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 #

1. Enter to your Engini account at https://app.engini.io.
2. Navigate to Connections page by clicking on the Connections on the left sidebar or by clicking here.
3. Click on the Add Connection option located at the top bar.
4. Choose the Zendesk option from the available applications.
   
5. Enter the following details in the “Edit Connection” for
   
   1. Insert connection name
   2. Insert domain name – you can see the domain in URL: Domain.zendesk.com
   3. Insert username – usually, the email you signed up with.
   4. Insert 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.

1. Starting (UTC)
   Select the start date and time for the scheduled trigger.
2. Recur every
   Choose the time interval for triggering and checking emails. The minimum time interval is 15 minutes.
3. Add time frame
   You can specify a time frame during which the trigger will operate.
   
   1. 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.

Check for New/Updated Users #

Triggers the workflow when there is a change in users.

1. Starting (UTC)
   Select the start date and time for the scheduled trigger.
2. Recur every
   Choose the time interval for triggering and checking emails. The minimum time interval is 15 minutes.
3. Add time frame
   You can specify a time frame during which the trigger will operate.
   
   1. 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.

Check for Ticket Created/Updated #

Triggers the workflow when there is a change in tickets.

1. Starting (UTC)
   Select the start date and time for the scheduled trigger.
2. Recur every
   Choose the time interval for triggering and checking emails. The minimum time interval is 15 minutes.
3. Add time frame
   You can specify a time frame during which the trigger will operate.
   
   1. 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 #

Add Comment to Ticket #

This activity allows you to add a comment to a certain ticket.

1. 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 (‘).
2. 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.

1. 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 (‘).
2. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 (‘).
2. Create or update option
   Select from the dropdown list the type of action. You can choose between: “Create new option”, or “Update existing option”.
3. 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 (‘).
4. 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 (‘).
5. 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 (‘).
6. 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.

1. 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.

1. 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.

1. 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.

1. 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 (‘).
2. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 (‘)
2. 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.

1. 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.
2. 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.
3. Method
   Specifies the type of request being made.
   
   Choose from the tooltip the method you want to use:
   • 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.
4. Body Type
   The request body typically contains the payload or content of the request, which can be in various formats.
   
   Choose from the drop down the body type:
   • 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.
5. Body
   Contains any data that is being sent to the server.
6. 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.
7. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 (‘)
2. File MIME type
   Enter the MIME type of the file you want to upload.
3. Content URL
   Enter the full URL where the attachment file can be downloaded.