Using the Zendesk Action Templates¶

You can use the Prebuilt Action Templates from your Zendesk integration to auto-create dialog tasks and test them using the Talk to Bot option.

Steps to create a dialog task using the Zendesk action templates:

Go to Automation AI > Virtual Assistant > Use Cases > Dialogs.
Click Create a Dialog Task.
On the Create Dialog Task pop-up, under the Integration, select the Zendesk option to view the action templates.
Select any of the dialog task templates and click Proceed. For example, select the Create a ticket template.
If you have not configured any integration for your virtual assistant, you will see the Explore Integrations option. Once you click this option, you will be redirected to the Actions page to configure an integration for your VA. For more information, see Actions Overview.

Zendesk Actions¶

The following Zendesk actions are supported in this release:

Supported Tasks	Description	Method
Create a Ticket	Creates a ticket in the Zendesk system.	POST
Update a ticket	Updates a ticket in the Zendesk system. (Currently, this action is not supported by the Zendesk Integration.)	PUT
Delete a ticket	Deletes a ticket from the Zendesk system. (Currently, this action is not supported by the Zendesk Integration.)	DELETE
View all tickets	Retrieves all tickets from the Zendesk system.	GET
View ticket(s) by ID(s)	View tickets with multiple IDs of the Zendesk system.	GET
Search ticket by keywords	Search a ticket using the keywords from the Zendesk system.	GET

Create a Ticket¶

Steps to create a ticket in the Zendesk integration:

Refer to the Installing the Zendesk templates section to install this template.

The Create a Ticket dialog task is added with the following components:

createTicket – A user intent to create a ticket.
subject, body, and priority – Entity nodes for entering the required ticket details.
createTicketService – A bot action service to create a ticket in an external integration. Click the Plus icon to expand to view the createTicketService bot action component properties.

In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

Sample Request

{
"ticket": {
"subject": "POST request from postman",
"comment": {
"body": "Ticket Created!!"
}
}
}

To add one or more responses, scroll down and click the +Add Response button:

Sample Response:

{
"ticket": {
"url": "https://abc2152.zendesk.com/api/v2/tickets/29.json",
"id": 29,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-08-29T11:39:53Z",
"updated_at": "2022-08-29T11:39:53Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": null,
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [],
"followup_ids": [],
"ticket_form_id": 6462152210717,
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true
},
"audit": {
"id": 6518083257117,
"ticket_id": 29,
"created_at": "2022-08-29T11:39:53Z",
"author_id": 6462105132317,
"metadata": {
"system": {
"client": "PostmanRuntime/7.29.2",
"ip_address": "115.114.88.222",
"location": "India",
"latitude": 21.9974,
"longitude": 79.0011
},
"custom": {}
},
"events": [
{
"id": 6518083257245,
"type": "Comment",
"author_id": 6462105132317,
"body": "Ticket Created!!",
"html_body": "
Ticket Created!!
",
"plain_body": "Ticket Created!!",
"public": true,
"attachments": [],
"audit_id": 6518083257117
},
{
"id": 6518083257373,
"type": "Create",
"value": "POST request from postman",
"field_name": "subject"
},
{
"id": 6518083257501,
"type": "Create",
"value": "6462105132317",
"field_name": "requester_id"
},
{
"id": 6518083257629,
"type": "Create",
"value": null,
"field_name": "priority"
},
{
"id": 6518083257757,
"type": "Create",
"value": null,
"field_name": "type"
},
{
"id": 6518083257885,
"type": "Create",
"value": "open",
"field_name": "status"
},
{
"id": 6518083258013,
"type": "Create",
"value": "6462105132317",
"field_name": "assignee_id"
},
{
"id": 6518083258141,
"type": "Create",
"value": "6462137623581",
"field_name": "group_id"
},
{
"id": 6518083258269,
"type": "Create",
"value": "6462137623837",
"field_name": "organization_id"
},
{
"id": 6518083258397,
"type": "Create",
"value": "6462126132253",
"field_name": "brand_id"
},
{
"id": 6518083258525,
"type": "Create",
"value": "6462152210717",
"field_name": "ticket_form_id"
},
{
"id": 6518083258653,
"type": "Notification",
"via": {
"channel": "rule",
"source": {
"from": {
"deleted": false,
"title": "Notify all agents of received request",
"id": 6462152240797
},
"rel": "trigger"
}
},
"subject": "[{{ticket.account}}] {{ticket.title}}",
"body": "A ticket (#{{ticket.id}}) by {{ticket.requester.name}} has been received. It is unassigned.\n\n{{ticket.latest_comment_html}}",
"recipients": [
6462105132317
] },
{
"id": 6518083258781,
"type": "Notification",
"via": {
"channel": "rule",
"source": {
"from": {
"deleted": false,
"title": "Notify requester of new proactive ticket",
"id": 6462152234397
},
"rel": "trigger"
}
},
"subject": "{{ticket.title}}",
"body": "This ticket was created on your behalf.\n\nTo add additional comments, reply to this email.\n\n{{ticket.latest_public_comment_html}}",
"recipients": [
6462105132317
] }
],
"via": {
"channel": "api",
"source": {
"from": {},
"to": {
"name": "Tanmay Agrawal",
"address": "tanmay.agrawal@kore.com"
},
"rel": null
}
}
}
}

createTicketScript – A bot action script to create a ticket in an external integration.
createTicketMessage – A message node with the script to display responses for creating a ticket.

