How to use IBM App Connect with Zendesk Service
Zendesk is a cloud-based customer service platform that is designed to improve communication between an organization and its customers. Zendesk Service helps to keep businesses in sync and delivers an omnichannel customer experience.
Supported product and API versions
To find out which product and API versions this connector supports, see Detailed System Requirements on the IBM Support page.
Connecting to Zendesk Service
Complete the connection fields that you see in the App Connect Designer page (previously the Catalog page) or flow editor. If necessary, work with your Zendesk Service administrator to obtain these values.
| Authorization method | Applicability |
|---|---|
| Use the application's website to sign in (OAUTH 2.0 AUTH CODE) | App Connect Enterprise as a Service |
| Provide a username, password, and client credentials (OAUTH 2.0 PASSWORD) | App Connect Enterprise as a Service and App Connect in containers |
| Provide credentials for App Connect to use (BASIC) | App Connect Enterprise as a Service and App Connect in containers |
| Provide credentials for App Connect to use (BASIC OAUTH) | App Connect Enterprise as a Service and App Connect in containers |
| Provide credentials for App Connect to use (API KEY) | App Connect Enterprise as a Service and App Connect in containers |
| Use the application's website to sign in (OAUTH 2.0 AUTH CODE) | Provide a username, password, and client credentials (OAUTH 2.0 PASSWORD) | Provide credentials for App Connect to use (BASIC) | Provide credentials for App Connect to use (BASIC OAUTH) | Provide credentials for App Connect to use (API KEY) |
|---|---|---|---|---|
| Subdomain | Subdomain | Subdomain | Subdomain | Subdomain |
| Login ID | Login ID | Access token | Login ID | |
| Password | Password | API token | ||
| Client ID | ||||
| Client secret |
| Connection field | Description |
|---|---|
| Subdomain | The subdomain can be identified from your Zendesk account's URL. For example, in the URL mycompany.zendesk.com, the subdomain is mycompany. |
| Login ID | The user ID or email address of the registered Zendesk for service account. |
| Password | The password for the specified login ID. |
| Access token | The access token generated from the application client ID and client secret. |
| Client ID | The unique identifier of your Zendesk client application. Get the client ID from your Zendesk account user interface. |
| Client secret | The client secret of your Zendesk client application. Get the client secret from your Zendesk account user interface. |
| API token | The API token for the Zendesk instance. |
To obtain the connection values for Zendesk Service, see Obtaining connection values for Zendesk Service.
To connect to a Zendesk Service endpoint from the App Connect Designer Applications and APIs page for the first time, expand Zendesk Service, then click Connect. For more information, see Managing accounts.
Before you use the account that is created in App Connect in a flow, rename the account to something meaningful that helps you to identify it. To rename the account on the Applications and APIs page, select the account, open its options menu (⋮), then click Rename Account.
General considerations
Before you use App Connect Designer with Zendesk Service, take note of the following considerations:
- (General consideration) You can see lists of the trigger events and
actions that are available on the Applications and APIs page of the App Connect Designer.
For some applications, the events and actions depend on the environment and whether the connector supports configurable events and dynamic discovery of actions. If the application supports configurable events, you see a Show more configurable events link under the events list. If the application supports dynamic discovery of actions, you see a Show more link under the actions list.
- (General consideration) If you are using multiple accounts for an application, the set of fields that is displayed when you select an action for that application can vary for different accounts. In the flow editor, some applications always provide a curated set of static fields for an action. Other applications use dynamic discovery to retrieve the set of fields that are configured on the instance that you are connected to. For example, if you have two accounts for two instances of an application, the first account might use settings that are ready for immediate use. However, the second account might be configured with extra custom fields.
Events and actions
Zendesk Service events
These events are for changes in this application that trigger a flow to start completing the actions in the flow.
Show more configurable events: Events that are shown by default are pre-configured by using optimized connectivity. More items are available after you configure events that can trigger a flow by polling this application for new or updated objects.
Zendesk Service actions
Your flow completes these actions on this application.
- Articles
-
- Create article
- Retrieve articles
- Update article
- Archive article
- Ticket attachments
-
- Retrieve attachment
- Upload attachment
- Download attachment
- Redact ticket attachment
- Tickets
-
- Create ticket
- Retrieve tickets
- Update ticket
- Delete ticket
- Mark ticket as spam and suspend user
- Users
-
- Create user
- Retrieve users
- Update user
- Delete user
- Update or create a user
More items are available when you have connected App Connect to Zendesk Service.
Examples
Use templates to quickly create flows for Zendesk Service
Learn how to use App Connect templates to quickly create flows that perform actions on Zendesk Service. For example, open the Templates gallery, and then search for Zendesk Service.
Use IBM® App Connect to build flows that integrate with Zendesk Service.
Read the blog in the IBM Community to learn how to create a ticket in Zendesk Service when a new email is received. Click Read the blog to go to the blog.