Alchemer Workflow Zendesk Initiator

The Zendesk initiator is available for purchase as an add-on. If you are interested in purchasing Alchemer Workflow, please contact us for additional information.

Overview

Alchemer’s Zendesk initiator is a powerful solution that combines customer feedback and support management.

With this integration, support tickets generated in Zendesk can automatically trigger targeted Workflows, collecting valuable customer feedback at key touch points, while keeping internal stakeholders informed.

Why Zendesk and Alchemer?

Zendesk complements Alchemer Workflow by blending the power of a Workflow feedback engine with your customer support and ticket management system.

With Alchemer and Zendesk you and your team can:

Initiate a Workflow when a ticket is created or updated in Zendesk
Initiate a Workflow when a ticket is updated in Zendesk.
Initiate a Workflow when a ticket is created in Zendesk
Initiate a Workflow when a new comment is added to a ticket in Zendesk.

Setup

Create a new Workflow.
Name your Workflow.
In Alchemer Workflow, select the Zendesk button when choosing your Workflow initiator.
Select the Zendesk event that you want to use as your Workflow initiator.
Hit next on the initiator overview screen.
Select an authenticated Zendesk account or authenticated a new Zendesk account. You will need your Zendesk subdomain, App ID, Organization ID, and Marketplace name to complete the authentication.
Click the “Finish” button to complete the Zendesk initiator step. Then click “Save”.

Merge Codes

When the webhook fires, Zendesk will pass the following fields to Alchemer Workflow. After configuring this initiator, you can use these fields in merge codes, logic, and other Workflow features.

For more information on how to use these merge codes in your Workflow, check out this article.

