Zendesk

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The Zendesk action nodes can be utilised to automated the management of any support tickets from a given workflow. Meanwhile, the triggers can be used to initiate an automation flow from a Zendesk activity where it will trigger a workflow containing a series of Zendesk or other WhenThen Connection nodes.

Triggers allow an action from within Zendesk to begin an automation:

• New Ticket: This trigger will create a new ticket.
• Updated Ticket: This will trigger an automation when an existing ticket in the Zendesk CRM is updated.
• Change Ticket Status: This will trigger the automation flow when the status of an existing ticket is changed (including open, pending, resolved.)
• Reply By Agent: This will trigger an automation based on an agent within the Zendesk system replying to a user.
• Reply By User: This will trigger a workflow when a user replies to your team on an outstanding ticket.
• Ticket Resolved: This will trigger an automation workflow when a ticket is marked as resolved.

Actions executed during an automation will perform a specific task within your Zendesk account:

• Create Ticket: This action will create a new ticket in your Zendesk account.
• Create User: This action will create a new user.
• Add Comment: This action will add a comment to a specific ticket.
• Change Status: This action will change the status of a ticket based on specific outcomes.
• Find User: This action searches for an existing user based on properties provided by the workflow.
• Find Ticket: This action searches for an existing ticket based on properties provided by the workflow.
• Add Tag: This action will add a tag to a ticket with a specific ticket id.