Zendesk - Retrieve a ticket

The Zendesk - Retrieve a ticket action A tool for building the processes, logic, and direction within workflows. retrieves contents from an existing ticket in Zendesk.

For example, you want to inform a customer the status of a ticket via email. By using variables, you can store the Status value and then insert the variable in the email.

For more information about Zendesk, go to Zendesk.

Before you begin: 

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Configure the Zendesk - Retrieve a ticket action

  1. Add the action to the workflow and open the action configuration panel. For more information, see Add, rename, and copy actions.

  1. Select a Connection. If you do not have a connection, see Add a connection.
  2. Click the Zendesk - Retrieve a ticket action.
  3. In Ticket ID, select the variable that stores the ID of the ticket you want to retrieve.
  4. To specify which fields you want to retrieve values from, click Add fields.
  5. In the new fields that appear, select a variable to hold the value.

Retrieve a ticket action fields, buttons, and settings

Field

Description

Variable types

Connection Credentials and other settings required to pass data between the workflow and the indicated service, which could be a cloud service, business application, or content store.

The Zendesk connection to use for retrieving the ticket.

(n/a)

Ticket ID

Variable that store the ID of the ticket you want to retrieve.

Text, Decimal, Integer, Boolean, DateTime, Collection

Add fields

Click the Add fields drop-down menu to view the fields available for modification.

(n/a)
(new fields)

Depending on the field you select from the Add fields drop-down menu, additional fields appear where you can enter new values to overwrite existing values. For example, if you select Priority from the Add fields drop-down menu, then the Priority field appears where you can select Low, Normal, High, or Urgent.

Aside from custom fields, the following standard fields are available for you to add:

  • Assignee ID: The ID of the user who owns the ticket.
  • Group ID: The ID of the group who owns the ticket.
  • Priority: Priority values include Low, Normal, High, and Urgent.
  • Status: Status of tickets can be New, Open, Pending, On-hold, Solved, or Closed.
  • Subject: Title given to the ticket that is used as subject line in emails or search queries.
  • Type: The category of the ticket. Type values include Question, Incident, Problem, and Task.
 varies

Delete ()

Removes the added field.

(n/a)