zendesk.support.ticket.create

Create a new Zendesk Support ticket.

Here is an example of a simple ticket creation flow that first asks the
user for their name, email, and phone number, and then creates a ticket:

triggers:
  - keyword: zendesk_support_ticket_create
    when: true
steps:
  - ask: Link user?
    buttons:
      - text: Yes
        result: true
      - text: No
        result: false
  - flow_set: link_user
  - if: (@ flow.link_user )
    then:
      jump: link_ticket
    else:
      next:
  - flow_set:
      link_ticket: false
  - jump: name

  - (link_ticket)
  - ask: Link ticket?
    buttons:
      - text: Yes
        result: true
      - text: No
        result: false
  - flow_set: link_ticket

  - (name)

  # Start "prechat" mode to collect sensitive details, all user responses will be encrypted
  - mode: prechat

  - say: Name?
  - type: text_input
    required: true
    label: Name
    icon: (@ config.icon.person )
    quick_replies:
      - text: Skip (generate)
        result:
  - flow_set: name

  - say: Email?
  - type: email_address_input
    required: true
    quick_replies:
      - text: Skip (blank)
        result:
  - flow_set: email

  - say: Phone?
  - type: text_input
    required: true
    label: Phone
    icon: (@ config.icon.phone )
    quick_replies:
      - text: Skip (blank)
        result:
  - flow_set: phone

  - say: Subject?
  - type: text_input
    required: true
    label: Ticket subject
    quick_replies:
      - text: Skip (generate)
        result:
  - flow_set: subject

  - say: Comment?
  - type: text_input
    required: true
    label: Ticket comment
    quick_replies:
      - text: Skip (use transcript)
        result:
  - flow_set: comment

  # Done "prechat" mode
  - mode:

  - (create)
  - note: This is a note before ticket creation
  - say: Creating or updating user...
  - type: meya.zendesk.support.component.user.create_or_update
    integration: integration.zendesk.support
    link: (@ flow.link_user )
    name: (@ flow.name )
    email: (@ flow.email )
    phone: (@ flow.phone )
  - say: User (@ flow.result.id ) created or updated
  - say: Creating ticket...
  - type: meya.zendesk.support.component.ticket.create
    integration: integration.zendesk.support
    link: (@ flow.link_ticket )
    requester_id: (@ flow.result.id )
    subject: (@ flow.subject )
    comment: (@ flow.comment )
    ticket_form_id: (@ vault.zendesk.support.ticket_form_id )
    brand_id: (@ vault.zendesk.support.brand_id )
  - say: Ticket (@ flow.result.id ) created
  - note: This is a note after ticket creation
  - end

Element details

type: meya.zendesk.support.component.ticket.create
class: ZendeskSupportTicketCreateComponent
path: /meya/zendesk/support/component/ticket/create.py
signature: -

Fields

field	description	required	signature	default	type
spec	Override the original spec for this element.	○	○	null	Spec
integration	The reference path to the Zendesk Support integration file. See the integration reference paths documentation for more information.	◉	○		ZendeskSupportIntegrationRef
requester_id	The user who requested this ticket.	○	○	null	int
subject	The value of the subject field for this ticket.	○	○	null	str
comment	Add a comment to the ticket.	○	○	null	str
comment_attachments	A list of file URLs to attach to the comment. These fileswill be downloaded from the source and then uploaded to Zendesk to ensure they are secured by Zendesk's security policies and user access rights. Be careful not to attach too many large files that take long to download and upload, as this could exceed the component timeout and cause the component to fail. If any file fails to download or upload, the component will log the exception in your app's logs. The file size limit is 50MB per attachment. There is a 10s timeout per file download and a 10s timeout per file upload.	○	○	null	list
comment_public	Controls whether the ticket is public or not.	○	○	null	bool
tags	An array of tags to add to the ticket.	○	○	null	list
custom_fields	An array of the custom field objects consisting of IDs and values.	○	○	null	list
ticket_type	The type of this ticket. Allowed values are `problem`, `incident`, `question`, or `task`.	○	○	null	str
status	The state of the ticket. Allowed values are `new`, `open`, `pending`, `hold`, `solved`, or `closed`.	○	○	null	ZendeskSupportTicketStatus
priority	The urgency with which the ticket should be addressed. Allowed values are `urgent`, `high`, `normal`, or `low`.	○	○	null	str
assignee_id	The agent currently assigned to the ticket.	○	○	null	int
group_id		○	○	null	int
external_id	An ID you can use to link Zendesk Support tickets to local records.	○	○	null	str
ticket_form_id	The ID of the ticket form to render for the ticket.	○	○	null	int
brand_id	The ID of the brand this ticket is associated with.	○	○	null	int
context	Send context data with this component's event.	○	○	{}	dict
sensitive		○	○	true	bool
triggers	Activate these dynamic triggers when the component runs. Check the component triggers guide for more info.	○	○	[]	list
link	Whether to link the ticket to the current Meya thread. This will use the Zendesk ticket ID returned from the API response as the integration thread ID for Meya to link to. If the `external_id` is not set explicitly in this component, then the Meya thread ID will be used as the external ID on the Zendesk ticket for reference.	○	○	true	bool
followup	Whether this new ticket is a followup to an existing ticket that was previously created and linked to the current Meya thread. If the previous ticket ID can be resolved from the current Meya thread, then the old ticket will be marked as `Closed` and it's ticket ID will be used as the `via_followup_source_id` on the new ticket.	○	○	true	bool
via_followup_source_id	The ID of the ticket that this new ticket is a followup to. Note, this value will be overridden if the `followup` field is set to `True` and a previous ticket ID can be resolved from the current Meya thread.	○	○	null	int

Usage reference

Basic

triggers:
  - keyword: meya.zendesk.support.component.ticket.create
steps:
  - type: meya.zendesk.support.component.ticket.create
    integration: integration.zendesk_support

Full

triggers:
  - keyword: meya.zendesk.support.component.ticket.create
steps:
  - type: meya.zendesk.support.component.ticket.create
    spec:
      type: STRING
      data:
        STRING: ANY
      timeout: 123
      trigger_when: ANY
    integration: integration.zendesk_support
    requester_id: 123
    subject: STRING
    comment: STRING
    comment_attachments:
      - STRING
    comment_public: false
    tags:
      - STRING
    custom_fields:
      - id: 123
        value: ANY
    ticket_type: STRING
    status: new|open|pending|hold|solved|closed
    priority: STRING
    assignee_id: 123
    group_id: 123
    external_id: STRING
    ticket_form_id: 123
    brand_id: 123
    context:
      STRING: ANY
    sensitive: false
    triggers:
      - type: STRING
        data:
          STRING: ANY
        timeout: 123
        trigger_when: ANY
    link: false
    followup: false
    via_followup_source_id: 123