Zendesk - Update a ticket

The Zendesk - Update a ticket action A tool for building the processes, logic, and direction within workflows. Actions are the steps the workflow performs to complete a process. modifies values in specified fields of an existing Zendesk ticket.

For example, you want to update a ticket based on values entered on a form. By using variables, you can store these new values and then insert in the configuration fields of the Zendesk - Update a ticket action.

For more information about Zendesk, go to Zendesk.

Before you begin: 

Jump to:

Configure the Zendesk - Update a ticket action

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

  1. Select a Connection. If you do not have a connection, see Add a connection.
  2. In Ticket ID, select the variable that stores the ID of the ticket you want to update.
  3. Click Add fields to select which field values you want to modify.
  4. In the new fields that appear, enter your new values.

Update a ticket action fields, buttons, and settings

Field

Description

Variable types

Connection Credentials and other settings that enables workflows to communicate with external systems, services, or applications. It's 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 updating the ticket.

(n/a)

Ticket ID

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

Text, Decimal, Integer, Boolean, DateTime, Collection

Add fields

Displays selections for browsing, selecting, and adding fields that you want to populate for the new record.

Selection

Description

Filter options ()

Filters the list of fields using your entered text.

/

Selects or de-selects a field for adding.

Select all

Selects all fields.

Clear selections

De-selects all fields.

Cancel

Discards field selections and hides the fields available for selection.

Add

Adds the selected fields.

(n/a)
(new fields)

When you select an option from the Add fields drop-down menu, additional fields appear where you can enter new values to overwrite existing values. For example, selecting Priority from the Add fields drop-down menu displays options such as 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)