Actions Overview - Zendesk Support

1. Add Tag
2. Add Internal Note
3. Get User Info
4. Get Ticket Info
5. Update Ticket Info 
6. Get Ticket Tags
7. Merge Tickets
8. Get Organization Info
9. Add Macros

Add Tag

Add a tag to the tickets for easier management, e.g. creating a view specific for the tickets with this tag to manage ticket workflow

Example 1

This example shows how to set the Add Tag action at bot level.

In this case, the tag "bot_reviewed" set at the bot level will apply to the tickets in Zendesk Support coming through the virtual agent. Keep in mind that if this is set at intent level, it will only apply to tickets that have triggered that intent as opposed to all tickets. 

Example 2

This example shows how to set the Add Tag action at the content level.

In this case, the tag "payment_terms_change" is added in Zendesk Support to all the messages that triggered the intent "Changes to payment terms".

Using Tags to Update Zendesk Forms 

Ticket forms are used to support different request types.
What you can do with them depends on the plan you have.

Ticket forms in Zendesk can be updated automatically by combining the Add Tag action in the Ultimate Dashboard and a Zendesk trigger. To set this up, follow the steps below:

1. In the Ultimate Dashboard, set up an Add Tag action at the intent level. 
   
   • Make sure this one comes before all other actions
2. In Zendesk Admin Center, add a trigger. 
   • Name the trigger to match the intent
   • Add a condition to make sure only tickets that have the desired tag are affected
   • Add an action and select the form you'd like to update

Example

In this example, I would like to make sure all tickets regarding login issues are tagged and forms updated. 

1. In the Ultimate Dashboard, set up an Add Tag action at the intent level to add a "login_problem" tag. 

 2.  In Zendesk Admin Center, add a trigger. 

• • Name the trigger to match the intent
  • Add a condition to make sure only tickets that have the desired tag are affected
  • Add an action and select the form you'd like to update

Add Internal Note

Add an internal note (not visible to your customers) to keep your agents in sync. 

Get User Info

Note - This action only works with the event Ticket Received.

Formally known as Get Visitor Info. This action allows you to retrieve visitor information on Zendesk. This information can then be saved to personalize your messages or create reply variations.

In the Parameter field, enter the selected Field Name as is but with the first letter capitalized. In addition, add the word "visitor" as a prefix and make sure there's no space in between.

For example, email --> visitorEmail; locale_id --> visitorLocale_id.

See below for example:

Get Ticket Info

Update Ticket Info

Note - This action only works with events Ticket Created and Ticket Received.

Update ticket fields to streamline your processes. It is best to set this at the intent/reply level as opposed to the bot level. 

The fields that can be updated are: 

• Note - When using the Update Ticket Info Action to change the status to solved or closed, all the fields that are mandatory/required in Zendesk also need to be completed. If all mandatory fields are not completed, the ticket cannot be solved/closed. Learn more about mandatory fields in Zendesk here.

Note - Zendesk Support has System ticket fields and Custom ticketfields - both can be selected in our Dashboard directly once your bot is authorized. 

Read more about them here. Here's a separate article on adding custom fields to your tickets.

• Update custom fields
• You can also update a custom field by clicking + Add Custom Field then select the field you'd like to update from the dropdown menu and enter the value to be updated to the ticket. 
• If the type of your custom field in Zendesk is drop-down, you need to add the "Field Value tag" from Zendesk to the "Value" field in the Custom Field action. Follow the steps below to update the field:

1. In Zendesk, go to Admin Center> Objects and rules > Ticket > Fields
2. Select the relevant Custom Field then scroll down to Field Values 
3. Click Show Tags and copy tag value 
   Note: if the tag contains more than one word, the words will always be separated by an underscore “_”.
   

Example 1

In the example above, I would like to update the Type, Priority, Status (system fields) and phone number (custom field) when a ticket is received. The system fields can be selected, but field ID is needed to update the custom field. The field ID can be retrieved from Zendesk Support (see screenshot below).

The value visitorPhone needs to be added in Settings > Content entities so the bot can recognize it when a user writes their phone number in their message. 

Below is a screenshot of the fields in Zendesk Support. 

Example 2 - Incident ticket management

The example above is particularly useful for incident ticket management. That means when an incident occurs, any ticket coming in can be linked to the problem ticket in Zendesk and solving that one problem ticket solves all the incident tickets linked to it.

To set this up:

1. Add an Update Ticket Info action in Settings > Actions
2. Set each field as below: 
   • Event: Ticket Received
   • Action: Update Ticket Info
   • Type: Incident
   • Problem Ticket ID: Get this information from Zendesk Support

 To learn more read about working with problem and incident tickets.

Get Ticket Tags

This action gets the tags associated with the ticket and saves the tags in the session as a string, where each tag is separated by a comma.

Example:
The action gets the tags in the ticket and saves it under the session parameter "myTags", where the value is vip,premium. All the tags fetched are saved under a string, where each tag is separated by a comma.

The action is available on the bot level for the event Ticket Received by Ultimate. It can also be configured on the intent, reply, and block level.