Click the Train tab to complete the Dialog task training.
Click the Talk to Bot icon to test and debug the dialog task.
Follow the prompts in the VA console to create a ticket as shown below:
Expand and click View Ticket to view the details in the Zendesk instance.

Update a Ticket¶

This action template is not yet supported by the Zendesk Integration.

View All Tickets¶

Steps to view all tickets in the Zendesk integration:

Refer to the Installing the Zendesk templates section to install this template.

The View All Tickets dialog task is added with the following components:

listAllTickets – A user intent to view all tickets.
listAllTicketsService – A bot action service to fetch all tickets from an external integration. Click the Plus icon to expand to view the listAllTicketsService bot action component properties.

In the Component Properties window, to add one or more responses, scroll down and click +Add Response.

Sample Response:

{
"tickets": [
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/7.json",
"id": 7,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-08-25T07:31:22Z",
"updated_at": "2022-08-29T08:02:02Z",
"type": "task",
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": "high",
"status": "closed",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true
},
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/9.json",
"id": 9,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-08-25T07:40:33Z",
"updated_at": "2022-08-25T07:40:33Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": null,
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true
},
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/68.json",
"id": 68,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-08T06:48:14Z",
"updated_at": "2022-09-08T06:48:14Z",
"type": null,
"subject": "hckhfc",
"raw_subject": "hckhfc",
"description": "YDKI",
"priority": null,
"status": "new",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": null,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true
}
],
"next_page": null,
"previous_page": null,
"count": 49
}
] }

listAllTicketsMessage – A message node with to display responses for viewing all tickets.

Click the Train tab to complete the Dialog task training.
Click the Talk to Bot icon to test and debug the dialog task.
Follow the prompts in the VA console to view all tickets as shown below:

View Ticket(s) by ID(s)¶

Steps to find a ticket using the ID in the Zendesk integration:

Refer to the Installing the Zendesk templates section to install this template.

The View Ticket(s) by ID(s) dialog task is added with the following components:

viewTicketbyId – A user intent to find a ticket by ID.
multipleticketIds – Entity nodes for entering the multiple ticket IDs.
viewTicketbyIdsService – A bot action service to find a ticket in an external integration. Click the Plus icon to expand to view the viewTicketbyIdsService bot action component properties.

In the Component Properties window, to add one or more responses, scroll down and click +Add Response:

Sample Response

{
"tickets": [
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/33.json",
"id": 33,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-01T11:13:55Z",
"updated_at": "2022-09-06T10:41:50Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": "urgent",
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true
},
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/34.json",
"id": 34,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-01T11:22:23Z",
"updated_at": "2022-09-06T10:41:50Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": "urgent",
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true
}
],
"next_page": null,
"previous_page": null,
"count": 2
}

viewTicketsbyIdsScript – A bot action script to view tickets with IDs in an external integration.
updateTicketMessage – A message node with the script to view tickets by Ids.

Click the Train tab to complete the Dialog task training.
Click the Talk to Bot icon to test and debug the dialog task.
Follow the prompts in the VA console to find a ticket with IDs as shown below:

Search Ticket with Keywords¶

Steps to search ticket with keywords from the Zendesk integration:

Refer to the Installing the Zendesk templates section to install this template.

The Search Ticket with Keywords dialog task is added with the following components:

searchTickets – A user intent to search tickets.
searchKeywords – Entity nodes for entering the keywords to search tickets.
searchTicketService – A bot action service to find a ticket by keyword in an external integration. Click the Plus icon to expand to view the searchTicketService bot action component properties.

In the Component Properties window, to add one or more responses, scroll down and click +Add Response as shown below:

Sample Response

{
"results": [
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/31.json",
"id": 31,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-01T10:41:31Z",
"updated_at": "2022-09-01T10:41:31Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": null,
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true,
"result_type": "ticket"
},
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/35.json",
"id": 35,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-01T12:35:36Z",
"updated_at": "2022-09-01T12:35:36Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": null,
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true,
"result_type": "ticket"
},
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/34.json",
"id": 34,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-01T11:22:23Z",
"updated_at": "2022-09-06T10:41:50Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": "urgent",
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
"custom_fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [
{
"id": 6569480672029,
"value": null
},
{
"id": 6623552373405,
"value": null
},
{
"id": 6623181187997,
"value": null
}
],
"followup_ids": [],
"brand_id": 6462126132253,
"allow_channelback": false,
"allow_attachments": true,
"result_type": "ticket"
},
{
"url": "https://abc2152.zendesk.com/api/v2/tickets/33.json",
"id": 33,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2022-09-01T11:13:55Z",
"updated_at": "2022-09-06T10:41:50Z",
"type": null,
"subject": "POST request from postman",
"raw_subject": "POST request from postman",
"description": "Ticket Created!!",
"priority": "urgent",
"status": "open",
"recipient": null,
"requester_id": 6462105132317,
"submitter_id": 6462105132317,
"assignee_id": 6462105132317,
"organization_id": 6462137623837,
"group_id": 6462137623581,
"collaborator_ids": [],
"follower_ids": [],
"email_cc_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"is_public": true,
"due_at": null,
"tags": [],
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searchTicketScript – A bot action service to search a ticket by field in an external integration.
searchTicketMessage – A message node with the script to display responses for searching tickets with keywords.

Click the Train tab to complete the Dialog task training.
Click the Talk to Bot icon to test and debug the dialog task.
Follow the prompts in the VA console to find a ticket with the keyword as shown below:

Delete a Ticket¶

This action template is not yet supported by the Zendesk Integration.