{"id":71241,"date":"2018-09-20T12:18:12","date_gmt":"2018-09-20T03:18:12","guid":{"rendered":"https:\/\/support.questetra.com\/zendesk-add-on\/"},"modified":"2026-04-14T15:23:21","modified_gmt":"2026-04-14T06:23:21","slug":"zendesk-add-on","status":"publish","type":"post","link":"https:\/\/support.questetra.com\/en\/developer-blog\/zendesk-add-on\/","title":{"rendered":"How to Collaborate with Zendesk (Zendesk Ticket Update)"},"content":{"rendered":"\n
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Hi there!<\/p>\n\n\n\n

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

  1. Create a ticket on Zendesk and send its data to Questetra to start a Workflow<\/li>
  2. Process the work according to the Workflow in Questetra<\/li>
  3. When the work is completed on Questetra, send the data back to Zendesk and update the ticket status to Solved<\/li><\/ol>\n\n\n\n
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    Similar to other ticket management systems, Zendesk cannot stipulate the order in which processes are performed. By combining it with Questetra you can compensate for this.<\/p>\n\n\n\n

    I will describe how to configure that collaboration.<\/p>\n\n\n

    TOC<\/div>
    1. How to Start Questetra Workflow from Zendesk
    \n2. How to update tickets on Zendesk from Questetra
    \n3. Summary<\/div><\/div>\n\n\n
    \n

    1. How to Start Questetra Workflow from Zendesk<\/h3>\n<\/div><\/div>\n\n\n\n

    This will be accomplished by sending an HTTP request from Zendesk to Questetra.
    Please refer to the previous post<\/a> for the details.<\/p>\n\n\n

    \n

    2. How to update tickets on Zendesk from Questetra<\/h3>\n<\/div><\/div>\n\n\n\n

    Send an HTTP request from Questetra to the REST API of Zendesk.
    This time I prepared an add-on for updating tickets on Zendesk.
    * By the way, it can also be achieved with a 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<\/a>
    Related document: M230: Auto Executing Complicated Data Processing (ECMAScript)<\/a><\/p>\n\n\n\n

    Concerning authentication and details of Zendesk’s API please refer to the following.
    Zendesk document: Core API Introduction<\/a>
    Zendesk document: API reference – Update Ticket<\/a>
    * Note that configuration on Zendesk for accepting the API is necessary.<\/p>\n\n\n\n

    First, import the add-on for updating Zendesk tickets.<\/p>\n\n\n\n

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    Download the add-on file below and import it to the Questetra App in reference to this page (M415)<\/a>.<\/p>\n\n\n\n

    ZendeskSupport-ticketUpdateAPItoken.xml<\/a><\/p>\n\n\n\n

    Config items are as follows.<\/p>\n\n\n\n

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    Config name<\/th>Required<\/th>Type<\/th><\/tr><\/thead>
    A: Sub Domain<\/td>Required<\/td>Enter the subdomain of Zendesk<\/td><\/tr>
    B: email<\/td>Required<\/td>Enter the email address of the login account for Zendesk<\/td><\/tr>
    C: API token<\/td>Required<\/td>Enter API token obtained in Zendesk<\/td><\/tr>
    D: Select TEXT DATA for Ticket Id<\/td>Required<\/td>Select a String-type Data Item that will store the ticket ID passed to Questetra<\/td><\/tr>
    E: Select SELECT DATA for Ticket Status<\/td>Required<\/td>Select a Select-type data to have a value of either Open\/Pending\/Solved\/Closed<\/td><\/tr>
    F: Select TEXT DATA for Ticket Comment<\/td>Optional<\/td>Select a String-type Data Item that will store the comment at ticket update<\/td><\/tr>
    X: Select TEXT DATA for Log (update)<\/td>Optional<\/td>Specify a String-type Data Item to store the log output if needed<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n
    \n* Concerning obtaining an API token, refer to the following.
    \nZendesk document: Generating a new API token<\/a>
    \nConcerning authentication, Basic Authentication is also available instead of the API token method.
    \nIn that case, you need to modify the following parts of the source code of the add-on file.<\/p>\n