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cgreenmzr
Helper I
Helper I

Looking for some Zendesk Connector help!

‎03-09-2022 07:26 AM

We are testing several flows that take a SharePoint list item and create a ticket in Zendesk. I have a few questions, and then I'll state the problem/limitations we're having.

 

#1 - The Zendesk Connector says "Zendesk (Preview)". What does this mean?

#2 - The Zendesk Connector also says "Premium". What does this mean? Do we need to purchase a license for it? 

 

Problems:

#1 - We are using the "Create Item" operation and while we can get our tickets to their destination in Zendesk and include all form data within the "description" (body), we seem limited to not be able to specify who the Requester is on the ticket. Our requesters are our O365 users who are submitting the forms. All requesters are going into Zendesk as the account we're using for the connector, which is a service account. This is bad because then the Zendesk agents don't know who is submitting the tickets.

 

#2 - While the 'Create Item' operation has a 'ticket_form_id' field, we can specify the desired Zendesk form to use, but there's no way to actually map our data to the form fields within Zendesk, so when the ticket comes in, those form fields are all blank. 

 

Has anyone ran into this, have a similar issue, found a work around? What about using direct API calls to Zendesk in our flows? 

 

Thanks in advance!

 

 

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ChristianAbata
Most Valuable Professional
Most Valuable Professional

‎03-09-2022 09:09 AM

hi @cgreenmzr   

 

#1 - The Zendesk Connector says "Zendesk (Preview)". What does this mean? Preview means that was added recently and it's taking some time for being a released action.

#2 - The Zendesk Connector also says "Premium". What does this mean? Do we need to purchase a license for it? Premium means you need an extra license mmm could be 15$ per month per user.



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samuelgt
Regular Visitor

‎02-02-2023 06:16 PM

Did you ever figure this out?

 

I was able to get the Requestor to work by adding a step to GET the Zendesk user_id filtering by email address, and then submitting the ticket with the user_id as dynamic content. So the most simple flow would be:

  1. Trigger at form submission
  2. Get form responses
  3. Get Zendesk user_id filtering by email eq 'respondent's email'
  4. Submit ticket with the user_id from step 2 as requester_id

Happy to fill out more details if anyone is still interested. If you have some folks who will submit tickets who are not currently users on the Zendesk side, you will need to add a condition to do something else with those scenarios.

 

I haven’t been able to figure out custom fields… Would love to figure that out if possible

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