Zendesk Connector for UiPath
In this article you will learn how to integrate Using Zendesk Connector you will be able to connect, read, and write data from within UiPath. Follow the steps below to see how we would accomplish that. The driver mentioned above is part of ODBC PowerPack which is a collection of high-performance Drivers for various API data source (i.e. REST API, JSON, XML, CSV, Amazon S3 and many more). Using familiar SQL query language you can make live connections and read/write data from API sources or JSON / XML / CSV Files inside SQL Server (T-SQL) or your favorite Reporting (i.e. Power BI, Tableau, Qlik, SSRS, MicroStrategy, Excel, MS Access), ETL Tools (i.e. Informatica, Talend, Pentaho, SSIS). You can also call our drivers from programming languages such as JAVA, C#, Python, PowerShell etc. If you are new to ODBC and ZappySys ODBC PowerPack then check the following links to get started. |
Connect to Zendesk in other apps
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Create ODBC Data Source (DSN) based on ZappySys API Driver
Step-by-step instructions
To get data from Zendesk using UiPath we first need to create a DSN (Data Source) which will access data from Zendesk. We will later be able to read data using UiPath. Perform these steps:
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Install ZappySys ODBC PowerPack.
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Open ODBC Data Sources (x64):
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Create a User Data Source (User DSN) based on ZappySys API Driver
ZappySys API DriverYou should create a System DSN (instead of a User DSN) if the client application is launched under a Windows System Account, e.g. as a Windows Service. If the client application is 32-bit (x86) running with a System DSN, use ODBC Data Sources (32-bit) instead of the 64-bit version. -
When the Configuration window appears give your data source a name if you haven't done that already, then select "Zendesk" from the list of Popular Connectors. If "Zendesk" is not present in the list, then click "Search Online" and download it. Then set the path to the location where you downloaded it. Finally, click Continue >> to proceed with configuring the DSN:
ZendeskDSNZendesk -
Now it's time to configure the Connection Manager. Select Authentication Type, e.g. Token Authentication. Then select API Base URL (in most cases, the default one is the right one). More info is available in the Authentication section.
Authenticate using Static Token instead of userid / password ([Token Access] option must be enabled under Admin Console > Channel > API > Settings and then Click [ADD API Token] to generate new token. These settings typically found here https://YOUR-SUB-DOMAIN.zendesk.com/agent/admin/api/settings [API Help..]
Please refer to below API Reference (External Site) link for Token Authentication [Http]https://developer.zendesk.com/rest_api/docs/support/introduction#api-token
Fill in all required parameters and set optional parameters if needed:
ZendeskDSNZendeskToken Authentication [Http]https://[$Domain$].zendesk.com/api/v2Required Parameters Sub Domain (e.g. mycompany) Fill in the parameter... UserId Fill in the parameter... Token Fill in the parameter... Optional Parameters RetryMode Fill in the parameter... RetryStatusCodeList Fill in the parameter... RetryCountMax Fill in the parameter... RetryMultiplyWaitTime Fill in the parameter... OAuth App must be created under Admin Console > Channel > API > Settings. These settings typically found here https://YOUR-SUB-DOMAIN.zendesk.com/agent/admin/api/oauth_clients [API Help..]
Please refer to below API Reference (External Site) link for OAuth Authentication [OAuth]https://developer.zendesk.com/rest_api/docs/support/introduction#oauth-access-token
Fill in all required parameters and set optional parameters if needed:
ZendeskDSNZendeskOAuth Authentication [OAuth]https://[$Domain$].zendesk.com/api/v2Required Parameters Sub Domain (e.g. mycompany) Fill in the parameter... ClientId Fill in the parameter... ClientSecret Fill in the parameter... Permissions Fill in the parameter... RedirectUrl Fill in the parameter... Optional Parameters RetryMode Fill in the parameter... RetryStatusCodeList Fill in the parameter... RetryCountMax Fill in the parameter... RetryMultiplyWaitTime Fill in the parameter... Authenticate using your userid / password (2FA must be OFF and [Password Access] option must be enabled under Admin Console > Channel > API > Settings. These settings typically found here https://YOUR-SUB-DOMAIN.zendesk.com/agent/admin/api/settings [API Help..]
Please refer to below API Reference (External Site) link for UserID/Password Authentication (2FA must be OFF) [Http]https://developer.zendesk.com/rest_api/docs/support/introduction#basic-authentication.
Fill in all required parameters and set optional parameters if needed:
ZendeskDSNZendeskUserID/Password Authentication (2FA must be OFF) [Http]https://[$Domain$].zendesk.com/api/v2Required Parameters Sub Domain (e.g. mycompany) Fill in the parameter... UserName (2FA Must be OFF) Fill in the parameter... Password Fill in the parameter... Optional Parameters RetryMode Fill in the parameter... RetryStatusCodeList Fill in the parameter... RetryCountMax Fill in the parameter... RetryMultiplyWaitTime Fill in the parameter... -
Once the data source has been configured, you can preview data. Select the Preview tab and use settings similar to the following to preview data:
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Click OK to finish creating the data source.
