your support system, including:

• Ticket Management: Create, retrieve, update, delete, and recover support tickets with custom fields, tags, and status management.
• User Management: Create, update, delete, and search users including end-users, agents, and administrators with comprehensive profile management.
• Organization Management: Create, update, delete, and retrieve organization information with custom fields and relationship management.
• Field Management: Retrieve and manage custom ticket fields for enhanced data collection.

2. Prerequisites

Before using this node, you need to meet the following conditions:

• Account Requirements: You need to have a valid Zendesk account with admin access to create and manage API credentials.
• Permission Requirements: You may need admin or specific permissions to create and manage API credentials, and authorize the application to access your Zendesk data.

3. Credentials

For detailed guidance on how to obtain and configure credentials, please refer to our official documentation: Credentials Configuration Guide.

4. Supported Operations

Summary

This node primarily operates around four core resources: Tickets, Users, Organizations, and Ticket Fields. It provides comprehensive management capabilities for customer support operations.

Operation Details

Zendesk Create a Ticket

Create Zendesk ticket - Simplified workflow supporting ticket creation with type, status, tags, custom fields, etc. Requester information submitted in standard format.

Input Parameters:

• Requester: Ticket requester email address
• Subject: Ticket subject

Options:

• Body: Ticket content - plain text (choose one with html_body)
• HtmlBody: Ticket content - HTML format (choose one with body). HTML format takes priority
• Type: Ticket type
• Status: Ticket status
• ExternalId: External ticket ID for linking with local record ID
• Tags: Ticket tags
• CustomFields: Custom field values. Example: [{"id":45172937640729,"value":"value for custom field 45172937640729"}]

Output:

• Ticket (string): Complete response body after creation
• StatusCode (number): HTTP status code
• ErrorMessage (string): Error message when exception occurs

Zendesk Create a User

Create a Zendesk user - Workflow for creating users using the Zendesk Users API. Supports creating end users, agents, and administrators with various optional fields.

Input Parameters:

• UserName: User's full name
• UserEmail: User's primary email address

Options:

• Role: User role (end-user, agent, or admin)
• OrganizationId: ID of the user's organization
• Phone: User's primary phone number
• Tags: Tags for the user
• ExternalId: A unique identifier from another system
• UserFields: Custom user fields (JSON object)
• Verified: Whether the user's email address is verified
• Suspended: Whether the user is suspended

Output:

• Response (string): Created user information in JSON format
• StatusCode (number): HTTP status code
• ErrorMessage (string): Error message when exception occurs

Zendesk Get a Ticket

Get Zendesk ticket - Simple workflow to retrieve ticket information by ID using Base64 authentication.

Input Parameters:

• TicketId: Ticket ID to retrieve

Output:

• Response (string): Complete ticket information in JSON format
• StatusCode (number): HTTP status code
• ErrorMessage (string): Error message when exception occurs

5. Example Usage

This section will guide you through creating a simple workflow to create a new support ticket in your Zendesk account using the Zendesk Create a Ticket operation.

Scenario: Let's create a workflow that creates a support ticket for a customer inquiry with the subject "Product Installation Help" and assigns it appropriate tags and status.

Workflow Overview: This example workflow consists of Start → Zendesk Create a Ticket → Answer nodes.

Step-by-Step Guide:

1. Add Tool Node:
   • In the workflow canvas, click the "+" button to add a new node.
   • In the popup panel, select the "Tools" tab.
   • Find and select Zendesk from the tools list.
   • In the Zendesk supported operations list, click and select Zendesk Create a Ticket, which will add the corresponding node to the canvas.
2. Configure Node:
   • Click on the newly added Zendesk Create a Ticket node, and the configuration panel will expand on the right side.
   • Credentials Configuration: At the top of the panel, find the credentials field. Click the dropdown menu and select your pre-configured Zendesk credentials.
   • Parameter Configuration: Fill in the required and optional parameters:
   • Requester: Enter the customer's email address, for example: customer@example.com
   • Subject: Enter the ticket subject, for example: Product Installation Help
   • Body: Enter the ticket description, for example: Customer needs assistance with product installation setup and configuration.
   • Type (optional): Select ticket type, for example: question
   • Status (optional): Set initial status, for example: new
   • Tags (optional): Enter relevant tags as an array, for example: ["installation", "support", "priority-normal"]
3. Run and Validate:
   • After all required parameters are correctly filled, the error indicators in the upper right corner of the workflow canvas will disappear.
   • Click the "Test Run" button in the upper right corner of the canvas to execute the workflow.
   • After successful execution, you can click the log icon in the upper right corner to view detailed input and output of the node, verifying that the ticket was successfully created.

Final Workflow Summary: After completing the above steps, your entire workflow is configured. When you click "Test Run", a new support ticket will be successfully created in your Zendesk instance with the specified details, and you'll receive the ticket information including ticket ID, status code, and other relevant data in the response.

6. FAQs

Q: I'm getting a 401 Unauthorized error when trying to create tickets or users. What should I check?

A: Please verify the following:

• Ensure your Zendesk API credentials are correctly configured and not expired
• Check that your access token has the necessary permissions for the operations you're trying to perform
• Verify that your subdomain is correct in the credential configuration

Q: Why am I getting validation errors when creating tickets?

A: Ticket creation requires specific data formats:

• Requester must be a valid email address
• Subject is required and cannot be empty
• Either Body or HtmlBody must be provided
• Custom fields must match the field IDs configured in your Zendesk instance

Q: How do I handle custom fields in tickets and users?

A: Custom fields should be structured as JSON arrays:

• For tickets: [{"id": 12345, "value": "custom value"}] where id is the custom field ID
• For users: Use the UserFields parameter as a JSON object
• You can find custom field IDs in your Zendesk admin panel under Fields configuration

Q: What's the difference between Get Users and Search Users operations?

A: These operations serve different purposes:

• Get Users: Simple listing with basic filters (external_id, group_id, organization_id, role)
• Search Users: Advanced search with multiple criteria, date ranges, status filters, and custom queries

7. Official Documentation

Zendesk Official API Documentation