Fields for Zendesk initiator - New Ticket Comment

Zendesk | Audit Event | Audit | author_id

Zendesk | Audit Event | Audit | created_at

Zendesk | Audit Event | Audit | id

Zendesk | Audit Event | Audit | ticket_id

Zendesk | Audit Event | Audit | via | channel

Zendesk | Audit Event | Events | Changes

Zendesk | Audit Event | Events | Comments

Zendesk | Audit Event | Events | Creates

Zendesk | Comment | audit_id

Zendesk | Comment | author_id

Zendesk | Comment | body

Zendesk | Comment | created_at

Zendesk | Comment | html_body

Zendesk | Comment | id

Zendesk | Comment | metadata | system | client

Zendesk | Comment | metadata | system | ip_address

Zendesk | Comment | metadata | system | latitude

Zendesk | Comment | metadata | system | location

Zendesk | Comment | metadata | system | longitude

Zendesk | Comment | plain_body

Zendesk | Comment | public

Zendesk | Comment | type

Zendesk | Comment | via | channel

Zendesk | Comment | via | source | rel

Zendesk | Ticket | allow_attachments

Zendesk | Ticket | allow_channelback

Zendesk | Ticket | assignee_id

Zendesk | Ticket | brand_id

Zendesk | Ticket | created_at

Zendesk | Ticket | custom_status_id

Zendesk | Ticket | description

Zendesk | Ticket | due_at

Zendesk | Ticket | external_id

Zendesk | Ticket | forum_topic_id

Zendesk | Ticket | from_messaging_channel

Zendesk | Ticket | group_id

Zendesk | Ticket | has_incidents

Zendesk | Ticket | id

Zendesk | Ticket | is_public

Zendesk | Ticket | organization_id

Zendesk | Ticket | priority

Zendesk | Ticket | problem_id

Zendesk | Ticket | raw_subject

Zendesk | Ticket | recipient

Zendesk | Ticket | requester_id

Zendesk | Ticket | satisfaction_rating

Zendesk | Ticket | status

Zendesk | Ticket | subject

Zendesk | Ticket | submitter_id

Zendesk | Ticket | tags

Zendesk | Ticket | ticket_form_id

Zendesk | Ticket | type

Zendesk | Ticket | updated_at

Zendesk | Ticket | url

Zendesk | Ticket | via | channel

Zendesk | Ticket | via | source | rel

Fields for Zendesk initiator - Ticket Created

Zendesk | Audit Event | Audit | author_id

Zendesk | Audit Event | Audit | created_at

Zendesk | Audit Event | Audit | id

Zendesk | Audit Event | Audit | ticket_id

Zendesk | Audit Event | Audit | via | channel

Zendesk | Audit Event | Events | Changes

Zendesk | Audit Event | Events | Comments

Zendesk | Audit Event | Events | Creates

Zendesk | Ticket | allow_attachments

Zendesk | Ticket | allow_channelback

Zendesk | Ticket | assignee_id

Zendesk | Ticket | brand_id

Zendesk | Ticket | created_at

Zendesk | Ticket | custom_fields | Customer Type

Zendesk | Ticket | custom_fields | Topic

Zendesk | Ticket | custom_status_id

Zendesk | Ticket | description

Zendesk | Ticket | due_at

Zendesk | Ticket | external_id

Zendesk | Ticket | forum_topic_id

Zendesk | Ticket | from_messaging_channel

Zendesk | Ticket | group_id

Zendesk | Ticket | has_incidents

Zendesk | Ticket | id

Zendesk | Ticket | is_public

Zendesk | Ticket | organization_id

Zendesk | Ticket | priority

Zendesk | Ticket | problem_id

Zendesk | Ticket | raw_subject

Zendesk | Ticket | recipient

Zendesk | Ticket | requester_id

Zendesk | Ticket | satisfaction_rating

Zendesk | Ticket | status

Zendesk | Ticket | subject

Zendesk | Ticket | submitter_id

Zendesk | Ticket | tags

Zendesk | Ticket | ticket_form_id

Zendesk | Ticket | type

Zendesk | Ticket | updated_at

Zendesk | Ticket | url

Zendesk | Ticket | via | channel

Zendesk | Ticket | via | source | rel

Fields for Zendesk initiator - Create or Update Ticket

Zendesk | Audit Event | Audit | author_id

Zendesk | Audit Event | Audit | created_at

Zendesk | Audit Event | Audit | id

Zendesk | Audit Event | Audit | ticket_id

Zendesk | Audit Event | Audit | via | channel

Zendesk | Audit Event | Events | Changes

Zendesk | Audit Event | Events | Comments

Zendesk | Audit Event | Events | Creates

Zendesk | Ticket | allow_attachments

Zendesk | Ticket | allow_channelback

Zendesk | Ticket | assignee_id

Zendesk | Ticket | brand_id

Zendesk | Ticket | created_at

Zendesk | Ticket | custom_fields | Customer Type

Zendesk | Ticket | custom_fields | Topic

Zendesk | Ticket | custom_status_id

Zendesk | Ticket | description

Zendesk | Ticket | due_at

Zendesk | Ticket | external_id

Zendesk | Ticket | forum_topic_id

Zendesk | Ticket | from_messaging_channel

Zendesk | Ticket | group_id

Zendesk | Ticket | has_incidents

Zendesk | Ticket | id

Zendesk | Ticket | is_public

Zendesk | Ticket | organization_id

Zendesk | Ticket | priority

Zendesk | Ticket | problem_id

Zendesk | Ticket | raw_subject

Zendesk | Ticket | recipient

Zendesk | Ticket | requester_id

Zendesk | Ticket | satisfaction_rating

Zendesk | Ticket | status

Zendesk | Ticket | subject

Zendesk | Ticket | submitter_id

Zendesk | Ticket | tags

Zendesk | Ticket | ticket_form_id

Zendesk | Ticket | type

Zendesk | Ticket | updated_at

Zendesk | Ticket | url

Zendesk | Ticket | via | channel

Zendesk | Ticket | via | source | rel

Fields for Zendesk initiator - Update Ticket

Zendesk | Audit Event | Audit | author_id

Zendesk | Audit Event | Audit | created_at

Zendesk | Audit Event | Audit | id

Zendesk | Audit Event | Audit | ticket_id

Zendesk | Audit Event | Audit | via | channel

Zendesk | Audit Event | Events | Changes

Zendesk | Audit Event | Events | Comments

Zendesk | Audit Event | Events | Creates

Zendesk | Ticket | allow_attachments

Zendesk | Ticket | allow_channelback

Zendesk | Ticket | assignee_id

Zendesk | Ticket | brand_id

Zendesk | Ticket | created_at

Zendesk | Ticket | custom_fields | Customer Type

Zendesk | Ticket | custom_fields | Topic

Zendesk | Ticket | custom_status_id

Zendesk | Ticket | description

Zendesk | Ticket | due_at

Zendesk | Ticket | external_id

Zendesk | Ticket | forum_topic_id

Zendesk | Ticket | from_messaging_channel

Zendesk | Ticket | group_id

Zendesk | Ticket | has_incidents

Zendesk | Ticket | id

Zendesk | Ticket | is_public

Zendesk | Ticket | organization_id

Zendesk | Ticket | priority

Zendesk | Ticket | problem_id

Zendesk | Ticket | raw_subject

Zendesk | Ticket | recipient

Zendesk | Ticket | requester_id

Zendesk | Ticket | satisfaction_rating

Zendesk | Ticket | status

Zendesk | Ticket | subject

Zendesk | Ticket | submitter_id

Zendesk | Ticket | tags

Zendesk | Ticket | ticket_form_id

Zendesk | Ticket | type

Zendesk | Ticket | updated_at

Zendesk | Ticket | url

Zendesk | Ticket | via | channel

Zendesk | Ticket | via | source | rel

FAQs

What permissions do I need within Alchemer to set-up and use the Zendesk initiator?

1. The Integration Manager Permission is required to set-up and use the Zendesk initiator. If you don't have this permission you will see the following message when selecting an initiator:
2. To check if you have this permission or grant this permission to someone on your team, go to the left-side product navigation and select the Account drop-down, then click on the user management tab.
3. Then select the Users tab under User Management.
4. Click your username or the username for another member of your team.
5. Scroll down to the Permissions section and check if the Integration Manager box is checked. If you are an admin you can check the box for other members of your team.

Can multiple Workflows initiate off the same Zendesk initiator?

Yes, you can create an unlimited number of Workflows that listen to the same initiator. However, you will need to create a new Workflow and configure the initiator each time. You can reuse the same Zendesk authentication.

This initiator doesn't fit my use cases, or I want to provide feedback to the Alchemer Product Team!

Alchemer is committed to continuously releasing updates and enhancements to our Workflow initiators. If you have specific use cases, questions, or just general feedback, we would love to hear it. Contact us here!

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