Video instructions
Read Zendesk data in UiPath Studio (workstation)
Here we will be reading Zendesk data on your workstation. To accomplish that we will create and run UiPath process package locally. Later on, we'll explore how to publish the package to Orchestrator and run it remotely. For now, let's focus on working locally and get started!
- Open UiPath Studio.
- Before we really begin the work, make sure UiPath Studio is set as your profile (blue application icon).
- In case, it is set to UiPath StudioX, you can change it in UiPath StudioX Settings: Simply select UiPath Studio option:
- Start by creating a new project based on UiPath Process template:
- Add Run Query activity in Main Sequence box:
- Click Configure Connection... button to create an ODBC connection:
- Continue by clicking Connection Wizard:
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When the window opens, select ODBC-based driver, provider, and then choose ODBC data source:
ZendeskDSNZendeskDSNYou can also select Use connection string option and use whole ODBC connection string instead. Obtain the connection string by pressing Copy Settings button in your data source configuration.
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Once you do that, it's time to configure a SQL query:
Make sure, you enclose the query in double quotes!
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Proceed by adding a Write CSV activity after Run Query:
In this article we are using Write CSV, but you can freely add any other destination of your choice, e.g. Write DataTable to Excel.
- Once you do that, configure the added Write CSV, this will write Zendesk data to a CSV file:
- It's time for fun! Which means it's time for debugging! Just run the package locally to debug:
- Finally, ensure there are no execution errors!
Run UiPath package using Orchestrator (via robot)
UiPath also offers the ability to execute packages remotely using Orchestrator and a robot. This is achieved by publishing the package to UiPath Orchestrator, installing UiPath Assistant on the remote machine, connecting it to Orchestrator, enabling us to run the package remotely. It may sound complicated at first glance, but further steps will clear things out. Let's not waste our precious time and delve into the details!
Publish process package from UiPath Studio
- First of all, open the UiPath process package we created in the previous step
- Set the option that our process package Starts in Background:
- We are ready to Publish it:
- Make sure, you publish it to the Shared folder in UiPath Orchestrator Tenant workspace:
- Finally, success! We are ready for the next step - creating UiPath robot - so we can automate the job:
Create robot in UiPath Orchestrator
- First of all, let's open UiPath Orchestrator from UiPath Automation Cloud console:
- It's time to create a robot, which will run unattended packages:
- But first we have to create a runtime. Choose to host our robot on-premise, not in UiPath infrastructure:
- Let's move along and Create new machine template, this will create a machine in UiPath Orchestrator:
- Configure the machine to run in Production environment:
- We are ready to Create new robot account in the new machine:
- Let's make our robot to work only on background automations:
- Continue by selecting newly created robot:
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Select Shared folder, so that everyone in the team can benefit from it:
This is the folder where we published our UiPath process package "MyProcess"
- We are almost done! We are given machine Client ID and Client secret which we will use to connect UiPath Assistant to our created machine in Orchestrator. Let's leave this open for a while and see how we can do it in the next step.
Connect UiPath Assistant to Orchestrator
We are ready to connect UiPath Assistant to the machine we created in Orchestrator. UiPath Assistant will run our package in a remote machine. Let's connect it and give it some work!
- Connect to a remote machine (where your UiPath process package will be running).
- Install UiPath Studio there.
- Then configure ODBC data source:
If you chose Use user or system data source option in connection configuration, when creating UiPath process package, then create an identical ODBC data source on the same remote machine. Use the same configuration as the one created in your workstation in the first step.
Use Copy Settings and Load Settings buttons to make your life easier. They will help you to transfer settings between different ODBC data sources.If you chose Use connection string option, then you don't have to do anything. However, you still have to install ODBC PowerPack on the remote machine.
- Continue by opening UiPath Assistant and going to Preferences:
- Find Orchestrator Settings menu item and click it:
- And here even bigger fun begins! But fear not, all you have to do is open your web browser window with Client ID & Client secret we obtained in the previous step and simply copy and paste those values into UiPath Assistant. Also, don't forget to configure Orchestrator URL:
- Finally, we get rewarded for the hard work with the Connected as Unattended status:
Create and run UiPath process in Orchestrator
We are at the finish line! Let's create and run UiPath process. This will execute the package on your remote machine using the UiPath Assistant configured earlier.
- First of all, open UiPath Orchestrator from UiPath Automation Cloud console.
