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Use the Updated Zendesk Ticket trigger to start a Workflow whenever an existing ticket is updated in your Zendesk account. This is ideal for monitoring ticket changes, responding to new comments, or escalating tickets based on updates.

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Set up the trigger

1

Add the trigger

Create a new Workflow with the Updated Zendesk Ticket trigger, or change an existing Workflow’s trigger type to Updated Zendesk Ticket.
Selecting the Updated 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 ticket updates.
Adding a Zendesk connection in the trigger configuration
3

Select an organization (optional)

Choose a specific Zendesk organization to monitor for updated tickets. Leave this field blank to monitor tickets from all organizations.
Selecting a Zendesk organization to filter updated 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 updated ticket
  • Ticket Subject — the subject line of the updated ticket
  • Ticket Description — the 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, including names, timestamps, and content of all comments
Available Updated Zendesk Ticket trigger variables
5

Activate the trigger

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

New ticket trigger

Trigger a Workflow when a new ticket is created.

Add comment to ticket

Add a comment to a Zendesk ticket from a Workflow.