Using the Zendesk Action Templates

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Use prebuilt Zendesk action templates to auto-create dialog tasks for managing tickets.

To access templates:

1. Go to Automation AI > Use Cases > Dialogs and click Create a Dialog Task.

2. Under Integration, select Zendesk.

   

3. If no integration is configured, click Explore Integrations to set one up. See Actions Overview.

   

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Supported Actions

Task	Description	Method
Create a Ticket	Creates a ticket in the Zendesk system.	POST
Update a Ticket	Updates a ticket in the Zendesk system. (Not yet supported.)	PUT
Delete a Ticket	Deletes a ticket from the Zendesk system. (Not yet supported.)	DELETE
View All Tickets	Retrieves all tickets from the Zendesk system.	GET
View Ticket(s) by ID(s)	Retrieves tickets using multiple IDs.	GET
Search Ticket by Keywords	Searches tickets using keywords.	GET

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Create a Ticket

1. Install the template from Zendesk Action Templates.

2. The Create a Ticket dialog task is added with the following components:

   

   • createTicket – User intent to create a ticket.

   • subject, body, priority – Entity nodes for ticket details.

   • createTicketService – Bot action service to create a ticket. Click Edit Request:

     

     Sample Request:

     {
       "ticket": {
         "subject": "POST request from postman",
         "comment": {
           "body": "Ticket Created!!"
         }
       }
     }
     

     Click +Add Response:

     Sample Response: (truncated)

     {
       "ticket": {
         "url": "https://abc2152.zendesk.com/api/v2/tickets/29.json",
         "id": 29,
         "subject": "POST request from postman",
         "description": "Ticket Created!!",
         "priority": null,
         "status": "open",
         "created_at": "2022-08-29T11:39:53Z"
       }
     }
     

   • createTicketScript – Bot action script to create a ticket.

   • createTicketMessage – Message node to display responses.

3. Click Train, then Talk to Bot to test:

   

4. Click View Ticket to see ticket details in Zendesk:

   

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Update a Ticket

This action template is not yet supported by the Zendesk Integration.

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View All Tickets

1. Install the template from Zendesk Action Templates.

2. The View All Tickets dialog task is added with the following components:

   

   • listAllTickets – User intent to view all tickets.

   • listAllTicketsService – Bot action service to fetch all tickets. Click +Add Response:

     

     Sample Response: (truncated)

     {
       "tickets": [
         {
           "url": "https://abc2152.zendesk.com/api/v2/tickets/7.json",
           "id": 7,
           "subject": "POST request from postman",
           "priority": "high",
           "status": "closed",
           "created_at": "2022-08-25T07:31:22Z"
         }
       ],
       "count": 49
     }
     

   • listAllTicketsMessage – Message node to display responses.

3. Click Train, then Talk to Bot to test:

   

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View Ticket(s) by ID(s)

1. Install the template from Zendesk Action Templates.

2. The View Ticket(s) by ID(s) dialog task is added with the following components:

   

   • viewTicketbyId – User intent to find a ticket by ID.

   • multipleticketIds – Entity node for entering multiple ticket IDs.

   • viewTicketbyIdsService – Bot action service to find tickets by ID. Click +Add Response:

     

     Sample Response: (truncated)

     {
       "tickets": [
         {
           "id": 33,
           "subject": "POST request from postman",
           "priority": "urgent",
           "status": "open"
         },
         {
           "id": 34,
           "subject": "POST request from postman",
           "priority": "urgent",
           "status": "open"
         }
       ],
       "count": 2
     }
     

   • viewTicketsbyIdsScript – Bot action script to view tickets with IDs.

   • updateTicketMessage – Message node to display responses.

3. Click Train, then Talk to Bot to test:

   

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Search Ticket with Keywords

1. Install the template from Zendesk Action Templates.

2. The Search Ticket with Keywords dialog task is added with the following components:

   

   • searchTickets – User intent to search tickets.

   • searchKeywords – Entity node for search keywords.

   • searchTicketService – Bot action service to search tickets by keyword. Click +Add Response:

     

     Sample Response: (truncated)

     {
       "results": [
         {
           "id": 31,
           "subject": "POST request from postman",
           "status": "open",
           "result_type": "ticket"
         }
       ],
       "count": 12
     }
     

   • searchTicketScript – Bot action service to search tickets by field.

   • searchTicketMessage – Message node to display responses.

3. Click Train, then Talk to Bot to test:

   

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Delete a Ticket

This action template is not yet supported by the Zendesk Integration.