- Then proceed by going to Process in Shared folder:
- Continue by simply clicking on Add process button:
- Select the process package we created in UiPath Studio:
- Rest a while, and just hit Next, unless your package has requirements:
- Then simply hit Create button:
- But let's not stop here and Start the process by creating a job right away:
- Use the same Production runtime we created before and hit Start:
- We've reached the final step! In the CSV destination file or destination of your choice you should see Zendesk data:
Advanced topics
Create Custom Stored Procedure in ZappySys Driver
You can create procedures to encapsulate custom logic and then only pass handful parameters rather than long SQL to execute your API call.
Steps to create Custom Stored Procedure in ZappySys Driver. You can insert Placeholders anywhere inside Procedure Body. Read more about placeholders here
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Go to Custom Objects Tab and Click on Add button and Select Add Procedure:
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Enter the desired Procedure name and click on OK:
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Select the created Stored Procedure and write the your desired stored procedure and Save it and it will create the custom stored procedure in the ZappySys Driver:
Here is an example stored procedure for ZappySys Driver. You can insert Placeholders anywhere inside Procedure Body. Read more about placeholders here
CREATE PROCEDURE [usp_get_orders] @fromdate = '<<yyyy-MM-dd,FUN_TODAY>>' AS SELECT * FROM Orders where OrderDate >= '<@fromdate>';
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That's it now go to Preview Tab and Execute your Stored Procedure using Exec Command. In this example it will extract the orders from the date 1996-01-01:
Exec usp_get_orders '1996-01-01';
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Let's generate the SQL Server Query Code to make the API call using stored procedure. Go to Code Generator Tab, select language as SQL Server and click on Generate button the generate the code.
As we already created the linked server for this Data Source, in that you just need to copy the Select Query and need to use the linked server name which we have apply on the place of [MY_API_SERVICE] placeholder.
SELECT * FROM OPENQUERY([MY_API_SERVICE], 'EXEC usp_get_orders @fromdate=''1996-07-30''')
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Now go to SQL served and execute that query and it will make the API call using stored procedure and provide you the response.
Create Custom Virtual Table in ZappySys Driver
ZappySys API Drivers support flexible Query language so you can override Default Properties you configured on Data Source such as URL, Body. This way you don't have to create multiple Data Sources if you like to read data from multiple EndPoints. However not every application support supplying custom SQL to driver so you can only select Table from list returned from driver.
If you're dealing with Microsoft Access and need to import data from an SQL query, it's important to note that Access doesn't allow direct import of SQL queries. Instead, you can create custom objects (Virtual Tables) to handle the import process.
Many applications like MS Access, Informatica Designer wont give you option to specify custom SQL when you import Objects. In such case Virtual Table is very useful. You can create many Virtual Tables on the same Data Source (e.g. If you have 50 URLs with slight variations you can create virtual tables with just URL as Parameter setting.
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Go to Custom Objects Tab and Click on Add button and Select Add Table:
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Enter the desired Table name and click on OK:
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And it will open the New Query Window Click on Cancel to close that window and go to Custom Objects Tab.
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Select the created table, Select Text Type AS SQL and write the your desired SQL Query and Save it and it will create the custom table in the ZappySys Driver:
Here is an example SQL query for ZappySys Driver. You can insert Placeholders also. Read more about placeholders here
SELECT "ShipCountry", "OrderID", "CustomerID", "EmployeeID", "OrderDate", "RequiredDate", "ShippedDate", "ShipVia", "Freight", "ShipName", "ShipAddress", "ShipCity", "ShipRegion", "ShipPostalCode" FROM "Orders" Where "ShipCountry"='USA'
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That's it now go to Preview Tab and Execute your custom virtual table query. In this example it will extract the orders for the USA Shipping Country only:
SELECT * FROM "vt__usa_orders_only"
-
Let's generate the SQL Server Query Code to make the API call using stored procedure. Go to Code Generator Tab, select language as SQL Server and click on Generate button the generate the code.
As we already created the linked server for this Data Source, in that you just need to copy the Select Query and need to use the linked server name which we have apply on the place of [MY_API_SERVICE] placeholder.
SELECT * FROM OPENQUERY([MY_API_SERVICE], 'EXEC [usp_get_orders] ''1996-01-01''')
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Now go to SQL served and execute that query and it will make the API call using stored procedure and provide you the response.
