Zendesk

Overview of the Zendesk integration.

The following documentation is for Zendesk v3.4.0.

Overview

Zendesk is a customer service platform providing ticketing, knowledge base, and customer support management. This integration enables automated ticket creation, customer communication, support workflow management, and help desk automation. Improve customer service efficiency and support team productivity.

Setup

The following integrations need to be connected to your Kognitos workspace:

• Zendesk

Steps

Follow these steps to connect the integration in Kognitos:

1

Navigate

Using the left navigation menu, go to Integrations → Explore Integrations.

2

Find

Search for the integration and click on it.

3

Connect

Click on Connect to add a connection to the integration.

4

Configure

Add a name for the connection. You'll be prompted for authentication details if needed. Then, click on Connect.

Authentication

Use one of the following authentication methods to connect this integration in Kognitos. Each method has its own configuration requirements.

Connect using subdomain, email and token

Connects to Zendesk using email and API token authentication.

Label	Description	Type
subdomain	The subdomain of your Zendesk account.	text
email	The email associated with your Zendesk account.	text
token	The API token from Zendesk for authentication.	text

Actions

The following actions are available in the Zendesk integration:

1. Add a comment to a ticket

Adds a comment to an existing ticket in Zendesk with an optional single file attachment.

2. Create a ticket in zendesk

Creates a new ticket in Zendesk with the specified properties.

3. Delete a ticket in zendesk

Deletes a specified ticket in Zendesk.

4. Download an attachment

Downloads an attachment from Zendesk.

5. Get a ticket in zendesk

Retrieves a specific ticket from Zendesk by its ID using direct API access.

6. Get a user in zendesk

Retrieves a specific user from Zendesk by their ID.

7. Get some ticket's audits in zendesk

Retrieves all audits for a specific ticket in Zendesk.

8. Get some ticket's comments in zendesk

Retrieves all comments for a specific ticket in Zendesk.

9. Get some users in zendesk

Retrieves users from Zendesk using search functionality with optional filter expressions.

10. Get ticket fields in zendesk

Retrieves all available ticket field definitions from Zendesk.

11. Search some tickets in zendesk

Retrieves tickets from Zendesk using search functionality with optional filter expressions.

12. Update a ticket in zendesk

Updates a specific ticket in Zendesk with the provided information.

Concepts

Zendesk ticket

A ticket in Zendesk.

Field Name	Description	Type
id	The ID of the ticket.	optional[number]
assignee	The assignee of the ticket.	optional[zendesk user]
created_at	The creation date of the ticket.	optional[datetime]
custom_fields	List of custom fields as dictionaries with 'id' and 'value' keys.	optional[list of json]
description	The description of the ticket.	optional[text]
due_at	The due date of the ticket.	optional[datetime]
priority	The priority of the ticket.	optional[text]
requester_id	The ID of the requester.	optional[number]
submitter	The submitter of the ticket.	optional[zendesk user]
status	The status of the ticket.	optional[text]
subject	The subject of the ticket.	optional[text]
tags	The tags of the ticket.	optional[list of text]
type	The type of the ticket.	optional[text]
url	The URL of the ticket.	optional[text]

Zendesk user

A user in Zendesk.

Field Name	Description	Type
id	The ID of the user.	optional[number]
email	The email of the user.	optional[text]
name	The name of the user.	optional[text]

Zendesk comment

A comment in Zendesk.

Field Name	Description	Type
id	The ID of the comment.	optional[number]
body	The content/text of the comment.	optional[text]
author	The user who created the comment.	optional[zendesk user]
created_at	When the comment was created.	optional[datetime]
public	Whether the comment is public (true) or an internal note (false).	optional[boolean]
type	The type of comment (Comment, VoiceComment, etc.).	optional[text]
attachments	List of ZendeskAttachment objects.	optional[list of zendesk attachment]

Zendesk attachment

An attachment in Zendesk.

Field Name	Description	Type
id	The ID of the attachment.	optional[number]
file_name	The name of the file.	optional[text]
content_url	The URL to download the attachment content.	optional[text]
content_type	The MIME type of the attachment.	optional[text]
size	The size of the attachment in bytes.	optional[number]

Zendesk audit

An audit record for a ticket in Zendesk.

Field Name	Description	Type
id	The ID of the audit.	optional[number]
ticket_id	The ID of the ticket this audit belongs to.	optional[number]
created_at	When the audit was created.	optional[datetime]
author_id	The ID of the user who performed the action.	optional[number]
metadata	Additional metadata about the audit.	optional[json]
events	List of events in this audit (changes, comments, etc.).	optional[list of list of any?]

Zendesk ticket field

A custom field definition for Zendesk tickets.

Field Name	Description	Type
id	The ID of the ticket field.	number
title	The human-readable title of the field.	optional[text]
type	The type of the field (text, textarea, checkbox, dropdown, etc.).	optional[text]
description	The description of the field.	optional[text]
value	The actual value for this field on a specific ticket.	optional[any?]