Update Ticket Fields

The Update Fields Step is used to update various fields for a ticket in Zendesk. Typically, this step is used to update the ticket that initiated the workflow. However, it is also possible to update other cases as long as users know the correct ticket ID.

The Update Fields Step can be used for system or custom Zendesk fields. Users can update one, some or all of the fields in a single use of the step. A basic use of this step would be to update the status based on a message intent. For example, if an Intent is “Lost Luggage” the field update step could be used to assign the ticket to the “Lost Luggage” queue, priority set as “High” and the status as “Pending”.

Inputs

Connection

Select a connection that contains the passwords or keys that are needed to access the specific Zendesk instance. Since users can not enter secret information directly into the step input, a connection must be created in advance. Generally, connections are created by Administrators or IT Staff who have access to the necessary credentials.

Ticket ID

The externalId output from a Message Retriever step that is connected to Zendesk contains the Zendesk Case ID of the case associated with the current message. Users can usually use the externalId “pill” as the input in this field.

Key/Value Pair

The Y Meadows application has a special input type called Key/Value Pairs that is used for some steps and looks like this:

Key Value pairs allow users to dictate what inputs they want in the step. Users can add an additional key value field inputs by clicking on the +

This input type is used when both a name and a value are needed, such as when setting values for a custom web-form. For most steps that accept Key/Value pairs the Names are determined by external system requirements and they often can not start with numbers or contain spaces.

The Value side of the input will have a data type as described above and will be treated accordingly. String Values must have quotes.

The key field or Name is treated specially in that it is a string that does not need quotation marks around it.

Zendesk comes with System Fields that are pre-mapped as Keys in the Y Meadows system.

Each system field has a "name" which is used on tickets in Zendesk. In the key value pairs you need to enter the name of the field and the new value you wish to store.

These are the system fields in available in Zendesk:

KEY	DESCRIPTION	VALUE
Assignee	This value is constrained to the email address of an user with the "Agent" role in Zendesk.	"[e-mail]"
Group	Assigns a ticket to a Group.	"Lost Luggage"
Status	Update, change, and submit a ticket Status	"New" "Open" "Pending" "Solved" "Closed"
Priority	Update and change the ticket Priority	"Low" "Normal" "High" "Urgent"
Type	Update and change the ticket Type	"Question" "Incident" "Problem" "Task"
Description	Edit the description of a ticket. This value is an open text field	"This is an example description"
Subject	Change or add to the ticket Subject line	"This is a new subject" or:+ "new info"

Custom fields can be used as well. Users have to match the field names in Zendesk precisely in the key field and then to whatever variable selections were created. All users have to do is add them in the left hand key field and then add the values on the right.

Outputs

failedFields

The failed field is an output used for troubleshooting which field is not working and why. If one of the fields had an invalid Key or Value, it will show up in the Trip Analytic view in the step output.

Message

The "message" returned by this step is valuable only for troubleshooting when something goes wrong. It will contain a short message from Zendesk about the success or failure of the attempt to add tags to the conversation.

Success

"Success" is an output that is used to see if a step ran successfully or not. The output is a Boolean value of True or False.

This step uses the Zendesk API, which works using English for the system fields. Users that have Zendesk with a different language should still use English for the system fields Key/Values for them to work.