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Zendesk App for Ticket Creation

  • November 28, 2023
  • 7 replies
  • 0 views
A

Hi Team,

I have a below use case:

  • Develop a Zendesk app/integration with a third-party product and make it accessible through the Zendesk Apps Marketplace for utilization by any Zendesk customer.
  • Ensure that the Zendesk app/integration incorporates user-friendly UI components that can be easily configured by end-users.
  • Implement a backend logic that, based on user configurations, manages the scheduler, fetches/listens to events from the third-party product, and initiates the creation of Zendesk tickets.

The flow is something like:

  • The user installs the app from Zendesk Marketplace.
  • The user can go and configure the UI of the app. Here user enters the credentials for my SAAS product say "dummysaas". When a user submits the above, the extension does API calls to "dummysaas" using these credentials and validates them.
  • If successful, navigate the user to a configuration page. We asked the user to enter a schedule and some Zendesk related configurations. Once successful, the app starts working in the background.
  • The app would do scheduled API calls to the "dummysaas", get some events and then create corresponding Zendesk tickets.
  • We would maintain a checkpoint to move ahead in time and avoid duplicates.

I am trying to explore, if this is something which is possible via Zendesk Apps.

    7 replies

    Karun11
    • Karun11
    • November 30, 2023

    Hi @anish

    Yes you can certainly build a marketplace app with the description you gave above. Some helpful resource include:

    1. https://developer.zendesk.com/api-reference/apps/introduction/
    Here you can read above ZAF client on how to make requests. 


    2. https://developer.zendesk.com/documentation/apps/app-developer-guide/manifest/
    Here you can understand how settings can be added to the app. 

     

    Cheers!

    Aakanksha
    • Aakanksha
    • December 4, 2023

    Hi Karun,

    I checked the Zendesk docs and they say that the Zendesk Apps are created to perform actions on the tickets present on the Zendesk platform. While to ingest third-party data on Zendesk in the form of tickets, we need to create Zendesk Integration. This integration will help us create a webhook to ingest events/tickets into Zendesk.

    Reference: https://developer.zendesk.com/documentation/integration-services/zis-tutorials/getting-started/building-your-first-zis-integration/#defining-a-zis-action

     

    A
    • Anish
    • Author
    • December 8, 2023

    Hi @karun11,

    Can you please guide us here? Thanks!

    Karun11
    • Karun11
    • December 8, 2023

    Hi Anish and Aakanksha

    Apologies when i answered first i didnt see these many detail requirements. You seem to have a complex one, where you want to be able to poll dummysaas and then create tickets in zendesk based on the api response.

    Its certainly possible but some considerations for you to think about
    1. zendesk custom app is frontend browser only.
    2. ZIS is integration which reacts/trigger to certain events to zendesk objects (and custom events)

    - The scheduled calls should not be triggered in custom app in the agent view. If the browser is closed then the app isnt running anymore.

    I would encourage you to breakdown the requirement to just the problem you are unable to solve and reach out to support via zendesk messaging widget

    Aakanksha
    • Aakanksha
    • December 11, 2023

    Thanks for the update Karun.

    Let us assume the third-party platform has outbound webhook and as we see Zendesk has inbound webhook, can we use Zendesk's inbound webhook to create tickets on Zendesk when the third-party webhook sends data to it?

    Karun11
    • Karun11
    • December 11, 2023

    Yes, you are on the right track. Zendesk inbound webhook will create job of your custom ZIS Integration. Within that integration you can call create ticket api action which will create ticket for you everytime webhook is called. 

    Aakanksha
    • Aakanksha
    • December 11, 2023

    Great, Thanks

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