Zendesk

Configure authentication

Enter the details based on the authentication you want to use.

• Username and password
  • Username: The Zendesk username to use for the connection.
  • Password: Secret Manager secret containing the password associated with the Zendesk username.
• User and API token
  • User: The Zendesk user account used to authenticate.
  • API Token: The API token of the authenticated user.

Configure event subscription

If you have enabled the event subscription, enter the following values in the Event Subscription Details section:

1. Select a Destination Type.
   • Host address: Enter the registration URL of your backend system in the host field.
2. Enter the authentication details.
   1. Username: Enter the username.
   2. Password: Select the Secret Manager secret containing the password associated with the username.
   3. Secret Version: Select the secret version.
3. Optionally, select Enable data enrichment if you want additional information to be appended to the backend system's response.

   The additional information is specific to the entity for which you have configured the event. For more information, see Data enrichment in event notifications.

4. Select Enable private connectivity for secured connectivity between your backend application and your connection. If you select this option, you must perform additional configuration steps after creating the connection. For more information, see Private connectivity for event subscription.
5. Enter the dead-letter configuration. If you configure dead-letter, the connection writes the unprocessed events to the specified Pub/Sub topic. Enter the following details:
   1. Dead-letter project ID: The Google Cloud project ID where you have configured the dead-letter Pub/Sub topic.
   2. Dead-letter topic: The Pub/Sub topic where you want to write the details of the unprocessed event.
6. If you want to use a proxy to connect to your backend (for event subscription), enter the following details:
1. Proxy SSL Type: The SSL type to use when connecting to the proxy server. Select any of the following authentication types:
   • Always: The connection is always SSL enabled for event subscription.
   • Never: The connection is not SSL enabled for event subscription.
2. Proxy Auth Scheme: Select the authentication type to authenticate with the proxy server. The following authentication types are supported:
   • Basic: Basic HTTP authentication.
3. Proxy User: Enter the user name to be used to authenticate with the proxy server.
4. Proxy Password: Select the Secret Manager secret of the user's password.
5. Secret version: Select the secret version.
6. In the Proxy Server section, enter details of the proxy server.
   1. Click + Add destination, and then select the Destination Type as Host address.
   2. Enter the proxy server's hostname or IP address, and the proxy server's port number.

Entities, operations, and actions

All the Integration Connectors provide a layer of abstraction for the objects of the connected application. You can access an application's objects only through this abstraction. The abstraction is exposed to you as entities, operations, and actions.

• Entity: An entity can be thought of as an object, or a collection of properties, in the connected application or service. The definition of an entity differs from a connector to a connector. For example, in a database connector, tables are the entities, in a file server connector, folders are the entities, and in a messaging system connector, queues are the entities.

  However, it is possible that a connector doesn't support or have any entities, in which case the Entities list will be empty.

• Operation: An operation is the activity that you can perform on an entity. You can perform any of the following operations on an entity:
  • List
  • Get
  • Create
  • Update
  • Delete

  Selecting an entity from the available list, generates a list of operations available for the entity. For a detailed description of the operations, see the Connectors task's entity operations. However, if a connector doesn't support any of the entity operations, such unsupported operations aren't listed in the Operations list.

• Action: An action is a first class function that is made available to the integration through the connector interface. An action lets you make changes to an entity or entities, and vary from connector to connector. Normally, an action will have some input parameters, and an output parameter. However, it is possible that a connector doesn't support any action, in which case the Actions list will be empty.

System limitations

The Zendesk connector can process 5 transaction per second, per node, and throttles any transactions beyond this limit. By default, Integration Connectors allocates 2 nodes (for better availability) for a connection.

For information on the limits applicable to Integration Connectors, see Limits.

Actions

The Zendesk connector provides actions to manage your tickets based on the ticket ID. To understand how to configure the actions, see Action examples.

Action examples

This section describes how to perform some of the actions in this connector.