Actions supported by Zendesk Connector
Zendesk Connector support following actions for REST API integration. If some actions are not listed below then you can easily edit Connector file and enhance out of the box functionality.Parameter | Description | ||||||||||||||||||||||||
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Sort By |
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Sort Order |
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Extra Columns to Include |
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External ID for Ticket |
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Records Per Page (Max 100) |
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Start Time (e.g. yyyy-MM-dd -OR- yyyy-MM-ddTHH:mm:ss) |
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Exclude Deleted |
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Page Size (Default 1000) |
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Start Time (e.g. yyyy-MM-dd -OR- yyyy-MM-ddTHH:mm:ss) |
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Exclude Deleted |
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Page Size (Default 1000) |
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Start Time (e.g. yyyy-MM-dd -OR- yyyy-MM-ddTHH:mm:ss) |
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Exclude Deleted |
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Page Size (Default 1000) |
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Start Time (e.g. yyyy-MM-dd -OR- yyyy-MM-ddTHH:mm:ss) |
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Parameter | Description | ||||||||||||||||||||||||||||||||||
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Start Time (e.g. yyyy-MM-dd -OR- yyyy-MM-ddTHH:mm:ss) |
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Exclude Deleted |
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Page Size (Default 1000) |
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Parameter | Description |
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Ticket ID(S) - Use Comma for multiple (e.g. 111,222) |
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Parameter | Description |
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User ID(S) - Use Comma for multiple (e.g. 111,222) |
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Parameter | Description |
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Organization ID(S) - Use Comma for multiple (e.g. 111,222) |
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Parameter | Description |
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Organization ID |
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Records Per Page (Max 100) |
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Parameter | Description |
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User ID |
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Records Per Page (Max 100) |
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Parameter | Description |
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User ID |
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Records Per Page (Max 100) |
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Parameter | Description |
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User ID |
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Records Per Page (Max 100) |
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Parameter | Description |
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Organization ID |
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Parameter | Description |
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Records Per Page (Max 100) |
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Parameter | Description |
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Parameter | Description | ||||||
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Ticket ID |
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Sort Order |
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Include inline images |
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Ticket ID |
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Sort Order |
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Include inline images |
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Since (ISO e.g. 2013-04-03T16:02:46Z) |
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activity_id |
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Search Criteria |
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Sort By |
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Sort Order |
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Extra Columns to Include |
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FilterType |
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Search Criteria |
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Parameter | Description | ||||||
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Filter |
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Parameter | Description |
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user_id |
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Parameter | Description | ||||||||||||
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Sort By |
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Sort Order |
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Status |
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Sort By |
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Sort Order |
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Search Criteria |
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Status |
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organization_id |
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cc_id |
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Parameter | Description |
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Attachment ID |
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Parameter | Description |
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Attachment ID |
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Parameter | Description |
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File Name |
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File Path (Local) |
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Token for exising Upload Session |
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Parameter | Description |
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Token for exising upload |
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Parameter | Description |
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Ticket ID(S) - Use Comma for multiple (e.g. 111,222) |
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Parameter | Description |
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Ticket ID to Update |
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Ticket ID for Delete |
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Role |
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permission_set |
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External ID for Ticket |
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Records Per Page (Max 100) |
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Records Per Page (Max 100) |
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User ID for Delete |
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id |
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Organization ID for Delete |
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id |
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Url |
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Body |
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IsMultiPart |
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Filter |
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Headers |
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Zendesk Connector Examples for UiPath Connection
This page offers a collection of SQL examples designed for seamless integration with the ZappySys API ODBC Driver under ODBC Data Source (36/64) or ZappySys Data Gateway, enhancing your ability to connect and interact with Prebuilt Connectors effectively.
Get all Tickets [Read more...]
Read all tickets from Zendesk
SELECT * FROM Tickets
Get Ticket information by ID(s) [Read more...]
Read multiple ticket information from Zendesk by ID(s)
SELECT * from get_tickets_by_ids
WITH(ticket_ids='104861,104860')
Get Single Ticket information by ID [Read more...]
SELECT * from Tickets
WHERE ID=104861
Get all tickets (incremental) modified after ceratin date/time [Read more...]
Read tickets modified after ceratin date/time. This is incremental data fetch. If you use this endpoint to read data and insert to destination like SSIS Upsert Destination (ZappySys Product) then make sure you do not select delete option in the target. Only choose Update + Insert for Incremental fetch.
SELECT * FROM get_tickets_incr
WITH(
start_time='2012-01-31T00:00:00' --modified after exact date / time (yyyy-MM-dd or yyyy-MM-ddTHH:mm:ss)
--start_time='yesterday' --modified after yesterday
--start_time='now-5h' --modified after current time minus 5 hours
--start_time='today-60s' --modified after today minus 60 seconds
--start_time='weekstart' --modified after weekstart
--start_time='monthstart-1d' --modified after month start minus 1 day
--start_time='yearstart-1d' --modified after year start minus 1 day
--start_time='yearstart+1d' --modified after year start plus 1 day
--start_time='yearend+1d' --modified after year end plus 1 day
)
Get all users (incremental) modified after ceratin date/time [Read more...]
Read users modified after ceratin date/time. This is incremental data fetch. If you use this endpoint to read data and insert to destination like SSIS Upsert Destination (ZappySys Product) then make sure you do not select delete option in the target. Only choose Update + Insert for Incremental fetch.
