Zendesk - Update ticket

Use the start event The connector and event for triggering the workflow to run, including required configuration. An example is Box - New file, which triggers the workflow to run when a new file is uploaded to the specified folder. Zendesk - Update ticket to start your workflow whenever a ticket is updated in your Zendesk account. In the context of Nintex Automation Cloud, Zendesk is a connector Service used to define a connection required for associated actions and start events. Examples include Salesforce and Box. Method of integration to cloud services, business applications and content stores.

For more information about the Zendesk connector, see Zendesk.

Before you begin: 

Jump to:

Select the Zendesk - Update ticket start event

  1. Open your workflow and in the designer canvas, click Start event. The configuration panel is displayed.

  2. In the Start from drop-down under CONNECTORS, select Zendesk.

  1. In the Event field, select Zendesk - Update ticket.

    The Configuration section is displayed. To configure the start event, follow the steps in Configure the start event.

Configure the start event

During configuration of the Zendesk - Update ticket start event, you can add provided 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. to store information about the updated ticket for use later in the workflow, and set conditions such as requirements for the Assignee ID or Creation date.

In the Configuration section of the Start event configuration panel: 

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

For more information on the fields and buttons, see Zendesk - Update ticket start event fields by section.

  1. On the Designer canvas, click Start event.

  2. Select a connector from the Start from drop-down list.

  3. Select an event from the Event drop-down list.

  4. Click Add variables.
  5. Select the predefined variables that you want to add to your workflow. If you know the variable and you want to find it faster, type the variable name in the Filter options field. To select all variables, click Select All.
  6. Click Add.

    Note: If you want to edit the selection of variables, hover over the variable, click More Options icon, and then click Show Details. Edit the variable name in the Name field or click Delete icon.

  • 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.

For more information on the fields and buttons, see Zendesk - Update ticket start event fields by section.

  1. Find the Conditions section.
    1. Click Add condition.
    2. For When, select a start event variable. For example, select Created date for a new file.
    3. For Operator, select an operator for comparing the variable to the value. For example, select is before or on.

    4. For Value, type or select the value to use for the comparison. For example, select 2017-12-31, 11:59 PM.

    5. Type a Condition summary, if desired.

    6. Click Add condition.

      The condition is added to the start event.

  3. Select all or any to control how multiple conditions are evaluated.

For more information on the fields and buttons, see Zendesk - Update ticket start event fields by section.

Zendesk - Update ticket start event fields by section

Section

Field

Description
Start event Show variables Displays variables that are available to use throughout the workflow. Variables are classified based on how they are created or generated.
  Hide variables Closes the Variables pane.
Configuration Connection

The Zendesk connection to use for the start event.

Add variables

Select the variables you want to use later in the workflow. For example, if you want to capture the ID of the updated ticket so that you can insert it in an email, then select Ticket ID as one of the start event variables.

Selection

Description

Filter options

Filters the list of variables using your entered text.

/

Selects or de-selects a variable for adding.

Select all

Selects all variables.

Add

Adds the selected fields.

Cancel

Discards field selections and hides the fields available for selection.

The following informational elements related to the updated ticket that started the workflow are available.

  • 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.

Conditions

Add condition

Displays fields for defining a new condition.

 

 When

The start variable the operator compares with the value.

 

 Operator

How the When variable and Value are compared. Select from the drop-down. The operators available in the drop-down depend on the When variable type. Example: in the condition 'created date is after 2018-05-02, 12:49 PM. ', the operator is 'is after'.

 

 Value

The text or variable that the operator compares with the When variable. Type to enter text. The variable type must match the When variable type. Example: in the condition 'created date is after 2018-05-02, 12:49 PM. ', the value is 2018-05-02, 12:49 PM.

 

Add

Saves the condition to the start event.

 

Cancel

Discards the condition you are editing.

 

all/any

If you select:

  • all: then all conditions must be true for the workflow to start.
  • any: then at least one of the multiple conditions must be true for the workflow to start.

 

(Edit condition)

Re-displays condition fields for editing.

 

(Delete condition)

Deletes the indicated condition.