Prerequisites

  1. Active Zendesk account.

  2. Since Zendesk is a premium integration, you would need a paid subscription to Automate.io.


Triggers

⚡️ New Ticket

Description: Triggers whenever a new ticket is created or received in Zendesk.

⚡️ Agent Replied to Ticket

Description: Triggers when an Agent or Admin replies to a Ticket. You'd need to be an admin in Zendesk to be able to use this trigger.

Unsupported items: does not work for private comments/replies.

⚡️ Internal Note added to Ticket

Description: Triggers when an internal note is added to any ticket. You'd need to be an admin in Zendesk to be able to use this trigger.

⚡️ Tag added to Ticket

Description: Triggers when there a tag is added to any ticket. You may optionally specify the tag you want the Bot to look for. You'd need to be an admin in Zendesk to be able to use this trigger.

⚡️ Ticket Status Changed

Description: Triggers whenever a ticket's status is changed. You may optionally specify the status you want the Bot to look for in the tickets. If no status is specified, the Bot will trigger for all the status changes in the tickets.

This also triggers when a ticket with the specified status is newly created. You'd need to be an admin in Zendesk to be able to use this trigger.

⚡️ New Post in Help Center

Description: Triggers when a new post is published in the Help Center. You'd need to specify the topic in which the Bot will look for new posts published.

Data limits: Maximum of 100 posts in a single data check interval are supported. For example, if you are on the Startup plan, the data check time is 2 minutes. A maximum of 100 posts every 2 minutes would be fetched. If there are more than 100 posts received in 2 minutes, there might be a loss of data.

⚡️ New Comment added to Post

Description: Triggers when a new comment is added to the specified post in the Help Center. You'd need to specify the topic in which the Bot will look for new posts published.

Data limits: Maximum of 100 comments in a single data check interval are supported. For example, if you are on the Startup plan, the data check time is 2 minutes. A maximum of 100 comments every 2 minutes would be fetched. If there are more than 100 comments received in 2 minutes, there might be a loss of data.

⚡️ New User/Agent

Description: Triggers when there is a new user (Customer OR End-user) or an agent created in your Zendesk account. You'd need to specify the type of the user/agent being added (End-user, Admin/Agent).

Data limits: Maximum of 100 new users/agents in a single data check interval are supported. For example, if you are on the Startup plan, the data check time is 2 minutes. A maximum of 100 new users/agents every 2 minutes would be fetched. If there are more than 100 new users/agents received in 2 minutes, there might be a loss of data.

⚡️ Ticket assigned to Agent

Description: Triggers when any ticket is assigned to an agent. You may optionally specify the agent you want the Bot to look for in the assigned tickets. If no agent is specified, the Bot will trigger for all the tickets assigned to any agent. You'd need to be an admin in Zendesk to be able to use this trigger.

⚡️ New Organization

Description: Triggers when a new organization is created in your Zendesk account.

Data limits: Maximum of 100 new organizations in a single data check interval are supported. For example, if you are on the Startup plan, the data check time is 2 minutes. A maximum of 100 organizations every 2 minutes would be fetched. If there are more than 100 new organizations received in 2 minutes, there might be a loss of data.

⚡️ New Group

Description: Triggers when a new group is created in your Zendesk account.

Data limits: Maximum of 100 new groups in a single data check interval are supported. For example, if you are on the Startup plan, the data check time is 2 minutes. A maximum of 100 groups every 2 minutes would be fetched. If there are more than 100 new groups received in 2 minutes, there might be a loss of data.

⚡️ Updated Ticket

Description: Triggers when an existing ticket is modified/updated. This will give you all the latest information about the ticket.

⚡️ User replied to Ticket

Description: Triggers when a user replies to an existing ticket. You'd need to be an admin in Zendesk to be able to use this trigger.


Actions

✅ Add a Ticket

Description: This action is used to create a new ticket in Zendesk.

Unsupported items: No option to specify the form in which the ticket should be created.

Unsupported items: No option to specify the form where the ticket should be created.

✅ Add or Update a User/Agent

Description: This action is used to create a new or update an existing user (Customer OR End-user) or an agent in your Zendesk. Updating works based on the email address provided of the user/agent.

