Get ticket details

Before you begin

To complete the task, you need your Zendesk API Key. For details on how to generate it, see Zendesk documentation.

You need to write the instance URL in the ticket so that the data are automatically transferred to the instance. To do so:

1. In your Next Matter workflow, create an integration step.
2. Click Settings and enter the following details:

• URL: https://ZENDESK_DOMAIN.zendesk.com/api/v2/tickets/{Instance name}with Instance ID being the data reference
• Method: PATCH
• Headers: Content-Type: application/json
• Headers: Authorization: ZENDESK_API_KEY
• Body:
  JSON

  "ticket": {
  "custom_fields": [
  { "id": 360020270077, "value": "{Instance URL}" }]} //replace the value with data reference
  }
  

Now you can create the next integration steps to pull data.

Get a set of ticket data

1. In your Next Matter workflow, create an integration step.
2. Click Settings and enter the following details:

• URL: https://ZENDESK_DOMAIN.zendesk.com/api/v2/tickets/{Instance name}with Instance ID being the data reference
• Method: GET
• Headers: Content-Type: application/json
• Headers: Authorization: ZENDESK_API_KEY
• Leave Bodyempty.
• Create the following variables:
  • $.ticket.via.source.from.name (for requester name)
  • $.ticket.via.source.from.address (requester's address)
  • $.ticket.description
  • $.ticket.id
  • $.ticket.comments
  • $.ticket.requester_id (requester's id)
  • $.user.email (requester's email)

3. Save your changes.

👍

Tip: You can use these variables to update the ticket with values that were stored in previous workflow steps.

Get comments with images

To do this, you can place a GET call to https://ZENDESK_DOMAIN.zendesk.com/api/v2/tickets/{Instance name}

with the following body:

{
"include_inline_images": true
}

and the following variable: $.comments.html_body