Example - Delete a ticket

1. In the Configure connector task dialog, click Actions.
2. Select the DeleteTicketsPermanently action, and then click Done.
3. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
     "Id": "18"
   }

This example deletes the ticket permanently. If the action is successful, your connector task's connectorOutputPayload response parameter will have a value similar to the following:

[{
  "Success": "true"
}] 

Example - Merge tickets

1. In the Configure connector task dialog, click Actions.
2. Select the MergeTickets action, and then click Done.
3. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
     "Id": "25",
     "Id": "26"
   }

This example merges the two tickets. If the action is successful, your connector task's connectorOutputPayload response parameter will have a value similar to the following:

[{
  "Success": null,
  "Message": null
}] 

Example - Restore a ticket

1. In the Configure connector task dialog, click Actions.
2. Select the RestoreTicket action, and then click Done.
3. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
     "id": "20"
   }

This example restores a ticket. If the action is successful, your connector task's connectorOutputPayload response parameter will have a value similar to the following:

[{
  "Success": "true"
}] 

Example - Recover a suspended ticket

1. In the Configure connector task dialog, click Actions.
2. Select the RecoverSuspendedTicket action, and then click Done.
3. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
     "id": "18726501985809"
   }

This example recovers the suspended ticket. If the action is successful, your connector task's connectorOutputPayload response parameter will have a value similar to the following:

[{
  "Id": "60921"
}]

Entity operation examples

Example - List operation on Tickets

1. In the Configure connector task dialog, click Entities.
2. Select Tickets from the Entity list.
3. Select the List operation, and then click Done.

You can perform List operation on the following entities:

Attachments, Ticket Comments, Ticket Forms, Ticket Fields, Requests, Ticket Audits, Ticket Metrics, Suspended Tickets, Sharing Agreements, Users, UserIdentities, UserRelatedInformation, UserFields, OrganizationFields, and JobStatus

Example - Get operation on Tickets

1. In the Configure connector task dialog, click Entities.
2. Select Tickets from the Entity list.
3. Select the Get operation, and then clickDone.
4. Here, the entityId is set to 34.0. To set the entityId, in the Task Input section of the Connectors task, click entityId and then enter 34.0 in the Default Value field.

You can perform Get operation on the following entities:

Ticket Forms, Ticket Fields, Requests, Ticket Audits, Suspended Tickets, User Fields, UserIdentities, and Users

Example - Create operation on Tickets

1. In the Configure connector task dialog, click Entities.
2. Select Tickets from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Subject": "Zendesk_Create_Ticket",
       "RawSubject": "Zendesk_Create",
       "Description": "this ticket is related to application integration Create operation",
       "Type": "incident",
       "Priority": "urgent",
       "Status": "open",
       "Recipient": null,
       "HasIncidents": false,
       "DueAt": null,
       "RequesterId": 3.84625885158E11,
       "SubmitterId": 3.84625883418E11,
       "AssigneeId": 3.84625883418E11,
       "OrganizationId": "16665992392721",
       "GroupId": 3.60008282358E11,
       "TicketFormId": 3.60001719218E11,
       "BrandId": 3.60003285058E11,
       "Tags": null,
       "ViaChannel": "web",
       "ViaSource": "{\r\n  \"from\": null,\r\n  \"to\": null,\r\n  \"rel\": null\r\n}",
       "CustomFields": null,
       "SatisfactionRating": null,
       "SharingAgreementIds": null,
       "AllowChannelback": false,
       "IsPublic": true,
       "Url": "https://altostrat.zendesk.com/api/v2/tickets/1.json"
     }
     

   If the integration is successful, your connector task's connectorOutputPayload field will have a value similar to the following:

    {
       "Id": 38.0
     }
     

Example - Create operation on TicketForms

1. In the Configure connector task dialog, click Entities.
2. Select TicketForms from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Name": "Altostrat_Zendesk1",
       "RawName": "Altostrat_Zendesk1",
       "DisplayName": "Altostrat_Issues1",
       "RawDisplayName": "Altostrat_Issues1",
       "Position": 2.0,
       "Active": true,
       "EndUserVisible": true,
       "Default": false,
       "InAllBrands": true,
       "RestrictedBrandIds": null,
       "FallbackToDefault": null,
       "AssociatedToBrand": null
     }
     

   If the integration is successful, the TicketForms task's connectorOutputPayload response parameter will have a value similar to the following:

   {
       "Id":1.8104712053393E13
     }
     

Example - Create operation on TicketFields

1. In the Configure connector task dialog, click Entities.
2. Select TicketFields from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Type": "text",
       "Title": "New field created",
       "RawTitle": null,
       "Description": "Please create the new field",
       "RawDescription": null,
       "Position": 2.0,
       "Active": true,
       "Required": false,
       "CollapsedForAgents": false,
       "RegexpForValidation": null,
       "VisibleInPortal": true,
       "EditableInPortal": true,
       "Tag": null,
       "CreatedAt": "2021-07-06 06:35:19.0",
       "UpdatedAt": "2021-07-06 06:35:19.0",
       "SystemFieldOptions": null,
       "CustomFieldOptions": null,
       "Removable": false
     }
     

   If the integration is successful, the TicketFields task's connectorOutputPayload response parameter will have a value similar to the following:

   {
       "Id": 1.7139061374865E13
     }
     

Example - Create operation on SharingAgreements

1. In the Configure connector task dialog, click Entities.
2. Select SharingAgreements from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Name": "altostrat.zendesk.com",
       "RemoteSubdomain": "altostrat"
     }
     

   If the integration is successful, the SharingAgreements task's connectorOutputPayload response parameter will have a value similar to the following:

   {
       "Id": 1.7142672288273E13
     }
     

Example - Create operation on Users

1. In the Configure connector task dialog, click Entities.
2. Select Users from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Email": "cloudysanfrancisco@gmail.com",
       "Name": "Altostrat Team"
     }
     

   If the integration is successful, the Users task's connectorOutputPayload response parameter will have a value similar to the following:

   {
       "Id": 1.7156912480273E13
     }
     

Example - Create operation on UserIdentities

1. In the Configure connector task dialog, click Entities.
2. Select UserIdentities from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "UserId": 3.84637722338E11,
       "Type": "email",
       "Value": "cloudysanfrancisco@gmail.com",
       "Verified": false,
       "Primary": true,
       "DeliverableState": "reserved_example",
       "Url": "https://d3valtostrat1625553311.zendesk.com/api/v2/users/384637722338/identities/368240277818.json"
     }
     

   If the integration is successful, the UserIdentities task's connectorOutputPayload response parameter will have a value similar to the following:

   {
       "Id": 1.6961185982353E13
     } 
     

Example - Create operation on UserFields

1. In the Configure connector task dialog, click Entities.
2. Select UserFields from the Entity list.
3. Select the Create operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Title": "Support description",
       "Type": "text",
       "Key": "support_description"
     }
     

   If the integration is successful, the UserFields task's connectorOutputPayload response parameter will have a value similar to the following:

   {
       "Id": 1.7157236761873E13
     }
     

Example - Update operation on Tickets

1. In the Configure connector task dialog, click Entities.
2. Select Tickets from the Entity list.
3. Select the Update operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Subject": "Google_Altostrat_Zendesk Update",
       "RawSubject": "Google_Altostrat_Zendesk Update",
       "Description": "this ticket is related to googlecloud application integration update check",
       "RequesterId": 1.6854335860497E13
     }
     

5. Here, the entityId is set to 35.0. To set the entityId, click entityId, and then enter 35 in the Default Value field.

   Instead of specifying the entityId, you can also set the filterClause to 35.

