Zendesk - New ticket

Use the start event An event that triggers a workflow to run when it occurs. An example is Box - New file, which triggers the workflow to run when a new file is uploaded to the specified folder. Zendesk - New ticket to start your workflow whenever a new ticket is created in your Zendesk account.

For more information about the Zendesk connector A software component that allows seamless integration with third-party services, business applications, and content stores. Examples include Salesforce, Box, and Microsoft SharePoint. Connectors are used to create connections required for workflow and agentflow actions and start events., see Zendesk.

Before you begin: 

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Configure the Zendesk - New ticket start event

  1. Open the Workflow designer. For more information, see Open the Workflow designer.

  2. If the Start event configuration panel does not automatically open, click Start event. For more information, see Start event configuration panel.

    Important: 

    If invalid variables are detected, a message is displayed at the top of the Start event configuration panel. It can be due to changes that have been made to the start event, such as:

    • The start event configuration may have been changed.

    • The start event may have been changed completely. For example, the start event connector changed to a new connector or changed from a connector to a Nintex event.

    • The source configured in the start event configuration may have been changed or deleted. For example, after a workflow is configured to start when a new item is added to a SharePoint list, a column in the SharePoint list is deleted or the list is deleted.

    If you see this message it is recommended that you update the variables. You can update the variables or delete them as required in the Variables panel.

    If there are invalid references they will be deleted when the workflow is published. Deleting variables may result in unconfigured actions and you will have to update the configuration of the impacted actions.

  3. In Start from, select Zendesk.

    Caution: After you have selected and configured your start event and you begin designing the workflow and using start event variables in any of your actions, you can no longer change Start from and Event.

    A warning message appears when one or more start event variables are referenced by actions within the workflow. The connector and event cannot be changed until the variables are no longer referenced within the workflow.

  4. In Event, select Zendesk - New ticket.

    The Configuration section is displayed to configure the start event.

  5. Select a Connection. If you do not have a connection, see Add a connection.

  6. (Optional) In Conditions, click Add condition to set conditions for the start event. Set conditions that start your workflow only when defined conditions are true. The Condition builder supports nested conditions, enabling you to create conditions within another condition. For fields and settings, see Condition builder.

    For each condition: 

    1. In When, select a start event variable. For example, select Name for a new file start event.
    2. In Operator, select an operator for comparing the variable to the value. For example, select Contains.

    3. If needed, in Value, type or select the value to use for the comparison. For example, type marketing.

    4. (Optional) Enter a Condition summary.

    5. Click Add condition.
    6. Select all or any to control how multiple conditions are evaluated.

View start event variables

Start event variables A variable associated with the start event. Often referenced by actions in the workflow. For example, a start event variable might capture input in a form field. are automatically added to the workflow. They are passed as parameters in the HTTP call to start the workflow.

At the top of the Start event configuration panel, click Show variables. The list of start event variables is populated.

Alternatively, click Hide variables to hide them.

The start event variables are contained in an object called Start variable and include the following variables:

  • Assignee ID: The ID of the user who owns the ticket.
  • Created date: The date when the ticket was created.
  • Description: Provides description about 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.
  • Ticket ID: The unique ID generated to identify the ticket.
  • Type: The category of the ticket. Type values include Question, Incident, Problem, and Task.

Zendesk - New ticket start event fields and settings

Section

Field

Description
Start event Show variables

Displays variables that are available to use throughout the start event. Variables are classified based on how they are created or generated.

Selection

Description

Name Internal name to identify your variable within the workflow or start event.
Type

The data type of your variable.

You can assign only the variable type that a workflow or start event expects. For example, if you want to capture a Date entry in a form, then you must create a variable of the DateTime type.
Used in Indicates the number of workflow actions using the variable.
Delete Cancels adding the variable to the workflow. You cannot cancel the selection of start event variables that are used in any actions in the workflow.
  Hide variables Closes the Variables pane.
(unlabeled) Start from

The connector or Nintex event that starts the workflow.

To trigger the workflow when an event occurs in Zendesk, under CONNECTORS, select Zendesk.
  Event

The event that must occur in the selected connector to trigger the workflow.

Select Zendesk - New ticket to trigger the workflow whenever a new ticket is created in your Zendesk account.
Configuration 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 connection to use for the start event.

To add a connection, select Add connection.

To refresh the available connections, click .
Conditions Add condition/Edit condition/Delete condition

Displays the condition builder to define new conditions or edit or delete existing conditions.

  • Add condition - Displayed when there are no existing conditions specified.

  • Edit condition - Icon displayed when there are existing conditions set. You can edit the condition.

  • Delete condition - Icon displayed when there are existing conditions set. You can delete the condition.

The Condition builder supports nested conditions, enabling you to create conditions within another condition. For fields and settings, see Condition builder.