SELECT * FROM get_users_incr
WITH(
start_time='2012-01-31T00:00:00' --modified after exact date / time (yyyy-MM-dd or yyyy-MM-ddTHH:mm:ss)
--start_time='yesterday' --modified after yesterday
--start_time='now-5h' --modified after current time minus 5 hours
--start_time='today-60s' --modified after today minus 60 seconds
--start_time='weekstart' --modified after weekstart
--start_time='monthstart-1d' --modified after month start minus 1 day
--start_time='yearstart-1d' --modified after year start minus 1 day
--start_time='yearstart+1d' --modified after year start plus 1 day
--start_time='yearend+1d' --modified after year end plus 1 day
)
Get all organizations (incremental) modified after ceratin date/time [Read more...]
Read organizations modified after ceratin date/time. This is incremental data fetch. If you use this endpoint to read data and insert to destination like SSIS Upsert Destination (ZappySys Product) then make sure you do not select delete option in the target. Only choose Update + Insert for Incremental fetch.
SELECT * FROM get_organizations_incr
WITH(
start_time='2012-01-31T00:00:00' --modified after exact date / time (yyyy-MM-dd or yyyy-MM-ddTHH:mm:ss)
--start_time='yesterday' --modified after yesterday
--start_time='now-5h' --modified after current time minus 5 hours
--start_time='today-60s' --modified after today minus 60 seconds
--start_time='weekstart' --modified after weekstart
--start_time='monthstart-1d' --modified after month start minus 1 day
--start_time='yearstart-1d' --modified after year start minus 1 day
--start_time='yearstart+1d' --modified after year start plus 1 day
--start_time='yearend+1d' --modified after year end plus 1 day
)
Get all tickets for specific organization [Read more...]
Read tickets for a specified organization_id (company).
SELECT * FROM get_tickets_by_org
WITH(
organization_id='12'
)
Get all tickets for a specific user who requested ticket(s) [Read more...]
Read tickets for a specified user_id who is listed as requested by.
SELECT * FROM get_tickets_for_user_requested
WITH(
user_id='123'
)
Get all tickets for a specific user who is CCed on ticket(s) [Read more...]
Read tickets for a specified user_id who is listed as CC.
SELECT * FROM get_tickets_for_user_cced
WITH(
user_id='123'
)
Get all tickets for a specific user who is assigned to ticket(s) [Read more...]
Read tickets for a specified user_id who is assigned to ticket(s).
SELECT * FROM get_tickets_for_user_assigned
WITH(
user_id='123'
)
Get total tickets count [Read more...]
SELECT * FROM get_tickets_count
Get total tickets count for a specific organization [Read more...]
SELECT * FROM get_tickets_count_org
WITH(
organization_id='123'
)
Get all attachment urls for a specific ticket [Read more...]
SELECT * FROM get_ticket_attachments
WITH(
ticket_id='104351'
)
Get User(s) [Read more...]
SELECT * FROM Users --Where Id=1234
Get multiple users by ID(s) [Read more...]
Read multiple user information from Zendesk by ID(s)
SELECT * from get_users_by_ids
WITH(user_ids='1111,2222,3333')
Get Organization(s) [Read more...]
SELECT * FROM Organizations --Where Id=1234
Get multiple organizations by ID(s) [Read more...]
Read multiple organization information from Zendesk by ID(s)
SELECT * from get_organizations_by_ids
WITH(organization_ids='1111,2222,3333')
Create a new ticket [Read more...]
Use Tickets_Bulk instead of Tickets table if you like to multiple tickets at once. Tickets_Bulk table supports BULK operation (using SOURCE clause).
INSERT INTO Tickets(
subject
,status
,assignee_id
,comment_body_html --(for html body)
--,comment_body (for plain text)
,comment_public
,tags
,custom_fields)
VALUES(
'Test Ticket Subject - From email'
, 'new' --new, solved, closed
, 18590685428 --assign to agent id
, 'This is <b>html body</b>' --markup also supported
, 1 --1=public, 0=private
, '["tag1","tag2"]'
--below json can be obtained using select custom_fields from tickets where id=1234
, '[
{
"id": 56608448,
"value": "1122"
},
{
"id": 57385967,
"value": "ORD-12345"
}
]'
)
Create a new ticket (behalf of user) [Read more...]
This example creates ticket behalf of user (i.e. requester_email and requester_name) and if user is missing then creates a new user for supplied username and email. Use Tickets_Bulk instead of Tickets table if you like to multiple tickets at once. Tickets_Bulk table supports BULK operation (using SOURCE clause).