   If the integration is successful, your connector task's connectorOutputPayload field will have a value similar to the following:

   {
         Id": 35.0
     }
     

Example - Update operation on TicketForms

1. In the Configure connector task dialog, click Entities.
2. Select TicketForms from the Entity list.
3. Select the Update operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Name": "Ticketforms Updated",
       "DisplayName": "Altostrat_Issues1",
       "RawDisplayName": "Altostrat_Issues1"
     }
     

5. Here, the entityId is set to 1.7137314972689E13. To set the entityId, click entityId and then enter 1.7137314972689E13 in the Default Value field.

   Instead of specifying the entityId, you can also set the filterClause to 1.7137314972689E13.

   Running This example, returns a response similar to the following in the Connector task's connectorOutputPayload output variable:

   {
         Id": 1.7137314972689E13
     }
     

Example - Update operation on TicketFields

1. In the Configure connector task dialog, click Entities.
2. Select TicketFields from the Entity list.
3. Select the Update operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Description": "Updated description for testing"
     }
     

5. Here, the entityId is set to 3.60022990118E11. To set the entityId, click entityId and then enter 3.60022990118E11 in the Default Value field.

   Instead of specifying the entityId, you can also set the filterClause to 3.60022990118E11.

   Running This example, returns a response similar to the following in the Connector task's connectorOutputPayload output variable:

   {
         Id": 3.60022990118E11
     }
     

Example - Update operation on Users

1. In the Configure connector task dialog, click Entities.
2. Select Users from the Entity list.
3. Select the Update operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Name": "The Customer update",
       "Last Name": "Alex",
       "First Name": "Charlie"
     }
     

5. Here, the entityId is set to 3.84625885158E11. To set the entityId, click entityId and then enter 3.84625885158E11 in the Default Value field.

   Instead of specifying the entityId, you can also set the filterClause to 3.84625885158E11.

   Running This example, returns a response similar to the following in the Connector task's connectorOutputPayload output variable:

   {
         Id": 3.84625885158E11
     }
     

Example - Update operation on UserFields

1. In the Configure connector task dialog, click Entities.
2. Select UserFields from the Entity list.
3. Select the Update operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Title": "Support description updated",
       "Type": "text",
       "Key": "support_description"
     }
     

5. Here, the entityId is set to 1.7157236761873E13. To set the entityId, click entityId and then enter 1.7157236761873E13 in the Default Value field.

   Instead of specifying the entityId, you can also set the filterClause to 1.7157236761873E13.

   Running This example, returns a response similar to the following in the Connector task's connectorOutputPayload output variable:

   {
         Id": 1.7157236761873E13
     }
     

Example - Update operation on UserIdentities

1. In the Configure connector task dialog, click Entities.
2. Select UserIdentities from the Entity list.
3. Select the Update operation, and then click Done.
4. In the Task Input section of the Connectors task, click connectorInputPayload and then enter a value similar to the following in the Default Value field:

   {
       "Verified": true
     }
     

5. In this entity, the Update operation can be performed by using filter clause and composite primary keys hence entityId is not required.

Instead of specifying the entityId, you can also set the filterClause as UserId='384625885158' and Id='368234205078' .

Running this example, returns a response similar to the following in the connector task's connectorOutputPayload output variable:

{
    "Id": 3.68234205078E11
  }
  

Example - Delete operation on Tickets

1. In the Configure connector task dialog, click Entities.
2. Select Tickets from the Entity list.
3. Select the Delete operation, and then click Done.
4. Here, the entityId is set to 35.0. To set the entityId, in Task Input section of the Connectors task, click entityId and then enter 35 in the Default Value field.

You can perform Delete operation on the following entities:

Ticket Fields, Suspended Tickets, UserIdentities, User Fields, and Users

Use the Zendesk connection in an integration

After you create the connection, it becomes available in both Apigee Integration and Application Integration. You can use the connection in an integration through the Connectors task.

• To understand how to create and use the Connectors task in Apigee Integration, see Connectors task.
• To understand how to create and use the Connectors task in Application Integration, see Connectors task.