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Tom Wellige

3.3 - Usage - GSE Action Zendesk Ticket Update

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This GSE action can be used to update (i.e. add a comment to it) a given Zendesk ticket from within the call routing.

 

An example call routing script can be found here or a more advanced example here.

 

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Configure action parameters

 

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By double clicking on every parameter in the list, you can edit it.

 

TicketID

The Zendesk ID of the ticket to update. The ID can be given with or without the Zendesk typical # prefix, i.e. 1234 or #1234.

 

Comment

The comment string to be placed into the ticket. The comment will be displayed as none public comment in with Zendesk.

 

Zendesk AuthorID

The Zendesk id of the comment author. This is according to the Zendesk Core API optional. If give, this user will be displayed as author of the comment. Otherwise Zendesk will display the following authenticated user as updater.

 

Zendesk Login User

Login user. To connect to Zendesk a Zendesk user login is required. This project uses a username/token authentication instead of username/password. This is a more robust solution, and keeps the call routing script independent from any password changes the Zendesk user might do. Please follow this link to learn how to obtain the needed login token. 

 

Zendesk Login Token

Login token. To connect to Zendesk a Zendesk user login is required. This project uses a username/token authentication instead of username/password. This is a more robust solution, and keeps the call routing script independent from any password changes the Zendesk user might do. Please follow this link to learn how to obtain the needed login token. 

 

Zendesk Domain

Your Zendesk domain URL. This is something like "yourcompanyname.zendesk.com". 

 

CURL Path

The complete path to call "curl". If you have installed "curl" according to the recommendation, you can leave the default value of "C:\Program Files (x86)\curl\curl.exe" untouched.

 

 

Configure action exits

 

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Exit 0 (Default)

This exit will be reached on any error during updating the ticket. Please refer to 3.5 - Usage - Trouble shooting for more information on how to do a deeper analysis of the error. You should label this exit to something like "error".

 

Exit 1

This exit will be reached if the ticket has been successfully updated. You need to enable this exit (checkbox) and should label it to something like "success".

 

 

 

Index
<< Previous 3.2 - Usage - GSE Action Zendesk Ticket Status
>> Next 3.4 - Usage - Zendesk SwyxIt! button

 

 

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