Zendesk

learn how to connect engini to zendesk with zendesk activities in engini, you can manage tickets, users, groups, and organizations (create, update, delete), send api requests, and upload files getting started with zendesk prerequisites a zendesk account add a connection to zendesk in engini enter to your engini account at https //app engini io/ navigate to connections page by clicking on the connections on the left sidebar or by clicking https //app engini io/connections click on the "new integration" option located at the top bar choose the zendesk option from the available applications enter the following details in the “edit connection” for connection name insert connection name domain – you can see the domain in url domain zendesk com username – usually, the email you signed up with api token – you need to create by follow the steps of managing access to the zendesk api triggers the triggers monitor zendesk for new or updated organizations, users, or tickets, activating based on the defined scheduled intervals check for new/updated organizations triggers the workflow when there is a change in organizations starting (utc) select the start date and time for the scheduled trigger recur every choose the time interval for triggering and checking emails the minimum time interval is 15 minutes add time frame you can specify a time frame during which the trigger will operate click on “add time frame” button select a specific time frame to activate the trigger for example, every 15 minutes from 8 am to 5 pm check for new/updated users triggers the workflow when there is a change in users starting (utc) select the start date and time for the scheduled trigger recur every choose the time interval for triggering and checking emails the minimum time interval is 15 minutes add time frame you can specify a time frame during which the trigger will operate click on “add time frame” button select a specific time frame to activate the trigger for example, every 15 minutes from 8 am to 5 pm check for ticket created/updated triggers the workflow when there is a change in tickets starting (utc) select the start date and time for the scheduled trigger recur every choose the time interval for triggering and checking emails the minimum time interval is 15 minutes add time frame you can specify a time frame during which the trigger will operate 2\ click on “add time frame” button 2\ select a specific time frame to activate the trigger for example, every 15 minutes from 8 am to 5 pm actions initialize object array this activity initializes an object array in zendesk and stores a single structured entry based on the selected object type (e g actionobject, additional collaborators collaboratorobject, all conditionobject , custom fields customfieldobject) variable name enter the name of the variable that will hold the initialized object array this name will be used throughout the workflow whenever you refer to this object array object element type this field defines the type of data the array will store, such as actionobject, collaboratorobject, conditionobject the selected type determines the structure of the array and its use in subsequent actions fields by clicking ‘add field,’ you can select the fields you want to include in the selected object the available fields will vary depending on the object type you selected in step 2 add comment to ticket this activity allows you to add a comment to a certain ticket ticket id enter the ticket id where you want to add a comment click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) comment body enter the comment that you want to add to the chosen ticket click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely author id enter the id of the comment author html body enter the comment formatted as html public select true if it public comment, else choose false if an internal note the initial value set on ticket creation persists for any additional comment unless you change it uploads\[] list of tokens received from uploading files for comment attachments the files are attached by creating or updating tickets with the tokens add tags this activity allows you to add tags to a certain ticket tags \[] enter the tags you want to add to the ticket click on the empty field, and a tooltip will appear, displaying the tags you can use select the tags from the tooltip, or use a static value when using strings, close them in single quotes (‘) ticket id enter the ticket id where you want to add tags click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) create group this activity allows you to create a new group in zendesk group name enter the new group name you want click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely description the description of the new group make group public if the group is public select true, the group is public if the group is private select false create organization this activity allows you to create a new organization in zendesk name enter the new organization name you want click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely external id a unique external id to associate organizations to an external record the id is case insensitive for example, “engini” and “engini” are considered the same details details about the organization domain names array of domain names associated with this organization group id new tickets from users in this organization are automatically put in the chosen group notes notes you have about the organization shared comments end users in this organization can comment on each other’s tickets shared tickets end users in this organization can see each other’s tickets tags the tags of the organization create ticket this activity allows you to create a new ticket in zendesk description enter the description of the new ticket click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) create user this activity allows you to create a new user in zendesk name enter the new user name you want click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the users more precisely create/update ticket field option this activity allows you to create or update a ticket field option ticket field id enter the field option id you want click on the empty field, and a tooltip will appear, displaying the field options ids you can use select the field option id from the tooltip, or use a static value when using strings, close them in single quotes (‘) create or update option select from the dropdown list the type of action you can choose between “create new option”, or “update existing option” option id enter the option id you want click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) option name enter the option name you want click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) display order enter the display order you want click on the empty field, and a tooltip will appear, displaying the content you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) option value enter the value of the option you want click on the empty field, and a tooltip will appear, displaying the contents you can use select the content from the tooltip, or use a static value when using strings, close them in single quotes (‘) delete group this activity allows you to delete a group from zendesk group id enter the group id you want to delete click on the empty field, and a tooltip will appear, displaying the group ids you can use select the group id from the tooltip, or use a static value when using strings, close them in single quotes (‘) delete tags this activity allows you to delete tags from tickets in zendesk ticket id enter the ticket id where you want to delete tags click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) delete ticket this activity allows you to delete tickets from zendesk ticket id enter the ticket id of the ticket you want to delete click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) delete ticket field option this activity allows you to delete a ticket field option from the ticket fields ticket field id enter the field id of the field you want to delete click on the empty field, and a tooltip will appear, displaying the field ids you can use select the field id from the tooltip, or use a static value when using strings, close them in single quotes (‘) ticket field option id enter the field option id of the field option you want to delete click on the empty field, and a tooltip will appear, displaying the field options ids you can use select the field option id from the tooltip, or use a static value when using strings, close them in single quotes (‘) delete ticket permanently this activity allows you to delete a ticket permanently ticket id enter the ticket id of the ticket you want to delete