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
whentrue
steps
ask Link user?
buttons
textYes
resulttrue
textNo
resultfalse
flow_set link_user
if (@ flow.link_user )
then
jump link_ticket
else
next
flow_set
link_ticketfalse
jump name
(link_ticket)
ask Link ticket?
buttons
textYes
resulttrue
textNo
resultfalse
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
requiredtrue
label Name
icon (@ config.icon.person )
quick_replies
text Skip (generate)
result
flow_set name
say Email?
type email_address_input
requiredtrue
quick_replies
text Skip (blank)
result
flow_set email
say Phone?
type text_input
requiredtrue
label Phone
icon (@ config.icon.phone )
quick_replies
text Skip (blank)
result
flow_set phone
say Subject?
type text_input
requiredtrue
label Ticket subject
quick_replies
text Skip (generate)
result
flow_set subject
say Comment?
type text_input
requiredtrue
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 | ○ | ○ | null | str |
status | The state of the ticket. Allowed values are | ○ | ○ | null | ZendeskSupportTicketStatus |
priority | The urgency with which the ticket should be addressed. Allowed values are | ○ | ○ | 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 | ○ | ○ | 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 | ○ | ○ | 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 | ○ | ○ | 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
timeout123
trigger_when ANY
integration integration.zendesk_support
requester_id123
subject STRING
comment STRING
comment_attachments
STRING
comment_publicfalse
tags
STRING
custom_fields
id123
value ANY
ticket_type STRING
status new|open|pending|hold|solved|closed
priority STRING
assignee_id123
group_id123
external_id STRING
ticket_form_id123
brand_id123
context
STRING ANY
sensitivefalse
triggers
type STRING
data
STRING ANY
timeout123
trigger_when ANY
linkfalse
followupfalse
via_followup_source_id123