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Creating a ticket in Zendesk Support

Kevin Pihl Jensen
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When an end user is chatting with your bot outside opening hours, it can be useful to design a flow that allows them to leave a message so that the agents may respond to their request when available. If you have a Zendesk Support subscription, we recommend using our Zendesk Support Create Ticket webhook template which will be described below. If you do not have a Zendesk Support subscription, we recommend using our BotXO Dynamic Email Notification webhook template.

For an easy-to-follow look at ticket creation in Zendesk Support, please refer to the following video tutorial:

In this article, we will be focusing on the most common configurations of the Zendesk Support Create Ticket webhook template. 

Standard configuration of the example body

{
   "request": {
      "requester": {
         "name": "{{userName}}",
         "email": "{{userEmail}}"
      },
      "subject" : "Ticket automatically created from BotXO",
      "priority" : "normal",
      "type" : "task",
      "comment": {
         "body": "{{userMessage}}"
      }
   }
}
As can be seen above, we include a few custom variables like {{userName}}, {{userEmail}}, and {{userMessage}}. These custom variables should be seen as a storage location for data either collected from the end user reply to a given module or defined by the Bot Operator as a fixed value. For the purpose of this article, we will be storing the end user replies in these three custom variables.

To take {{userName}} as an example, you can see in this screenshot that we are asking the end user for their name, and we're activating the "Store End User Reply in a Custom Variable" function and setting the variable name to "userName".
screenshot-me.botxo.co-2020.06.06-01_42_47.png
Once the end user provides a response to this module, their response will be saved inside the "userName" variable. 

As shown by the screenshot below, you can see that the end user has written "John Doe" and that this data is stored in the custom variable {{userName}}. When the webhook is fired, we are automatically filling the custom variables with the values collected in the conversation.
11.png
There are many other properties that you can include in this request, some of which are illustrated below:

Customizing the example body

Tags

{
    "request": {
       "requester": {
       "name": "{{userName}}",
       "email": "{{userEmail}}"
    },
    "subject" : "Ticket automatically created from BotXO",
    "priority" : "normal",
    "type" : "task",
    "tags": ["tag1", "tag2"],
    "comment": {
       "body": "{{userMessage}}"
      }
   }
}

Tags must be placed within an array (square brackets). You can also use custom variables to make the tags dynamic through the use of the Store End User Reply in a Custom Variable function, as seen here:

{
    "request": {
       "requester": {
          "name": "{{userName}}",
          "email": "{{userEmail}}"
    },
    "subject" : "Ticket automatically created from BotXO",
    "priority" : "normal",
    "type" : "task",
    "tags": ["{{tag1}}", "{{tag2}}"],
    "comment": {
       "body": "{{userMessage}}"
       }
    }
}

 

Custom fields

{
    "request": {
       "requester": {
          "name": "{{userName}}",
          "email": "{{userEmail}}"
    },
    "subject" : "Ticket automatically created from BotXO",
    "priority" : "normal",
    "type" : "task",
    "custom_fields": [{"id": 360007562940, "value": "reset_password"}],
    "comment": {
       "body": "{{userMessage}}"
       }
    }
}

In the example above, we're filling the custom field with the ID "360007562940" with the value "reset_password". You can use the code snippet (marked in bold) above to set the value for any ticket field. If you want to create a field of your own, you can navigate to the following URL (replace "{your_subdomain}" with the name of your own Zendesk subdomain):

 https://{your_subdomain}.zendesk.com/agent/admin/ticket_fields

Depending on the type of the specific custom field you're setting a value for, you may see some tags being created automatically as a result of your webhook. The three types of custom fields that add tags are the "drop-down list", the "checkbox", and the "multi-select" fields.

For more information about the different types of custom fields, please refer to Zendesk's documentation on setting custom field values.

Ticket form

Enterprise-level Zendesk Support subscription required

If you have multiple ticket forms on your Zendesk environment, we recommend setting the specific ticket_form_id in the body of the Create Ticket webhook. You can find the ID's of your ticket forms on https://{your_subdomain}.zendesk.com/agent/admin/ticket_forms (replace "{your_subdomain}" with the name of your Zendesk subdomain).

{
    "request": {
       "requester": {
          "name": "{{userName}}",
          "email": "{{userEmail}}"
    },
    "subject" : "Ticket automatically created from BotXO",
    "priority" : "normal",
    "type" : "task",
    "ticket_form_id": "360003653593",
    "comment": {
       "body": "{{userMessage}}"
       }
    }
}

 

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