click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) delete user this activity allows you to delete a user from zendesk user id enter the user id of the user you want to delete click on the empty field, and a tooltip will appear, displaying the user ids you can use select the user id from the tooltip, or use a static value when using strings, close them in single quotes (‘) get group info this activity allows you to get information on groups in zendesk group id enter the group id you want to get the information on click on the empty field, and a tooltip will appear, displaying the group ids you can use select the group id from the tooltip, or use a static value when using strings, close them in single quotes (‘) get groups this activity allows you to get groups from zendesk additional fields you can use additional fields from the drop down list to get the users more precisely exclude deleted groups whether to exclude deleted entities select true if yes, else select false get organization memberships this activity allows you to get organization memberships from zendesk organization id enter the organization id of the organization where you want to get organization memberships click on the empty field, and a tooltip will appear, displaying the organization ids you can use select the organization id from the tooltip, or use a static value when using strings, close them in single quotes (‘) get side conversations this activity allows you to get side conversations of a certain ticket from zendesk ticket id enter the ticket id of the ticket you want to get his side conversations click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) get ticket field options this activity allows you to get ticket field options from zendesk ticket field id enter the field id of the field you want to get click on the empty field, and a tooltip will appear, displaying the field ids you can use select the field id from the tooltip, or use a static value when using strings, close them in single quotes (‘) get tickets this activity allows you to get tickets from zendesk you can add sorting by chosen field add sorting you can sort by selected field from the dropdown list, and in ascending or descending order additional fields you can use additional fields from the drop down list to get the entities more precisely get ticket’s comments this activity allows you to get a ticket’s comments from a certain ticket in zendesk you can add sorting by chosen field ticket id enter the ticket id of the ticket you want to get his comments click on the empty field, and a tooltip will appear, displaying the tickets you can use select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) add sorting you can sort by selected field from the dropdown list, and in ascending or descending order additional fields you can use additional fields from the drop down list to get the entities more precisely get users this activity allows you to get users from zendesk additional fields filter by multiple roles – filters the results by more than one role filter by role – the user’s role – possible values are “end user”, “agent”, or “admin” list by external id – list users by external id external id has to be unique for each user under the same account permission set – for custom roles which available on the enterprise plan and above you can only filter by one role id per request merge tickets into target ticket this activity allows you to merge tickets into target ticket in zendesk merge ticket ids enter all ticket ids that you want to merge in an array click on the empty field, and a tooltip will appear, displaying the tickets you can choose select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) target ticket id enter the card id of the card that the merged cards will be entered click on the empty field, and a tooltip will appear, displaying the tickets you can choose select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely search users this activity allows you to search for users from zendesk additional fields you can use additional fields from the drop down list to get the entities more precisely send api request this activity allows you to send api requests from zendesk base url his is the root url of the api you are interacting with for zendesk, this is typically in the format https //{yourdomain} zendesk com relative url this is the specific endpoint path you want to interact with it is appended to the base url for example, to get a list of users, you might use /api/v2/users choose from the tooltip the method you want to use method specifies the type of request being made delete used to delete a resource from the server get used to retrieve data from the server patch used to partially update a resource on the server post used to create a new resource on the server put used to fully update a resource on the server choose from the drop down the body type body type the request body typically contains the payload or content of the request, which can be in various formats application/json indicates that the request body contains data in json format application/x www form urlencoded indicates that the request body contains form data, typically used in html forms file indicates that the request body contains a file to be uploaded multipart/form data indicates that the request body contains binary data or files, typically used for uploading files from a client to a server text/html indicates that the request body contains html text data text/plain indicates that the request body contains plain text data text/xml indicates that the request body contains xml text data body contains any data that is being sent to the server add headers additional metadata about the request, such as the type of data the engini can accept, the length of the request body, and authentication information click on the “add headers” button to add a header click on the key field to enter the key, and on the value field to enter a value each header consists of a key value pair, where the key is the name of the parameter, and the value is the data associated with that parameter click on the “add key” button to add more keys add queries the query refers to the parameters or data that are included in the url of an http request to provide additional information or instructions to the server queries are typically used in the http get request method to specify the values or filters for the requested data, although they can also be used in other http request methods queries are added to the url of an http request after a question mark (“?”) and are separated by ampersands (“&”) click on the “add queries” button to add a query click on the key field to enter the key, and on the value field to enter a value each query consists of a key value pair, where the key is the name of the parameter, and the value is the data associated with that parameter click on the “add key” button to add more keys update group this activity allows you to update groups in zendesk group id enter the group id you want to get the information on click on the empty field, and a tooltip will appear, displaying the group ids you can use select the group id from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely update organization this activity allows you to update organizations in zendesk organization id enter the organization id of the organization where you want to get organization memberships click on the empty field, and a tooltip will appear, displaying the organization ids you can use select the organization id from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely update ticket this activity allows you to update tickets in zendesk ticket id enter the ticket id of the ticket you want to update click on the empty field, and a tooltip will appear, displaying the tickets you can choose select the ticket from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely update user this activity allows you to update users in zendesk user id enter the user id of the user you want to update click on the empty field, and a tooltip will appear, displaying the user ids you can choose select the user id from the tooltip, or use a static value when using strings, close them in single quotes (‘) additional fields you can use additional fields from the drop down list to get the entities more precisely upload files this activity allows you to upload files to zendesk file name enter the file name of the file you want to upload click on the empty field, and a tooltip will appear, displaying names you can choose select the name from the tooltip, or use a static value when using strings, close them in single quotes (‘) file mime type enter the mime type of the file you want to upload content url enter the full url where the attachment file can be downloaded