Unsupported items: User/Agent Phone field.

✅ Search a Ticket

Description: This action is used to search existing tickets using Zendesk Ticket ID OR Requester Email OR Search Query as per Zendesk search reference. This will throw output of one ticket only.

Unsupported items: 'Requester Name' output field unavailable. To get 'Requester Name', use 'Search User/Agent' action right after this action.

✅ Update a Ticket

Description: This action is used to update an existing ticket in Zendesk. You'd need to provide Ticket ID (internal unique ID set by Zendesk). To get Ticket ID, you may use Search Ticket action right before Update a Ticket action.

Data limits: Only one custom field can be updated.

✅ Add a Comment

Description: This action is used to add a comment on an existing ticket. You'd need to provide Zendesk Ticket ID OR Requester Email OR Search Query as per Zendesk search reference. You also have the option to make the comment public or private.

✅ Change Ticket Status

Description: This action is only used to change the status of the ticket to the specified status. You'd need to provide Zendesk Ticket ID to be able to change the ticket status.

✅ Add a Tag

Description: This action is used to tag an existing ticket. You'd need to provide Zendesk Ticket ID OR Requester Email OR Search Query as per Zendesk search reference.

✅ Add an Organization

Description: This action is used to create a new organization in your Zendesk account.

✅ Search Organizations

Description: This action is used to search for an existing organization in your Zendesk account. You can search for the organization using its Zendesk Org ID or name.

✅ Update an Organization

Description: This action is used to update an existing organization in your Zendesk account. You would need to provide Zendesk Organization ID to use this action. To get Zendesk Organization ID, use Search Organizations action right before this action.

✅ Search a User/Agent

Description: This action is used to search for an existing user/agent in your Zendesk account. You would need to provide User ID OR Agent ID OR Email address OR Name.

✅ Add a Post

Description: This action is used to create a new post in the Help Center.

✅ Search Posts

Description: This action is used to search for an existing post in your Zendesk account. You would need to provide Zendesk Post ID or a Search Query.

Search Query: The search text to be matched or a search string. Examples: "Job Scheduler", "'Message Queues'".

✅ Add a Comment to Post

Description: This action is used to add a comment to an existing post in your Zendesk account. You would need to provide the Zendesk Post ID to be able to use this action. To get Zendesk Post ID, use the Search Posts action right before this action.

✅ Update a Post

Description: This action is used to update an existing post in the Help Center. You would need to provide the Zendesk Post ID to be able to use this action. To get Zendesk Post ID, use the Search Posts action right before this action.

✅ Search Groups

Description: This action is used to search for an existing group in your Zendesk account. You would need to provide Zendesk Group ID or Group Name.


Common issues with Zendesk integration

❗️ My Bot is not getting triggered. I am using Agent Replied to Ticket trigger.

As of now, the Bot works only for the public comments/replies instead of private ones. Please ensure you are adding public comment/reply to make the Bot trigger.

❗️ Error: input parameters missing. I am using any action that creates something in Zendesk.

If your Bot is trying to fill a required field using only fields from the trigger, sometimes you will see errors because the fields you chose from the trigger didn't contain any data. For example, say you map the body of an email to the first comment on the ticket. If an email without a body comes through, Zendesk will prevent Automate.io from making the ticket.

An easy fix is to add some static text along with the trigger fields. For example, adding "Orig Email: " as a prefix for the first comment will ensure that field is never empty.

❗️ My Bot is not working as expected. I am using Search Ticket action.

Are you searching by description and using partial word in your search query? The Zendesk search will look for an exact match, so partial words won't return any results. For example, if there is a ticket with the description "Automate.io is a platform" and the search is for "Automate.io is the software", nothing will be found, even though "Automate.io is" may find that ticket.

❗️ Ticket Requester is not receiving email notifications of newly created tickets. I am using Add Ticket action.

Please check whether these email notifications are enabled in their account. A requester selected in a "Create Ticket" action template will only receive Zendesk's "Request Received" emails if those notifications enabled.

Did this answer your question?