Cyware Orchestrate

Zendesk is a cloud-based help desk management solution that offers customizable tools to build customer service portals, knowledge base, and online communities. The Zendesk Support app allows the security teams to integrate with the Zendesk enterprise application to manage case management activities such as create, assign, update tickets to the user and manage knowledge base articles.

The Zendesk Support app is configured with the Orchestrate application to perform the following actions:

The following configuration parameters are required for the Zendesk app to communicate with the Zendesk enterprise application. The parameters can be configured by creating instances in the app.

This action can be used to add a new user.

[
    {
        "name": "asdf",
        "params": {},
        "user_role": "agent",
        "user_email_address": "asdf@gmail.com"
    }
]

This action can be used to create a new ticket.

[
    {
        "comment": "assdf",
        "subject": "asdf",
        "priority": "low"
    }
]

This action can be used to return all articles in a specific language. The language can be specified using ISO codes, For example, "de" for German or "es" for Spanish.

[
    {
        "locale": "de-de"
    }
]

This action can be used to return a single or multiple ticket detail.

[
    {
        "ticket_ids": "1"
    }
]

This action can be used to return a list of all the tickets created.

This action can be used to return a list of all the users, filtered by user role.

[
    {
        "user_role": "agent"
    }
]

This action can be used to update the ticket information for the provided ticket ID.

[
    {
        "params": {},
        "priority": "low",
        "ticket_id": "1",
        "ticket_status": "open"
    }
]

This action creates a new request in the ZenDesk support application.

Input Parameters

Example Request

[
    {
        "comment": "This feature is not working. Requesting support.",
        "subject": "Feature not working"
    }
]

This action retrieves all user fields from the ZenDesk application.

Input Parameters

Input parameters are not required for this action.

This action retrieves the list of ticket fields from the Zendesk application.

Input Parameters

Input parameters are not required for this action.

This action retrieves the details of a ticket field using the ticket field ID.

Input Parameters

Example Input

[
    {
        "ticket_field_id": "1260819481330"
    }
]

This action is used to merge one or more tickets to a master ticket.

Input Parameters

Example Input

[
    {
        "ticket_id": "3",
        "source_comment": "Example Source COmment",
        "target_comment": "Example Target Comment",
        "tickets_to_merge_list": [
            "14",
            "15"
        ]
    }
]

This action searches for requests in the Zendesk application.

Input Parameters

Example Input

[
    {
        "query": "Example Request"
    }
]

This action retrieves user details from the Zendesk application.

Input Parameters

Example Input

[
    {
        "user_id": "1264787977250"
    }
]

This action retrieves the list of requests from the Zendesk application.

Input Parameters

Example Input

[
    {
        "request_status": "open"
    }
]

This action retrieves comments for requests from the Zendesk application.

Input Parameters

Example Input

[
    {
        "request_id": "43"
    }
]

This action searches for requests in the Zendesk application.

Input Parameters

Example Input

[
    {
        "query": "Example Request"
    }
]

This action updates a request in the Zendesk application.

Input Parameters

Example Input

[
    {
        "solved": "true",
        "comment": "Example Comment",
        "request_id": "43"
    }
]

This action retrieves the list of email CCs in a ticket.

Input Parameters

Example Input

[
    {
        "ticket_id": "44"
    }
]

This action retrieves details of an attachment from the Zendesk application.

Input Parameters

Example Input

[
    {
        "attachment_id": "1900035110364"
    }
]

This action retrieves details of a comment from the Zendesk application.

Input Parameters

Example Input

[
    {
        "comment_id": "24",
        "request_id": "43"
    }
]

This action retrieves user field options from the Zendesk application.

Input Parameters

Example Input

[
    {
        "field_id": "1260801239749"
    }
]

This action adds an attachment to a ticket in the Zendesk application.

Input Parameters

Example Input

[
    {
        "token": "Jh0oJDmsCFrU2ihRzNoh9Byp9",
        "comment": "New Comment",
        "ticket_id": "44"
    }
]

This action uploads an attachment to the Zendesk application.

Input Parameters

Example Input

[
    {
        "filename": "attachment.txt",
        "filepath": "/path/example/file.txt"
    }
]

This action retrieves details of a user field from the Zendesk application.

Input Parameters

Example Input

[
    {
        "field_id": "1900000050464"
    }
]

This action retrieves user field option details from the Zendesk application.

Input Parameters

Example Input

[
    {
        "field_id": "1260801239749",
        "field_option_id": "1260801041029"
    }
]