Documentation
    {{docApp.userSession.userId}}
    {{docApp.userSession.userName}}
    {{docApp.userSession.email}}
    Issuer : {{docApp.userSession.issuerInstance}}
    Expires : {{new Date(docApp.userSession.validUntil).toLocaleDateString()}}

{{docApp.title}}

{{docApp.description}}

How can we help?

{{docApp.searchError}}
{{product.name}}

Searching in {{docApp.searchFilterBySpecificBookTitle}}

{{docApp.searchResultFilteredItems.length}} results for: {{docApp.currentResultsSearchText}} in {{docApp.searchFilterBySpecificBookTitle}}
Search results have been limited. There are a total of {{docApp.searchResponse.totalResultsAvailable}} matches.

You have an odd number of " characters in your search terms - each one needs closing with a matching " character!

{{docApp.libraryHomeViewProduct.title || docApp.libraryHomeViewProduct.id}}

{{docApp.libraryHomeViewProduct.description}}

  1. {{book.title}}

{{group.title || group.id}}

{{group.description}}

  1. {{book.title}}

{{group.title}}

{{book.title}}
More...

Tickets / Ticket Update

  • Article
  • 2 minutes to read

Operation Information

Updates field values against a Zendesk ticket.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type Zendesk Authentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose Zendesk Authentication in the Type pick list;
  • Give the Zendesk Authentication KeySafe key a Title (this is the name / identifier for the Zendesk Authentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Email string Zendesk Email
Token string Zendesk API Token
Subdomain string Your Zendesk subdomain i.e yoursubdomain.zendesk.com

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked Zendesk Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
ID id string Ticket ID Yes None provided
Description desc string Ticket Description No None provided
Requester Email requesterEmail string If the requesting agent does not exist in Zendesk please include their email in this field. No None provided
Requester Name requesterName string If the requesting agent does not exist in Zendesk please include their first name in this field. No None provided
Assignee ID assigneeID string The Zendesk ID of the assigning agent No None provided
Submitter ID submitterID string The Zendesk ID of the submitting agent No None provided
Requesting Agent ID requesterID string The Zendesk ID of the requesting agent No None provided
Priority priority string Priority No urgent, high, normal, low
Status status string Status (set to new if not specified) No new, open, pending, hold, solved, closed
Subject subject string Ticket Subject No None provided
Type type string Ticket Type No incident, problem, question, task

Output Parameters

Display Name ID Type Description
Id eventId number Event Id
  • Version {{docApp.book.version}}
  • Node {{docApp.node}} / {{docApp.build}}
In This Document