Integrating Zendesk with DronaHQ

Integrate Zendesk to transform your customer service workflow to efficiently manage your tickets and even manage analytics that helps you to further improve your customer service response.

You can make use of the Zendesk Integration to send .

Configuring Zendesk connector

  • The Zendesk connector is available under Connectors.

  • You need to add the Zendesk Account to Authenticate Zendesk. Here you can add an account by using Connect Zendesk Account.

  • For this you need to first configure the account and then proceed. Once all details are added, click Save. Your connector account configuration is now done.

  • If you have already configured your account, you simply need to choose it from the list. In case you want to make any changes to the account configuration you can hover your mouse across the account and you can note the edit and delete options. In case you need to make any changes click Edit.

Using Zendesk connector

Now let us consider a few scenarios to understand some of the functionalities available with this integration. You can make use of the connector actions by adding the connector from an Action Flow or a Workflow. You can also use the Bind Data to fetch data from the connector.

Now when you want to use the Zendesk connector within your Apps, you can go to the UI Builder > Connectors > Connected tab. Here all connectors that have accounts configured or in other words, are connected will be listed out. If you click Manage Account, you can see the list of all available actions for the connector. You would need to add the API / action whenever that you need to use for further actions. Once you have fetched the data using the respective action, you can make use of the Bind Data to fetch data into a control.

Action Flow / Workflow

Let us now understand how to use the available actions of a connector. You can add an action flow or a workflow. In this example here let us consider an Action flow event to create a new ticket sent to the Support team regarding issues with any orders.

So now add an action flow to your form. Under Connectors, you have already connected an account to Zendesk. Now you can use the same to specify the actions. So under Server Side Actions, select Zendesk from the list of App connectors and click Continue. You get the list of available actions for the connector. Select CreateTicket and click Continue. Select the Account to authenticate Zendesk.

Now you need to configure the connector fields. Enter the Subject, the Assignee, the Group, the description, and so on. You can use the keywords to link your controls to the fields as required. Click Continue and name your action and click Finish. Here adding the assignee, it should be the person from the Default group. The available assignees would be listed out in the field to select. Similarly, ensure that you choose the right group. If the type of ticket is Task, provide a Due date, which uses an ISO 8601 format. When you enter the Submitter you need to provide the respective code. By default, the Requester is the Submitter. However, in case it is another person, make sure that you enter the right code.

Now once the action is configured, if you run your app you can see the ticket is generated in Zendesk.

Here we use the Connector through an action flow. Now let us also see a simple example where we are binding the connector data to a tablegrid control. Let us view the list of tickets and the groups under which the tickets are fetched.

Binding Data

Now once you have configured your Connector account, you can now use it to fetch data. You can find the Connector option in Bind Data for different controls.

Now let us add a Table grid and detailed view control. To bind data to table grid control to find the tickets under the group we will add a Zendesk connector action to Get Ticket.

  • So now select the Table grid control and go to Bind Data.

  • Go to Connectors and click Select Connectors.
    From the list of Connectors select the Zendesk connector, and click Continue.

  • Select the action GetTickets and then select the account to authenticate Zendesk. This will have the account that you have already connected to. Click to continue.

  • Add a Connector name and apply any transformation to the response or transform keys depending upon your action. Click to Finish.

In this example, we would also apply Format Data to the Status field as Multi Tag to display the status tags in different colors.

We will have a simple Detail View control to display the group. So in this case you would follow the same method that we used for the table grid under Bind Data > Connectors. Only the action that you would select would be GetGroups.

Select the columns to display in the detail view and you are done. In this example, we have placed them as a double column layout. The preview is as seen below with data binding done for both the controls from the Zendesk connector using the authenticated account.

Find all Open Tickets

Zendesk connector also enables you to query and fetch tickets based on a criteria. You can query like say fetch all tickets that have Status as Open. Let us see how to display a list of Open tickets. For this you can make use of the FindTickets action of the Zendesk connector.

So let us add a Table grid control and then bind data.

  • Select Zendesk Connector and from the list of actions select FindTicket Select the connected account.

  • To configure the connector fields add a connector name and enter the query or search string. For example if you want to find all tickets with the status as Resolved the query would be type:ticket status:resolved. So in this example where we want to find all open tickets we would use the query as type:ticket status:open. You can refer to the Zendesk Documentation for more queries at this link here.

Add any transform and formatting as per your requirement and click Finish.

  • Now select the keys that you want to display in the table grid and click Save. You can see the BINDAPI formula that is generated. Here also you can apply the Format Data.

  • If you run the form you can see all the tickets from your Zendesk group that are in the Open status.

There are several actions that you can use with your Zendesk connector. It gives you immense capabilities to carry out actions or bind data as per your app use case.