Zendesk (Legacy)

The following reference documentation is for the Legacy Zendesk book.

Introduction

The Zendesk Book offers a powerful and intuitive way to interact with Zendesk data and functionalities. This integration enables users to perform a wide range of operations on Zendesk tickets, including creating, updating, assigning, and deleting tickets, as well as managing comments and automating processes.

Prerequisites

1. Zendesk Account: You need to have an active Zendesk account. If you do not have one, you can sign up for a Zendesk trial account to get started.

2. API Access: Ensure that your Zendesk account has API access enabled. API access is required for Kognitos to communicate with Zendesk.

3. Zendesk Subdomain: Obtain your Zendesk subdomain, which is part of your Zendesk URL (e.g., https://<subdomain>.zendesk.com).

4. Zendesk Email: The email address associated with your Zendesk account.

5. Zendesk Token or Password: You will need either an API token or your Zendesk account password to authenticate API requests.

Connecting to the Zendesk Book in Kognitos

1. Navigate to Books → All Books.

2. Click on Zendesk (Legacy).

3. Click on Add Connection.

4. Add in the credentials when you are prompted:

   1. Zendesk Subdomain: The subdomain of your Zendesk instance. This is part of your Zendesk URL and typically follows the format https://<subdomain>.zendesk.com.

   2. Zendesk Email: The email address associated with your Zendesk account.

   3. Zendesk Token and Password: The account's API token and your Zendesk account password. API tokens can be generated in your Zendesk settings under "API".

Procedures

Creating Tickets

To create a new ticket in Zendesk, you must specify the details such as subject, comment, and priority. For example:

the ticket is
    the subject is "New Support Request"
    the comment is "Customer is experiencing issues with logging in."
    the priority is "High"
create the ticket in zendesk

This creates a new ticket with the specified subject, comment, and priority.

Updating Tickets

To update an existing Zendesk ticket, you must identify the ticket by its ID and specify the fields you want to update. For example:

the ticket's ID is "12345"
change the ticket's status to "Open" in zendesk

This updates the status of the specified ticket to "Open".

Assigning Tickets

To assign a ticket to a specific agent in Zendesk, you need to specify the ticket ID and the assignee. For example:

the ticket's ID is "12345"
assign the ticket to "[email protected]" in zendesk

This assigns the specified ticket to the given agent.

Deleting a Ticket

To delete a specific Zendesk ticket, you need to specify the ticket ID. For example:

the ticket's ID is "12345"
delete the ticket in zendesk

Getting a Ticket

To retrieve the details of a specific Zendesk ticket, you need to specify the ticket ID. For example:

the ticket's ID is "12345"
get the ticket in zendesk