Update Ticket
Use the Update Ticket action to update details of the specified ticket.
Complete the following steps to use the Update Ticket action in your workflow:
1. Drag the Update Ticket action under Zendesk to the canvas, place the pointer on the action, and then click or double-click the action. The Update Ticket window opens.
2. Edit the Label, if needed. By default, the label name is the same as the action name.
3. To add a Zendesk connector type, refer to Supported Zendesk Connector Types.
If you previously added a connector type, select the appropriate Connector Type, and under Connector Name, select the connector.
4. Click TEST to validate the connector.
5. Click MAP CONNECTOR to execute the action using a connector that is different from the one that you are using to populate the input fields. In the Runtime Connector field, provide a valid Zendesk connector name. For more information about MAP CONNECTOR, see Using Map Connector.
6. In the Ticket ID list, select or specify the ID of the ticket that you want to update.
7. Click Show additional fields, and provide the following information:
a. In the Requester ID field, select or specify the name or ID of the user who has requested this ticket.
b. In the Submitter ID list, select or specify the name or ID of the user who has submitted the ticket.
c. In the Assignee ID list, select or specify the name or ID of the user that you want to assign the ticket.
d. In the Comment field, provide a comment for the ticket that you want to update.
e. Provide the Subject for the ticket.
f. Under Collaborators, click Add, and in the Collaborator list, select or specify the collaborator that you want to be cc’ed on, for this ticket.
Click Add to add multiple collaborators. Click to delete any collaborator that you added.
g. In the Type list, select the type of ticket that you want to update.
h. In the Priority list, select the priority of the ticket.
i. In the Status list, select the status of the ticket.
j. Under Tags, click Add, and in the Tag field, provide a tag associated with the ticket.
Click Add to add multiple tags. Click to delete any tag that you added.
k. In the External ID field, provide an ID that you can use to link Zendesk support tickets to local records.
l. In the Group ID list, select or specify the ID of the group that this ticket is assigned to.
m. If you have set ticket Type as Incident, in the Problem ID field, provide ID of the problem that this ticket is associated.
n. If you have set ticket Type as Task, in the Due Date field, click to set a due date of the ticket.
o. In the Ticket Form ID list, select or specify the ID of the ticket form that is associated with this ticket. This field is applicable for the enterprise account only.
p. In the Recipient field, provide the recipient email address of the ticket.
q. Under the Ticket Custom Fields group, click Add, and do the following:
a. In the Field ID field, provide the ID of the custom field that you want to add.
For information about custom fields, see Setting Custom Field Values.
b. In the Field Value field, provide the value for the specified field ID.
Click Add to add multiple custom fields. Click to delete any custom field that you added.
8. Click Done.
Output schema
Was this helpful?