INSERT INTO Tickets(
subject
,status
,requester_email
,requester_name
,assignee_id
--,group_id --or assign to group
,comment_body_html --(for html body)
--,comment_body (for plain text)
,comment_public
,tags
,custom_fields)
VALUES(
'Test Ticket Subject - From email'
, 'new' --new, solved, closed
, 'fromsomeuser@abc.com' --from email
, 'Bob Smith' --submitter name needed if its new user
, 18590685428 --assign to agent id
--,123435454 --or use group id if not assignee
, 'This is <b>html body</b>' --markup also supported
--, 'This is plain text'
, 1 --1=public, 0=private
, '["tag1","tag2"]'
--below json can be obtained using select custom_fields from tickets where id=1234
, '[
{
"id": 56608448,
"value": "1122"
},
{
"id": 57385967,
"value": "ORD-12345"
}
]'
)
BULK Create tickets (BULK read / write from external source) [Read more...]
This examples shows how to use SOURCE clause to read data from MS SQL Server (or other external system) and send data to Zendesk using Bulk API
INSERT INTO Tickets_BULK
SOURCE(
'MSSQL' --ODBC or OLEDB
,'Data Source=localhost;Initial Catalog=Test;Integrated Security=true'
,'select ''Test Subject#1'' as subject,''new'' as status,''this is description#1'' as comment_body from Projects'
)
Delete a ticket by Id [Read more...]
DELETE FROM Tickets WHERE Id=111
Delete multiple by tickets by Id list - BULK (comma seperated - max 100 ids) [Read more...]
DELETE FROM Tickets_Bulk WHERE [$$ticket_ids]='111,222,333'
Update ticket by Id [Read more...]
Update Tickets
SET subject='Test ticket subject'
, tags='["tag1","tag2"]'
--, additional_tags ='["tag1","tag2"]' --tags you like to remove
--, remove tags='["tag1","tag2"]'
, status='pending' --new, solved, closed
--below json can be obtained using select custom_fields from tickets where id=1234
, custom_fields='[
{
"id": 10000,
"value": "some value for prop1"
},
{
"id": 10001,
"value": "some value for prop2"
}
]'
Where Id = 1234
Update exising ticket with private comment [Read more...]
Update Tickets
SET comment_body='Closing this ticket'
, comment_public = 0 --or 1
, status='solved' --pending, new, closed
--, comment_body_html='Closing <b>this</b> ticket'
--, comment_author_id=123545
Where Id = 1234
Update exising ticket with HTML body [Read more...]
Update Tickets
SET comment_body_html='Closing <b>this</b> ticket'
, status='solved' --pending, new, closed
--, comment_author_id=123545
--, comment_public = 0 --or 1
Where Id = 1234
Update ticket with Add or remove tags [Read more...]
Update ticket with Add new tags or remove tags. Adding / removing tags available via special field names only in BULK mode so you must use Tickets_BULK table.
Update Tickets_Bulk
SET subject='New subject'
, additional_tags ='["new-tag1","new-tag2"]' --//add some tags
--, remove_tags='["old-tag1","old-tag2"]' --//removes some tags
--, tags='["tag1","tag2"]' --//overwrite all tags
, status='pending' --new, solved, closed
Where Id = 1234
Update multiple tickets - (BULK read / write from external source) [Read more...]
This examples shows how to perform bulk update using SOURCE clause. It reads data from external system (in this example MS SQL Server) and sends data to Zendesk using Bulk API
UPDATE Tickets_BULK
SOURCE(
'MSSQL' --ODBC or OLEDB
,'Data Source=localhost;Initial Catalog=Test;Integrated Security=true'
,'select 104897 as Id, ''Test Subject#1-updated-bulk-demo'' as subject,''new'' as status
UNION
select 104898 as Id, ''Test Subject#2-updated-bulk-demo'' as subject,''new'' as status'
)
Delete multiple tickets - (BULK read / write from external source) [Read more...]
This examples shows how to perform bulk delete using SOURCE clause. It reads data from external system (in this example MS SQL Server) and sends data to Zendesk using Bulk API
DELETE FROM Tickets_BULK
SOURCE(
'MSSQL' --ODBC or OLEDB
,'Data Source=localhost;Initial Catalog=Test;Integrated Security=true'
,'select 104897 as Id
UNION
select 104898 as Id'
)
Create a new ticket using Raw JSON Body approach [Read more...]
INSERT INTO Tickets(_rawdoc_)
VALUES(
'{
"subject": "Test ticket #1",
"comment": {
"body": "Test ticket #1"
},
"priority": "urgent"
}'
)
Update an existing ticket using Raw JSON Body approach [Read more...]
UPDATE Tickets
SET _rawdoc_ =
'{
"subject": "Test ticket #1",
"comment": {
"body": "Test ticket #1"
},
"priority": "urgent"
}'
WHERE Id=1234
Create multiple ticket(s) using a RAW JSON body (single or multiple) [Read more...]
INSERT INTO Tickets_Bulk(_rawdoc_)
VALUES(
'[
{
"subject": "Test ticket #1",
"comment": {
"body": "Test ticket #1"
},
"priority": "urgent"
},
{
"subject": "Test ticket #2",
"comment": {
"body": "This is a comment for #2"
},
"priority": "normal"
}
]'
)
Create User [Read more...]
