Overview
As an IT admin, you often delegate SaaS management tasks to other stakeholders.
Using Torii's automated capabilities and relying on rich Torii data, you can create items or tasks in popular collaboration platforms whenever Torii identifies that a process needs to be initiated.
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Prerequisites
Zendesk integration is connected with Reading and Writing permissions.
How to open an ticket from Torii
1. From the workflow, select Zendesk >> Open Zendesk ticket action
2. Select the Account
3. Populate the fields with the information relevant for the ticket. You can use personalization tokens to enrich information in the ticket. The standard available fields are:
- Subject - mandatory
- Description - mandatory
- Type
- Priority
- Status. If the field is left empty, the ticket will be created with the "New" status.
- Requester. If the field is left empty, user who connected the Zendesk integration will be set as requester.
- Assignee
- Ticket form
4. You can also include custom fields.
You must add the custom field ID and its corresponding value.
To get the custom field ID, navigate to Objects and Rules > Fields tab in your Zendesk admin console.
Copy the ID from the "Field ID" row and paste it into the left text field.
Next, input the desired value into the right field. You can use personalization tokens.
5. Once the ticket is created, you can see its details In the workflow log.