Zendesk is customer service and support ticket software. With Zendesk, you can offer excellent customer service for 24/7 24x7 support to help your customers answer their own questions. With Help Center, you can build a knowledge base, community, and customer portal that fits in seamlessly with your brand in a matter of minutes.
For more information, see the Zendesk websiteclick here.
Field (Account) Information
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While configuring the Source or Destination of a Connection or a Shared ConnectionTransaction, you find an Account an Account option to configure your application with Adeptia Connect. Using Account configuration, you specify the location from where the data is to be accessed. In this process, you enter the details of the application account, to grant permission for data access.
Specify the following information for Zendesk:
Field | Description |
|---|---|
Account Name | A short, descriptive name that helps you re-use this account in future. |
Domain Name | The Zendesk domain from which the details are to be retrieved. |
| Client ID | Client ID to login to Zendesk. Retrieve this ID from Zendesk Admin Interface (Admin > API > OAuth Clients) as shown: |
| Client Secret | Client Secret to login log in to Zendesk. Retrieve this secret from Zendesk Admin Interface (Admin > API > OAuth Clients) as shown: |
Triggers
A trigger (Source) specifies when a particular Connection or Shared Connection will Transaction will start executing. While configuring the Source of a Connection or a Shared ConnectionTransaction, you find a Trigger drop-down list. Select the required trigger type from this drop down list.
When Zendesk is the source application, the following triggers are available:
Trigger | Description |
|---|---|
New Group | Triggers when you add a group. Once Once you add an organization or a company, you can create various groups for the organization. For example, if you are managing technical support for Shark Industries (organization), you can create various groups - one each for HR, Finance, and Development. See For more information, click https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups |
| New Organization | Triggers when you add an organization. See For more information, click https://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations |
| New Topic | Triggers when you add or modify a topic. Topic is the subject of your ticket. See For more information, click https://support.zendesk.com/hc/en-us/articles/203664406-Managing-community-content-in-the-Help-Center#topic_dqx_znw_3k |
| New Ticket | Triggers when you add or modify a ticket. |
| New User | Triggers when you add or modify a user. See For more information, click https://support.zendesk.com/hc/en-us/articles/203661986-Adding-end-users-agents-and-administrators |
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An Action specifies how the data will be transferred at the destination location. While configuring the Destination (Target) of a Connection or a Shared ConnectionTransaction, you find an Action drop-down list. Select the required Action type from this drop down list.
When Zendesk is the destination application, the following actions are available:
Action | Description |
|---|---|
Create Category | Creates a ticket or a forum category in the web portal. Depending on your forums and content, you might want to organize your forums into categories. You can have multiple categories in your Web portal, with multiple forums in each category. See For more information, click https://support.zendesk.com/hc/en-us/articles/203663616-Setting-up-and-managing-your-Web-portal |
| Create Forum | Creates a forum in the web portal. Forums are collections of articles that might include news and announcements, knowledge base articles, community questions and comments, and frequently asked questions (FAQs). |
| Create Forum Subscription | Creates a forum subscription. When a person is subscribed to a forum, it means that they will be sent email copies of every subsequent post in that forum. |
| Create Group Membership | Adds a support agent to a group. |
| Create Group | Creates a group. Groups are used to manage organizations. See For more information, click https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups |
| Create Item | Creates an item. Dynamic content enables you to create a standard, multi-language responses that can be re-used in macros, triggers, automationsautomation, and selected settings fields. For each dynamic content item, you can create a language variant for each language available in your Zendesk. |
| Create Organizational Field | Adds a custom field for organizations. See For more information, click https://support.zendesk.com/hc/en-us/articles/203657596-Announcing-custom-user-and-organization-fields |
| Create Organization | Creates an organization. Organizations are collections of your users (both end-users and agents). Each user can be added to only one organization. The use of organizations is optional, but by arranging your end-users into organizations you can keep track of what those organizations are requesting. You can also enable users within an organization to see each others other's tickets. This expands the visibility of the organization's support issues and should reduce the number of duplicate tickets. |
| Create Organization Subscription | Creates a subscription for an organization. |
| Create Recipient Address | Creates a recipient address. This is the address to which support replies are delivered. There can be multiple recipient addresses for an organization. |
| Create Request | Creates a request. A request is an end - user's perspective on a ticket. End-users can only see public comments and certain fields of a ticket. Use this API to let end-users view, update, and create tickets to which they have access. |
| Create Ticket Field | Adds a custom field to tickets. See For more information, click https://support.zendesk.com/hc/en-us/articles/203661496-Adding-and-using-custom-ticket-fields |
| Create Ticket | Creates a support ticket. Tickets are the means through which your End-users (customers) communicate with Agents in Zendesk. Tickets can originate through a number of support channels: email, web portal, chat, phone call, Twitter, Facebook, and API. All tickets have a core set of properties. |
| Create Topic | Creates a forum topic. |
| Create Topic Subscription | Subscribes to a topic. When a person is subscribed to a topic, it means that they will be sent email copies of every subsequent post on that topic. A topic can span multiple forums. For example, a topic such as security , could be present in a forum for a business application, and in a forum for operating systems. |
| Create User Field | Adds a custom field to user profiles to store additional customer details. See For more information, click https://support.zendesk.com/hc/en-us/articles/203662066-Adding-custom-fields-to-users |
| Create User | Add a user to Zendesk. See For more information, click https://support.zendesk.com/hc/en-us/articles/203661986-Adding-end-users-agents-and-administrators |