How To Create A New Ticket In Zendesk

Zendesk is a cloud-based customer service platform for enterprises. This activity allows you to create a new ticket in your Zendesk account. To achieve this, add this activity to your canvas, and configure it. Select the appropriate access token for Zendesk. If you haven't created an access token, click on 'Add New' to create one.

You then need to enter a few details about the new ticket that would be created. Let's have a look at each of the fields.

Sub Domain (Required): Enter the sub-domain of your Zendesk account.

Requester ID: In the 'Requester ID' field, you need to select/specify the ID of the user requesting support through the ticket. Clicking the 'Refresh' icon will fetch the list of all the users of your Zendesk account—based on the access token selected—and display it in the drop-down list. In case there are too many users, you can search the required one by his 'name' or 'ID'. Alternatively, you can manually enter the name or ID of the user requesting support through the ticket or use the output of the previous activity as an input for this field.

Similarly,

Submitter ID:Select/specify the ID of the user submitting the ticket.

Assignee ID:Select/specify the ID of the agent to whom the ticket is being assigned.

Comment (Required): Provide a short description about the problem, incident, question, or task.

Subject: Provide the subject of the new ticket

Collaborators IDs: Enter the Ids of the agents or users you want to CC on the ticket.

Type: Select the type of the ticket. Available options are problem, incident, question, and task.

Priority: Set the priority of the task. Available options are urgent, high, normal, and low.

Status: Set the status of the ticket. Available options are new, open, pending, hold, solved, and closed.

Tags: Add tags to the ticket.

External ID: Provide an ID that will link Zendesk tickets to local records.

Group ID:Provide an ID of the group to which the ticket is being assigned.

Forum Topic ID: Provide the ID of the topic this ticket originated from.

Problem ID: If the ticket is of 'Incident' type, specify the ID of the problem this incident is linked to.

Due At: If the ticket type is 'task', provide a due date for the task.

Ticket Form ID: Provide The ID of the ticket form to render for the ticket. It is only applicable for enterprise.

Via Follow-up Source ID: If the ticket is a follow-up ticket for a closed ticket, enter the ID of the closed ticket here.

Custom Fields:You can add custom fields for the ticket here.

Recipient ID: Provide the original recipient e-mail address of the ticket

Once you enter all the required details, click on 'Done' and run the flow. This will create a new ticket in your Zendesk account.

create-ticket