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Use the New Zendesk Ticket trigger to start a Workflow whenever a new ticket is created in your Zendesk account. This is useful for automating responses, routing tickets, or enriching ticket data the moment it arrives.

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Set up the trigger

1

Add the trigger

Create a new Workflow with the New Zendesk Ticket trigger, or change an existing Workflow’s trigger type to New Zendesk Ticket.
Selecting the New Zendesk Ticket trigger in the Workflow builder
2

Connect your Zendesk account

If you haven’t already, connect your Zendesk account to Cassidy. This allows Cassidy to monitor your Zendesk tickets and trigger Workflows based on new ticket creation.
Adding a Zendesk connection in the trigger configuration
3

Select an organization (optional)

Choose a specific Zendesk organization to monitor for new tickets. Leave this field blank to monitor tickets from all organizations.
Selecting a Zendesk organization to filter tickets
4

Reference the trigger variables

In subsequent Workflow steps, you can reference the following variables from this trigger:
  • Ticket ID — the unique identifier of the newly created ticket
  • Ticket Subject — the subject line of the new ticket
  • Ticket Description — the body of the new ticket
  • Ticket Requester — the email address of the person who submitted the ticket
Available Zendesk trigger variables shown in the Workflow builder
5

Activate the trigger

In the trigger block, click the toggle switch to turn it on.
Activating the New Zendesk Ticket trigger toggle

Updated ticket trigger

Trigger a Workflow when an existing ticket is updated.

Add comment to ticket

Add a comment to a Zendesk ticket from a Workflow.