This action requires that you have an active integration with Zendesk.

Update an existing ticket in Zendesk with configurable information.

This action type has several settings.

Ticket ID

The numeric ID of the Zendesk ticket to update.

This field can use markup to reference form data values. For example, if a previous Create Zendesk Ticket action used form data assignments to store the ID of the created ticket with the form data key "ticket-id", you could reference that ticket here by entering {{ticket-id}}.

See Markup expressions and operators for more information on markup syntax.

Default: None. This field must be set by you.

Ticket subject

For this to be available, you must click "+ Update subject". Otherwise the subject will not be updated.

The new subject for the Zendesk ticket. There are multiple options described below.

1. Problem description
   If the conversation has included a search node and the user performed a search, the most recent search performed is used.

2. Free text (Default)
   Any specific text. If this option is selected, you must also specify the text to use.

3. Markup
   Text in which any markup will be evaluated. If this option is selected, you must also specify the markup text to be evaluated.
    
   This can be useful for basing the subject on form data values. For example, if you want the subject to be "Request submitted:" followed by the value associated with the form data key "request-type", you can specify the markup test as "Request submitted: {{request-type}}".
    
   This field also has access to the reserved form data key $transcript. You can thus use {{$transcript["subject"]}} for the "problem description" (the last search performed by the user) or {{$transcript["body"]}} for the full text of the transcript of the conversation.
    
   See Markup expressions and operators for more information on markup syntax.

Comment

For this to be available, you must click "+ Add comment". Otherwise no comment will be added.

The body of the comment to add. There are multiple options described below.

1. HTML transcript
   The full transcript of the conversation and all form data that is not marked as PII, formatted as HTML.
    
   If this option is selected, you must also specify whether to include live support messages (defaults to yes) and live support agent notes (defaults to no) from any live support chats that occurred as part of this conversation. When making this decision, consider who will receive the comment and whether it will generate any customer-facing communication (such as from notifications or replies in Zendesk).

2. Text transcript
   The full transcript of the conversation and all form data that is not marked as PII, formatted as plain text.
    
   If this option is selected, you must also specify whether to include live support messages (defaults to yes) and live support agent notes (defaults to no) from any live support chats that occurred as part of this conversation. When making this decision, consider who will receive the comment and whether it will generate any customer-facing communication (such as from notifications or replies in Zendesk).

3. Free text (Default)
   Any specific text. If this option is selected, you must also specify the text to use.

4. Markup
   Text in which any markup will be evaluated. If this option is selected, you must also specify the markup text to be evaluated.
    
   This can be useful for basing the comment on form data values. For example, if you want the comment to read "User <CUSTOMER_EMAIL> has filed a <REQUEST_TYPE> request" with the placeholders replaced by the values associated with the form data keys "email" and "request-type", you can specify the markup text as "User {{email}} has filed a {{request-type}} request".
    
   This field also has access to the reserved form data key $transcript. You can thus use {{$transcript["subject"]}} for the "problem description" (the last search performed by the user) or {{$transcript["body"]}} for the full text of the transcript of the conversation.
    
   See Markup expressions and operators for more information on markup syntax.

Note: Unlike many other fields, markdown in this field will not be parsed. If you need to format the contents of your Zendesk ticket, use HTML tags.

Tags

Any tags to be applied to the Zendesk ticket.

Tags can use markup to reference form data values. For example, to apply a tag based on the value associated with the form data key "request-type", enter {{request-type}} as the value.

See Markup expressions and operators for more information on markup syntax.

Default: None, meaning no new tags will be set on the ticket.

Custom Fields

Any custom fields to be set on the Zendesk ticket.

For each custom field, you must specify both a key and a value. The key must be the numeric ID of the custom field in Zendesk. The value can be plain text or can use markup to reference form data values. For example, to set a custom field based on the value associated with the form data key "request-type", enter {{request-type}} as the value.

See Markup expressions and operators for more information on markup syntax.

Default: None, meaning no new custom fields will be set on the ticket.

Status

What status the Zendesk ticket will be set to.

This will depend on your Zendesk workflow.

Default: Unset, meaning no change to status will be made.

Form data assignments

What form data to set based on Zendesk's response. This data can be used by other nodes later in the flow, will be included in the conversation transcript, and is viewable on the agent dashboard if the conversation includes a live chat.

Like a write data node, you can add any number of form data assignments for this action to perform. For each one, you must specify the key to update and the value to set it to. Note that all values are treated as already being in double-curly-braces, meaning that to reference the key name you would enter "name" instead of {{name}}.

All normal form data keys and all global reserved form data keys are available. Additionally, the following limited reserved form data keys are available, allowing you to set values dynamically based on the response from Zendesk:

• $error: If the Zendesk API returned a failure message, it will be available with this key.

Delay in seconds

How long to wait after reaching this node before updating the Zendesk ticket.

This provides a grace period during which the user can reach this node and then go back to an earlier point in the flow, such as because they have changed their mind or they realized they have provided incorrect information and want to update it. If the user backs through the node before the delay has elapsed, the Zendesk ticket will not be updated, preventing superfluous or unintended updates.

Default: "0", meaning the ticket is updated immediately when the user reaches this node.