Bonus: Direct link to Zendesk + change priority of a ticket

Create a Direct Link to Zendesk

The next step is to build a direct link to the Zendesk Ticket using a URL. We are going to implement a smart field for this. To build the URL, we simply use Zendesk’s convention: ZENDESK_URL_PREFIX/agent/tickets/ticketId

const ZENDESK_URL_PREFIX = `https://${process.env.ZENDESK_SUBDOMAIN}.zendesk.com`;

collection('zendesk_tickets', {
  actions: [],
  fields: [{
    field: 'direct_url',
    type: 'String',
    get: (ticket) => {
      return `${ZENDESK_URL_PREFIX}/agent/tickets/${ticket.id}`;
    },
  },
  ...
  ],
  segments: [],
});

Once the smart field is added, just set up the Display Widget in Forest UI to allow the display of the URL as a Link:

Change the priority of a ticket

Let’s say your operations team wants to change the priority of Zendesk tickets directly from Forest. For doing so, let’s create a simple Smart Action like this:

const { collection } = require('forest-express-sequelize');

const ZENDESK_URL_PREFIX = `https://${process.env.ZENDESK_SUBDOMAIN}.zendesk.com`;

// Search on tickets => https://support.zendesk.com/hc/en-us/articles/203663206-Searching-tickets
collection('zendesk_tickets', {
  actions: [{
    name: 'Change Priority',
    type: 'single',
    endpoint: '/forest/actions/zendesk-ticket-change-priority',
    fields: [
      {
        field: 'New Ticket Priority',
        description: 'What is the new priority?',
        type: 'Enum',
        enums: ['urgent', 'high', 'normal', 'low'],
        isRequired: true
      },
    ],
  }],
  fields: [
    ...
  ],
  segments:[]
}

Implement the updateTicket service according to the Zendesk API:

async function updateTicket(ticketId, newValues) {
  const body = {
    ticket: newValues,
  };
  return axios
    .put(`${ZENDESK_URL_PREFIX}/api/v2/tickets/${ticketId}`, body, {
      headers: {
        Authorization: `Basic ${getToken()}`,
      },
    })
    .then(async (resp) => {
      let record = resp.data.ticket;
      return record;
    });
}

And now, we need to implement the route to handle this Smart Action:

const { PermissionMiddlewareCreator } = require('forest-express-sequelize');
const permissionMiddlewareCreator = new PermissionMiddlewareCreator(
  'companies'
);
const {
  getTickets,
  getTicket,
  updateTicket,
} = require('../services/zendesk-tickets-service');

router.post(
  '/actions/zendesk-ticket-change-priority',
  permissionMiddlewareCreator.smartAction(),
  (request, response, next) => {
    const ticketId = request.body.data.attributes.ids[0];
    const newValues = {
      priority: request.body.data.attributes.values['New Ticket Priority'],
    };

    updateTicket(ticketId, newValues)
      // eslint-disable-next-line no-unused-vars
      .then(async function (recordUpdated) {
        response.send({
          success: 'Ticket Priority changed!',
        });
      })
      .catch(next);
  }
);

You now have full integration with Zendesk!

To go further, please check our Github repository and explore how to:

Get the Assignee, Submitter & Requester users for a Zendesk Ticket
Get the Zendesk User for a User
Get the requested tickets for a Zendesk User
and more…

Overview

JavaScript Agents

Ruby Agent

Bonus: Direct link to Zendesk + change priority of a ticket

Create a Direct Link to Zendesk

Change the priority of a ticket

​Create a Direct Link to Zendesk

​Change the priority of a ticket

Create a Direct Link to Zendesk

Change the priority of a ticket