Powerful yet simple multi-channel customer service software. The fastest way to great customer support.

zendesk.com
customer-support tier-2
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Tickets

  • ID
    Automatically assigned when creating tickets.
    Subject
    The value of the subject field for this ticket.
    Description
    The first comment on the ticket and ticket description.
    Comment
    A new comment to be added on the ticket. If specified on update becomes a new comment on the ticket. Required on create, and is set as the ticket description.
    Priority
    Priority, defines the urgency with which the ticket should be addressed: “urgent”, “high”, “normal”, “low”.
    External ID
    An ID you can use to link Zendesk tickets to local records.
    Type
    The type of this ticket, i.e. “problem”, “incident”, “question” or “task”.
    Status
    The state of the ticket, “new”, “open”, “pending”, “hold”, “solved”, “closed”.
    Requester
    ID of the user who requested this ticket. If you prefer to create a new user, use the Requester Name and Requester Email below.
    Collaborators (CCs)
    Requester Name
    Name of the requester to create a new requester together with the ticket. Use either Requester Name together with Requester Email, or just Requester.
    Requester Email
    Email of the requester to create a new requester together with the ticket. Use either Requester Name together with Requester Email, or just Requester.
    Submitter
    ID of the user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket.
    Assignee
    What agent is currently assigned to the ticket.
    Organization
    The organization of the requester.
    Group
    The group this ticket is assigned to.
    Due At
    If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
    Tags
    Recipient
    The original recipient e-mail address of the ticket.
    Created At
    When this record was created.
    Updated At
    When this record last got updated.
  • Ticket Created

    Triggers when a new ticket is created.

  • Ticket Updated

    Triggers when a ticket is updated.

  • Ticket Deleted

    Triggers when a ticket is deleted.

  • Create Ticket

    Creates a new ticket.

  • Update Ticket

    Updates the selected ticket.

  • Delete Ticket

    Deletes a Ticket. Your user needs to be an admin in order to do that operation.

  • Get SLA events

  • Look Up a Ticket

    Fetches a Ticket by an uniquely identifiable attribute.

  • Search Tickets

    Searches the selected account for tickets matching query and returns a list of tickets.

Users

  • ID
    External ID
    A unique ID you can specify for the user (for use with external systems)
    Name
    Active
    False if the user has been deleted.
    Email
    User’s email address (required for agents)
    Role
    The user’s role. Possible values are “end-user”, “agent”, or “admin”.
    Phone
    Alias
    An alias displayed to end users.
    Verified
    If the user’s identity has been verified or not.
    Suspended
    If the user is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
    Organization
    Created At
    Updated At
  • User Created

    Triggers when a new user is created.

  • User Updated

    Triggers when a user gets updated.

  • User Deleted

    Triggers when a user is deleted.

  • Create User

    Creates a new user.

  • Update User

    Updates the selected user.

  • Delete User

    Deletes a user.

  • Add End-User to Organization

    Adds an end-user to an organization. Use a filter on role (“User role is end-user”) on feeding pipe to make sure only end-users are passed to this pipe.

  • Add Agent to Group

    Adds an agent to a group. Use a filter on role (“User role is agent”) on feeding pipe to make sure only agent users are passed to this pipe.

  • Look Up User

  • Search Users

    Searches your account and returns a list of users that match the given search query.

Organizations

  • ID
    External ID
    A unique external ID to associate organizations to an external record.
    Name
    The name of the organization.
    Domain Names
    An array of domain names associated with this organization.
    Details
    Any details about the organization, such as the address.
    Notes
    Any notes you have about the organization.
    Group
    New tickets from users in this organization are automatically put in this group.
    Tags
    The tags of the organization.
    Created At
    The time the organization was created.
    Updated At
    The time of the last update of the organization.
    Deleted At
  • Organization Created

    Triggers when a new organization is created.

  • Organization Updated

    Triggers when an organization is updated.

  • Organization Deleted

    Triggers when an organization is deleted.

  • Create Organization

    Creates a new organization. Operation is available only if you are an admin user.

  • Update Organization

    Updates an organization. Operation is available only if you are an admin user.

  • Delete Organization

    Deletes an organization. Operation is available only if you are an admin user.

  • Look Up Organization

  • Search Organizations

    Searches the selected account for organizations matching query and returns a list of organizations.

Groups

  • ID
    Automatically assigned when creating groups.
    Name
    The name of the group.
    Deleted
    Deleted groups get marked as such.
    Created At
    Updated At
  • Create Group

    Operation is available only if you are an admin user

  • Update Group

    Operation is available only if you are an admin user

  • Delete Group

    Operation is available only if you are an admin user

  • Search Groups

    Searches the selected account for groups matching search query and returns a list of groups.

Comments

  • ID
    Body
    HTML Body
    Public
    Author ID
    Author
    Comment author. Leave blank, if you want the comment to be submitted asyour user, or set another user to submit on their behalf.
    Created At
    Attachments
    Ticket
  • Comment Created

  • Create a Comment

    Creates a new comment.

  • List Attachments

  • Search Comments

    Searches through the comments of an issue

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