Hi, there!

Previously, I have posted an article concerning a collaboration between Zendesk and Questetra. (How to Collaborate Zendesk with Cloud Workflow) This post is a continuation of it, and I am going to achieve the following.

  1. Once creating a ticket on Zendesk, send its data to Questetra and Start a Workflow
  2. Proceed the work according to Workflow in Questetra
  3. When work is completed on Questetra, send the data to Zendesk and update the ticket status to Solved

In the mechanism of ticket management including Zendesk, you can not stipulate the order of processing or work in progress to be carried out without delay. By combining with Questetra, you can supplement for such aspect.

I will describe how to configure that collaboration.

 

TOC
1. How to Start Questetra Workflow from Zendesk
2. How to update tickets on Zendesk from Questetra
3. Closing

 

1. How to Start Questetra Workflow from Zendesk

It will be accomplished by sending an HTTP request from Zendesk to Questetera.
Please refer to the previous post for the details.

 

2. How to update tickets on Zendesk from Questetra

It will be accomplished by sending an HTTP request from Questetera to REST API of Zendesk.
This time I prepared an Add-on for updating tickets on Zendesk.
* By the way, it can also be realized with “Throwing Message Intermediate Event (HTTP)” or “Script Task” instead of utilizing an Add-on.
Related document: M225: Auto Sending of HTTP Request with Business data Inserted
Related document: M230: Auto Executing Complicated Data Processing (ECMAScript)

Concerning authentication and details of API of Zendesk, please refer to the following.
 Zendesk document: Core API Introduction
 Zendesk document: API reference – Update Ticket
* Note that configuration on Zendesk for accepting API is necessary.

First, import an Add-on for updating Zendesk tickets.

Download the Add-on file below and import it to Questetra App in reference to this page (M415).

ZendeskSupport-ticketUpdateAPItoken.xml

Config items are as the following.


Config name
Required
Type
A: Sub Domain
Required
Enter the subdomain of Zendesk
B: email
Required
Enter the email address of login account for Zendesk
C: API token
Required
Enter API token obtained at Zendesk
D: Select TEXT DATA for Ticket Id
Required
Select a String type Data Item that is storing the ticket ID passed to Questetra
E: Select SELECT DATA for Ticket Status
Required
Select a Select type data to be the value either of Open/Pending/Solved/Closed
F: Select TEXT DATA for Ticket Comment
Optional
Select a String type Data Item that is storing the comment at ticket update
X: Select TEXT DATA for Log (update)
Optional
Specify a String type Data Item to store log output if needed
* Concerning obtaining API token, refer to the following.
Zendesk document: Generating a new API token
Concerning authentication, Basic Authentication is also available instead of API token method.
In that case, you need to modify the following parts of the source code of the Add-on file.

  • In Config, substitute apiToken with password, and modify the relevant part of Config item retrieving to fit with substituted.
  • Modify the logic of the portion that uses it as follows.
    • .basic( email + “/token”, apiToken ) -> .basic( email, password )

I hope that this simple sample App archive will also help you.

 

3. Closing

Thus, we have accomplished a collaboration such as Zendesk -> Questetra -> Zendesk.
By all means, please try utilizing it.

If you have any question, please feel free to Contact us.