Zendesk - Update a ticket

The Zendesk - Update a ticket action A tool for building the processes, logic, and direction within workflows. 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: 

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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, rename, and copy actions.

  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 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

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

(n/a)
(new fields)

Depending on what 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)