Zendesk

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Introduction

Zendesk is a cloud-based customer service platform designed to help businesses manage customer interactions across various products and services. Its core feature is a ticketing system that organizes customer inquiries from multiple channels.

Within the Robility® platform, Zendesk enables the creation of automated workflows to streamline repetitive tasks, prioritize and manage tickets and records. It simplifies ticket management and customer interaction using standardized and highly secure authentication methods.

Pre-requisites

Before using Zendesk with the Robility platform, users must first enable outbound connections with the Zendesk platform to create and retrieve the API required for authentication. Depending on the authentication type you select, you will need the following credentials:

OAuth Authorization: Requires sending the Client ID, client secret, username, password, scope, and token URL with every API request.

Scope: The scope should be set to “Read and write.” These permissions must be enabled when creating and configuring Zendesk for automation through the API. This ensures that users can read and update tickets.

For more detailed information, click here to check out the provider’s documentation.

Connecting with Zendesk

Acquire Credentials: Ensure that you have obtained the necessary credentials required for connecting with Zendesk. This may include the Client ID, client secret, username, password, scope, and token URL.

Integration: Integrate Zendesk within the Robility platform. The automation workflow development can only proceed once Zendesk is successfully integrated.

1. Navigate to your tenant and choose the desired project.
2. Click on the “App Integrations”.
3. Search and navigate to “Zendesk” from the list of pre-built connections available.
4. Click on it and enter the required credentials, then click on “Connect”.
5. Once your credentials have been provided, the list will be added in the “Connections”.

Now, you will be able to automate the activities.

Adding connection through Activity

1. Drag and drop the activity into the workflow.
2. Click on the “Add New Connection” hyperlink in the activity.
3. Once you click on the hyperlink, you will be navigated to the Manager.
4. Login and navigate to the project.
5. Choose “Zendesk” in the App Integrations menu.
6. Provide the required credentials and click on “Connect”.
7. Now, refresh and you will be able to automate with the Zendesk activities.

How to view the output?

Each Zendesk activity generates a specific datatype, often containing data like ticket details, comments, or user information. To ensure we can access this data, we need to properly view and retrieve its parameter. To view the output from Zendesk activities, follow these steps:

1. In your workflow, drag and drop the Write Log activity from the Activities panel.
2. In the Write Log activity’s “Input” property, enter the variable name that holds the activity’s output. For example, if the output is stored in a variable named “TicketDetails”, you would enter TicketDetails.
3. Press “CTRL + Spacebar ” to open the IntelliSense menu, which displays a list of available parameters and properties for the specified variable.
4. Choose the desired parameter from the list to include it in your output. For instance, to view the ticket ID, you might select ticketDetails.TicketID.
5. Execute your workflow. The specified parameters will be printed to the Output panel, allowing you to verify the details of the created ticket.

Zendesk

Introduction

Pre-requisites

Connecting with Zendesk

Adding connection through Activity

How to view the output?

Zendesk

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