Handling tickets by using the JSON Customizer

An example to show that whenever a Zendesk ticket is submitted, the user's contact is added to Zoho CRM, and their details along with the ticket information are shared on Slack.

About this task

Create a workflow that automatically adds a user as a contact in Zoho CRM and shares their details in a Slack channel, whenever a new Zendesk ticket is submitted.

In this workflow, data transformation is needed in two scenarios.
  • Combine the customer’s name from Zendesk into a single field.
  • Fetch specific details from the Zoho contact and Zendesk ticket to post on Slack.

Both tasks can be handled using the JSON Customizer action.

Procedure

  1. Add the Zoho CRM and Slack connectors, along with the JSON Customizer action, to the workflow.
  2. Configure the Zendesk - ticket status trigger as usual. In the Status field, set the input to New. Save, test the trigger, and return to the canvas.
  3. Configure the Zoho CRM - create contact action as usual. In the Zendesk - Ticket Status trigger output shown on the left-side window, locate the requester object and add the first_name key in the First Name field, the last_name key in the Last Name field, and the email key in the Email field. Click Next, test the action, and click Save to return to the canvas.
  4. Double-click the JSON Customizer icon and add the following JSON to the console to display the fields you want.
    • Customer name
    • Customer email ID
    • Customer Zoho contact ID
    • Ticket title
    • Ticket description
  5. To merge the first_name and last_name keys into a single Customer Name field, follow these steps.
    • Add the FIRST NAME and LAST NAME keys that are listed under the Create contacts action in the Customer name field.
    • Add the EMAIL key listed under the Zendesk - New Ticket trigger/Create Contacts action in the Customer email ID field.
    • Add the CONTACTID key that is listed under the Create Contacts action in the Customer Zoho Contact ID field.
    • Add id and title keys that are listed under the Zendesk - new ticket trigger in the Ticket title field.
    • Add the description key listed under the Zendesk - new ticket trigger in the Ticket description field.
  6. Click Next, test the action, and then click Save.
  7. Configure the Slack - post message to channel action as usual.
  8. In the Text field, add the output of the JSON Customizer action. Click Next, test the action, and click Save to return to the canvas.
    Your workflow is configured. Now, whenever a new Zendesk ticket is submitted, the user's contact is added to Zoho CRM, and their details along with the ticket information are shared on Slack.