Create a new user for specified email id and other information. If user with same email exists then call fails.
INSERT INTO Users
(
name
,email
,organization_id
,phone
,default_group_id
,locale
,moderator
,skip_verify_email
,only_private_comments
,signature
,tags
,time_zone
,role
,external_id
,alias
,details
,notes
,remote_photo_url
,user_fields
)
VALUES(
'Bob Walton'
,'bob@abc.com'
,5397098432795
,'111-222-3333'
,114094762733
,'en-US'
,'false'
,'true' --true=do not send verify account email
,1 --user can put only private comments
,'Best regards, Support Team' --Only agents and admins can have signatures
,'["paid","trial","solved"]'
,'America/New_York'
,'end-user' --agent or admin
,'zcrm_1558554000052161270'
,'some alias'
,'some details'
,'some notes'
,'https://zappysys.com/wp-content/uploads/2021/10/Slider-API-Hub-1.png' --this does not work in INSERT (works only in UPDATE/UPSERT for now)
,'{"birthdate": "1981-01-23", "gender": "M"}'
)
Update User [Read more...]
UPDATE Users
SET name='Sam Walton'
,email='sam@abc.com'
,organization_id=5397098432795
,phone='111-222-3333'
,default_group_id=114094762733
,locale='en-US'
,skip_verify_email='true' --do not send verify account email
,moderator='false'
,only_private_comments=1 --user can put only private comments
,signature='Best regards, Support Team' --Only agents and admins can have signatures
,tags='["paid","trial","solved"]'
,time_zone='America/New_York'
,role='end-user'
,external_id='zcrm_1558554000052161269'
,alias='some alias'
,details='some details'
,notes='some notes'
,remote_photo_url='https://zappysys.com/wp-content/uploads/2021/10/Slider-API-Hub-1.png'
,user_fields='{"birthdate": "1981-01-23", "gender": "M"}'
Where id=21811221397915
Upsert User (Create or Update) [Read more...]
Creates a user if the user does not already exist, or updates an existing user identified by e-mail address or external ID.
INSERT INTO Users
(
name
,email
,organization_id
,phone
,default_group_id
,locale
,moderator
,skip_verify_email
,only_private_comments
,signature
,tags
,time_zone
,role
,external_id
,alias
,details
,notes
,remote_photo_url
,user_fields
)
VALUES(
'Bob Walton'
,'bob@abc.com'
,5397098432795
,'111-222-3333'
,114094762733
,'en-US'
,'false'
,'true' --true=do not send verify account email
,1 --user can put only private comments
,'Best regards, Support Team' --Only agents and admins can have signatures
,'["paid","trial","solved"]'
,'America/New_York'
,'end-user' --agent or admin
,'zcrm_1558554000052161270'
,'some alias'
,'some details'
,'some notes'
,'https://zappysys.com/wp-content/uploads/2021/10/Slider-API-Hub-1.png' --this does not work in INSERT (works only in UPDATE/UPSERT for now)
,'{"birthdate": "1981-01-23", "gender": "M"}'
)
Delete User [Read more...]
DELETE FROM Users Where id=21855694556443 --it doesnt delete user from system but only changes active flag
Search for user with email id [Read more...]
SELECT *
FROM get_search
WITH(
query='type:user email:bob@abc.com'
)
Create Organization [Read more...]
Create a new organization for specified email id and other information. If organization with same email exists then call fails.
INSERT INTO Organizations
(
name
,external_id
,group_id
,tags
,details
,notes
,organization_fields
,domain_names
,shared_tickets
,shared_comments
)
VALUES(
'Abc Inc'
,'zcrm_1558554000052161270' --external_id
,114094762733
,'["paid","trial","solved"]'
,'some details'
,'some notes'
,'{"startdate": "1981-01-23", "revenue": 12000000.50, "somenumber": 1235678}'
,'["aaa.com", "bbb.com"]'
,'false'
,'false'
)
Update Organization [Read more...]
UPDATE Organizations
SET name='Abc Inc'
,external_id='zcrm_1558554000052161270'
,group_id=114094762733
,tags='["paid","trial","solved"]'
,details='some details'
,notes='some notes'
,organization_fields='{"startdate": "1981-01-23", "revenue": 12000000.50, "somenumber": 1235678}'
,domain_names='["aaa.com", "bbb.com"]'
,shared_tickets='false'
,shared_comments='false'
Where id=21863188631451
Upsert Organization (Create or Update) [Read more...]
Creates an organization if the organization does not already exist, or updates an existing organization identified by e-mail address or external ID.
