Using the Zendesk Action Templates

1. Go to Automation AI > Use Cases > Dialogs and click Create a Dialog Task.
2. Under Integration, select Zendesk.
3. If no integration is configured, click Explore Integrations to set one up. See Actions Overview.

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Supported Actions

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Create a Ticket

1. Install the template from Zendesk Action Templates.
2. The Create a Ticket dialog task is added with the following components:
   • createTicket - User intent to create a ticket.
   • subject, body, priority - Entity nodes for ticket details.
   • createTicketService - Bot action service to create a ticket. Click Edit Request: Sample Request:
     {
       "ticket": {
         "subject": "POST request from postman",
         "comment": {
           "body": "Ticket Created!!"
         }
       }
     }
     
     Click +Add Response: Sample Response: (truncated)
     {
       "ticket": {
         "url": "https://abc2152.zendesk.com/api/v2/tickets/29.json",
         "id": 29,
         "subject": "POST request from postman",
         "description": "Ticket Created!!",
         "priority": null,
         "status": "open",
         "created_at": "2022-08-29T11:39:53Z"
       }
     }
     
   • createTicketScript - Bot action script to create a ticket.
   • createTicketMessage - Message node to display responses.
3. Click Train, then Talk to Bot to test:
4. Click View Ticket to see ticket details in Zendesk:

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Update a Ticket

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View All Tickets

1. Install the template from Zendesk Action Templates.
2. The View All Tickets dialog task is added with the following components:
   • listAllTickets - User intent to view all tickets.
   • listAllTicketsService - Bot action service to fetch all tickets. Click +Add Response: Sample Response: (truncated)
     {
       "tickets": [
         {
           "url": "https://abc2152.zendesk.com/api/v2/tickets/7.json",
           "id": 7,
           "subject": "POST request from postman",
           "priority": "high",
           "status": "closed",
           "created_at": "2022-08-25T07:31:22Z"
         }
       ],
       "count": 49
     }
     
   • listAllTicketsMessage - Message node to display responses.
3. Click Train, then Talk to Bot to test:

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View Ticket(s) by ID(s)

1. Install the template from Zendesk Action Templates.
2. The View Ticket(s) by ID(s) dialog task is added with the following components:
   • viewTicketbyId - User intent to find a ticket by ID.
   • multipleticketIds - Entity node for entering multiple ticket IDs.
   • viewTicketbyIdsService - Bot action service to find tickets by ID. Click +Add Response: Sample Response: (truncated)
     {
       "tickets": [
         {
           "id": 33,
           "subject": "POST request from postman",
           "priority": "urgent",
           "status": "open"
         },
         {
           "id": 34,
           "subject": "POST request from postman",
           "priority": "urgent",
           "status": "open"
         }
       ],
       "count": 2
     }
     
   • viewTicketsbyIdsScript - Bot action script to view tickets with IDs.
   • updateTicketMessage - Message node to display responses.
3. Click Train, then Talk to Bot to test:

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Search Ticket with Keywords

1. Install the template from Zendesk Action Templates.
2. The Search Ticket with Keywords dialog task is added with the following components:
   • searchTickets - User intent to search tickets.
   • searchKeywords - Entity node for search keywords.
   • searchTicketService - Bot action service to search tickets by keyword. Click +Add Response: Sample Response: (truncated)
     {
       "results": [
         {
           "id": 31,
           "subject": "POST request from postman",
           "status": "open",
           "result_type": "ticket"
         }
       ],
       "count": 12
     }
     
   • searchTicketScript - Bot action service to search tickets by field.
   • searchTicketMessage - Message node to display responses.
3. Click Train, then Talk to Bot to test:

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Delete a Ticket