What is the pattern of Zendesk action steps?

Zendesk can be integrated into your workflow, offering several Zendesk Workflow Action steps that allow you to Create and Update Zendesk tickets, and Add and Remove Tags to Zendesk tickets, all automatically within your workflow.

Zendesk is a customer service platform that empowers organizations to improve customer engagement and better understand their customers. Zendesk is available as a Marketplace integration.

Persona’s Zendesk integration can be useful for streamlining and simplifying customer support, automating ticket management, improving your customer support team’s access to up-to-date customer information, and more.

Once the integration is set up, you can trigger the following Zendesk actions inside your Workflows. Note: If there are multiple options for these actions, choose the one with "OAuth" in the name.

• Create Zendesk Ticket
• Update Zendesk Ticket
• Add Tags to Zendesk Ticket
• Remove Tags from Zendesk Ticket

How do you add a Zendesk action step?

Navigating to your Workflow

1. Navigate to the Dashboard, and click on Workflows > All Workflows.
2. Find and click on the workflow you want to edit, or Create a new workflow.
3. Click on + when hovering over a circle to add an Action.

4. Use the Find Action select box to click on Marketplace > Zendesk. Choose which Zendesk action step to add: Create, Update, Add Tags, or Remove Tags.

Adding a Create Zendesk Ticket step

1. In Find Action, click on Marketplace > Zendesk > Create Zendesk Ticket OAuth.
2. Choose the Zendesk Instance the step should interact with.
3. Choose the ticket Subject, either manually or from elsewhere in your workflow with ‘+’. The subject should be specific and succinct, and include searchable keywords where possible.
4. Add a Comment Body to be attached to the new ticket, either manually or from elsewhere in your workflow with ‘+’. The Comment Body should explain the all context and details necessary for someone to resolve the ticket.
5. (Optional) In ‘Advanced Configuration’, you can do the following:
   1. Click the Make the Comment Public box if you want anyone within your organization to see the ticket’s comment.
   2. Select the ticket Status, such as ‘New’ or ‘Open’.
   3. Add relevant Tags to the ticket. Tags should be specific and standardized across your organisation.
   4. Add the Requester Name and Email, where the Requester is the user who’s actions prompted the creation of this Zendesk ticket in your workflow.
   5. Click the Continue on error box if you want the workflow to continue running even if this step raises an error.
6. Close the step. You’ll have to Save and Publish the workflow to begin using it.

Adding an Update Zendesk Ticket step

1. In Find Action, click on Marketplace > Zendesk > Update Zendesk Ticket OAuth.
2. Choose the Zendesk Instance the step should interact with.
3. Choose the Ticket ID associated with the ticket to be updated, either manually or from elsewhere in your workflow with ‘+’.
4. Add a Comment Body to be attached to the new ticket, either manually or from elsewhere in your workflow with ‘+’. The Comment Body should explain the all context and details necessary for someone to resolve the ticket.
5. (Optional) In ‘Advanced Configuration’, you can do the following:
   1. Click the Make the Comment Public box if you want anyone within your organization to see the ticket’s comment.
   2. Select the ticket Status, such as ‘Pending’ or ‘Solved’.
   3. Add relevant Tags to the ticket. Tags should be specific and standardized across your organisation.
   4. Click the Continue on error box if you want the workflow to continue running even if this step raises an error.
6. Close the step. You’ll have to Save and Publish the workflow to begin using it.

Adding an Add Tags to Zendesk Ticket step

1. In Find Action, click on Marketplace > Zendesk > Add Tags to Zendesk Ticket.
2. Choose the Zendesk Instance the step should interact with.
3. Choose the Ticket ID associated with the ticket to be tagged, either manually or from elsewhere in your workflow with ‘+’.
4. Add relevant Tags to the ticket. Tags should be specific and standardized across your organisation.
5. Close the step. You’ll have to Save and Publish the workflow to begin using it.

Adding a Remove Tags to Zendesk Ticket step

1. In Find Action, click on Marketplace > Zendesk > Remove Tags to Zendesk Ticket.
2. Choose the Zendesk Instance the step should interact with.
3. Choose the Ticket ID associated with the ticket to have tags removed from, either manually or from elsewhere in your workflow with ‘+’.
4. Select any Tags you want removed from the ticket.
5. Close the step. You’ll have to Save and Publish the workflow to begin using it.

Plans Explained

Zendesk action steps by plan

Learn more about pricing and plans.

Learn more

Learn more about Zendesk integration here.