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Updated Zendesk Ticket Trigger
Updated Zendesk Ticket Trigger
Jake Rosenthal avatar
Written by Jake Rosenthal
Updated over a week ago

How to set up and use trigger

Run the workflow when a Zendesk ticket is updated. Follow these steps:

*For more information on the integration needed, visit the related article in the Integrations collection.

  1. Add an Updated Zendesk Ticket Trigger: Create a workflow with an Updated Zendesk Ticket Trigger, use an existing workflow with an Updated Zendesk Ticket Trigger, or change an existing workflow's trigger type to an Updated Zendesk Ticket Trigger.

  2. Add Zendesk connection: If you haven't already, connect your Zendesk account to Cassidy. This will allow Cassidy to access your Zendesk tickets and trigger workflows based on ticket updates.

  3. Select organization (optional): Choose the specific Zendesk organization you want to monitor for updated tickets. If you leave this field blank, the trigger will monitor tickets from any organization.

  4. Reference the Zendesk variables: In the rest of your workflow, you can use the following variables from the Updated Zendesk Ticket Trigger:

    • Ticket ID: The unique identifier of the updated ticket.

    • Ticket Subject: The subject line of the updated ticket.

    • Ticket Description: The description or body of the updated ticket.

    • Ticket Requester: The email address of the person who submitted the ticket.

    • Latest Comment: The content of the most recent comment.

    • Latest Comment Author: The name of the person who posted the last comment.

    • Comment History: The full comment history of the ticket. Includes names, timestamps, and the content of all comments on the ticket including the latest comment.

  5. Activate the trigger: In the Updated Zendesk Ticket Trigger block, click the toggle switch to turn it on.

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