Procedures
Automation procedures in the Zendesk BDK Book.
Make sure to add the Zendesk BDK Book to your agent before using these automation procedures.
to add a comment to a (ticket)
Adds a comment to an existing ticket in Zendesk with an optional single file attachment.
Note: If the attachment is specified, it must include the attachment_name with extension.
Input Concepts
Output Concepts
Examples
Add a simple comment
the ticket # Assume we already have a ticket concept in the KLang
create a json
use the above as the comment
the comment's body is "This is a test comment"
add the comment to the ticket
Add a comment with an attachment
the ticket # Assume we already have a ticket concept in the KLang
the attachment # Assume we already have an attachment in the KLang
create a json
use the above as the comment
the comment's body is "This is a test comment"
add the comment to the ticket
the attachment is the attachment
the attachment name is "test.pdf"
to create a (ticket) in zendesk
Creates a new ticket in Zendesk with the specified properties.
Input Concepts
The ticket to be created in Zendesk, represented as a ZendeskTicket concept.
zendesk ticket
Yes
(no default)
Output Concepts
Examples
Create a Ticket
create a json
use the above as the ticket
the ticket's subject is "Test"
the ticket's description is "This is a test ticket"
create the ticket in zendesk
to delete a ticket in zendesk
Deletes a specified ticket in Zendesk.
Input Concepts
Examples
Delete a ticket
get some tickets in zendesk
use the first ticket as the ticket
delete the ticket in zendesk
to get a (ticket) in zendesk
Retrieves a specific ticket from Zendesk by its ID using direct API access.
This method uses the direct ticket API (not search) so it works immediately after ticket creation without waiting for search index updates.
Input Concepts
ticket id
The ID of the ticket to retrieve.
number
Yes
(no default)
Output Concepts
Examples
Get a ticket
get a ticket in zendesk
the ticket id is 12345
to get some (ticket's comments) in zendesk
Retrieves all comments for a specific ticket in Zendesk.
Input Concepts
Output Concepts
A list of ZendeskComment objects representing the retrieved comments.
zendesk comment
Examples
Get comments for a ticket
the ticket # Assume we already have a ticket concept in the KLang
get the ticket's comments in zendesk
to get some (users) in zendesk
Retrieves users from Zendesk using search functionality with optional filter expressions.
Input Concepts
offset
Number of results to skip for pagination. Default is 0.
number
No
(no default)
limit
Maximum number of users to return. Default is 10.
number
No
(no default)
Output Concepts
Examples
Get all users
get some users in zendesk
Get users with filter expression
get some users in zendesk whose role is "agent"
Get users with pagination
get some users in zendesk
the offset is 0
the limit is 10
to search some (tickets) in zendesk
Retrieves tickets from Zendesk using search functionality with optional filter expressions.
NOTE: This method uses the search API, which might not return immediately updated data after ticket creation. It may take up to some minutes to index newly created tickets. If you need immediate access to the ticket data, use the get_ticket_by_id method instead.
Input Concepts
offset
Number of results to skip for pagination.
number
No
(no default)
limit
Maximum number of tickets to return.
number
No
(no default)
Output Concepts
Examples
Get some tickets
search some tickets in zendesk
Get tickets with filter expression
search some tickets in zendesk whose status is "open"
Get tickets with pagination
search some tickets in zendesk
the offset is 0
the limit is 10
to update a (ticket) in zendesk
Updates a specific ticket in Zendesk with the provided information.
Input Concepts
The ticket to be updated in Zendesk, represented as a ZendeskTicket object.
zendesk ticket
Yes
(no default)
Output Concepts
Examples
Update a ticket's status and priority
the ticket # Assume we already have a ticket concept in the KLang
the ticket's status is "open"
the ticket's priority is "high"
update the ticket in zendesk
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