Example

Let's say you want to create a workflow where whenever a new user submits a ticket in Zendesk, it automatically adds them as a contact in Zoho CRM, and posts their Zoho details and ticket details on the specified Slack channel.

In the above workflow, there are two scenarios where we would need data transformation:

• The customer name in Zendesk is split into two keys first name and last name, we will need to combine them into a single key.

• We would need to fetch only specific details from Zoho contact and Zendesk ticket and post them on a Slack channel.

Both these things can be done with the help of the JSON Customizer action.

Let's see how to do it.

1. Add necessary actions to the workflow Add Zoho CRM and Slack connector, and JSON Customizer action to workflow.

2. Configure the Zendesk - Ticket Status trigger Configure the Zendesk - Ticket Status trigger as you would normally do. In the Status field, set the input to New.

   Once this is done, click Save, optionally test the trigger, and click Done to return to canvas.

3. Configure the Zoho CRM - Create Contact action Configure the Zoho CRM - Create Contact action as you would normally do. In the Zendesk - Ticket Status triggeroutput shown on the left-side panel, locate the requester object and add first_name key in the First Name field, last_name key in the Last Name field, and email key in the Email field.

   Once this is done, click Next, optionally test the action, and click Done to return to canvas.

4. Configure the JSON Customizer action Double-click the JSON Customizer action icon and add the relevant JSON for the input form you want to render in the console window that appears. In our example, we want to display the following fields in the input form:

   • Customer Name

   • Customer Email ID

   • Customer Zoho Contact ID

   • Ticket Title

   • Ticket Description

   Based on this, add the JSON in the console window. Optionally change the label of the JSON Customizer action. Once this is done, click Next. You will see the rendered input form based on the provided JSON.

   As per our example, we need to merge the first_name and last_name keys into a single key and fetch only specific details from the Zendesk ticket and Zoho contact.

   To do so, follow the instructions given below:

   • Add FIRST NAME and LAST NAME keys listed under the Create Contacts action in the Customer Name field.
   • Add EMAIL key listed under the Zendesk - New Ticket trigger/Create Contacts action in the Customer Email ID field.
   • Add CONTACTID key listed under the Create Contacts action in the Customer Zoho Contact ID field.
   • Add id and title keys listed under the Zendesk - New Ticket trigger in the Ticket Title field.
   • Add description key listed under the Zendesk - New Ticket trigger in the Ticket Description field.

   After this, click Next, optionally test the action, and then click Save.

5. Configure the Slack - Post Message to Channel action. Configure the Slack - Post Message to Channel action as you would normally do.

   In the Text field, add the output of JSON Customize action. Once this is done, click Next, optionally Test the action, and click Done to return to canvas.

With this, your workflow is successfully configured. Now whenever a new customer raises a ticket in Zendesk, their contact will be created in Zoho CRM, and their basic info along with the ticket info will be posted on the specified Slack channel.