UPSERT INTO Organizations
(
name
--id or external_id can be supplied for UPSERT
,id
--or--
,external_id
,group_id
,tags
,details
,notes
,organization_fields
,domain_names
,shared_tickets
,shared_comments
)
VALUES(
'Abc Inc'
,1234567 --id
--or--
,'zcrm_1558554000052161270' --external_id
,114094762733
,'["paid","trial","solved"]'
,'some details'
,'some notes'
,'{"startdate": "1981-01-23", "revenue": 12000000.50, "somenumber": 1235678}'
,'["aaa.com", "bbb.com"]'
,'false'
,'false'
)
Delete Organization [Read more...]
DELETE FROM Organizations Where id=21855694556443
Search records using query expression (tickets, organization, users) [Read more...]
SELECT *
FROM get_search --limited to 1000 rows max
--OR
--FROM get_search_export --returns more than 1000 rows but no sorting or extra column allowed
WITH(
filtertype='', --can be ticket, organization, user, group. If you set here then no need to put in query (e.g. query='type:ticket ...'). This option is ignored for get_search_Export.
,sort_by='updated_at' --created_at, status, priority, ticket_type. This option is ignored for get_search_Export.
,sort_order='asc' --desc (not valid for get_search_export). This option is ignored for get_search_Export.
--read this for more information
--https://support.zendesk.com/hc/en-us/articles/4408883318554-Searching-users-groups-and-organizations
--https://support.zendesk.com/hc/en-us/articles/4408886879258-Zendesk-Support-search-reference#topic_crj_yev_uc
--https://support.zendesk.com/hc/en-us/articles/4408882086298-Searching-tickets
,query='type:ticket subject:"Upsert Destination"' --search tickets where subject contains phrase "Upsert Destination" (special characters like comma / dash etc ignored in match)
--,query='type:ticket 519872' --search ticket with id 519872
--,query='type:ticket tags:solved,odbc_powerpack updated>1months' --search tickets where two tags set solved,odbc_powerpack and updated in last one month
--,query='type:ticket -tags:odbc_powerpack updated>1months' --search tickets where where tags not like odbc_powerpack and updated in last one month
--,query='type:ticket status<solved created>1months' --search tickets with status not solved and created in last one month
--,query='type:ticket created:2014-08-01' --search tickets created on 2014-08-01 (UTC)
--,query='type:ticket created>2014-08-01T10:30:00Z created<2014-08-01T12:00:00Z' --search tickets created between two datetime (UTC time)
--,query='type:ticket requester:amy@mondocam.com' --search tickets where requester is amy@mondocam.com
--,query='type:ticket description:defective' --search tickets where decription contains word "defective"
--,query='type:ticket description:"product is defective"' --search tickets where decription contains phrase "product is defective"
--,query='type:ticket priority>low' --search tickets where priority greater than low (e.g. medium or high)"
--,query='ZappySys' --phrase match (no type): anywhere in ticket / organization / user contains ZappySys word - If filtertype parameter supplied then only those type included
--,query='ZappySys*' --phrase match (no type): wildcard usage
--,query='type:user "ZappySys"' --search users with term "ZappySys" anywhere in text properties
--,query='type:user email:"@zappysys"' --search users with term "@ZappySys.com" in email field
--,query='type:user name:"zappysys"' --search users with term "ZappySys" in name field
--,query='type:user details:"zappysys"' --search users with term "ZappySys" in details field
--,query='type:organization "ZappySys LLC"' --phrase match: organization name contains ZappySys LLC
)
Bulk Import Mode for Users or Organizations [Read more...]
This example shows how to upsert in bulk mode from external data and import into Zendesk. We used Microsoft SQL Server as source system in below example with static value query (just one row) but it can be any number of rows.
UPSERT INTO Organizations
SOURCE('MSSQL' --ODBC
, 'Data Source=localhost;Initial Catalog=test;Integrated Security=true'
--For bulk input, map columns in External Query (Must use alias column name to match INSERT command Input Column names - see help file)
--If parameter value not same for all input rows then you can prefix some column with $$ to map as parameter (i.e. $$MyParam1)
--'ODBC', 'Driver={ZappySys CSV Driver};DataPath=C:\AccountsToInsert.csv'
--'ODBC', 'DSN=MyDSN'
--'OLEDB', 'Provider=SQLNCLI11;Server=localhost,1433;Database=tempdb;Trusted_Connection=yes;'
, 'select
21863188631451 as id
, ''Abc Inc'' as name
,''zcrm_1558554000052161270'' as external_id
,114094762733 as group_id
,''["paid","trial","solved"]'' as tags
,''some details'' as details
,''some notes'' as notes
,''{"startdate": "1981-01-23", "revenue": 12000000.50, "somenumber": 1235678}'' as organization_fields
,''["aaa.com", "bbb.com"]'' domain_names
,''false'' as shared_tickets
,''false'' as shared_comments
')
Conclusion
In this article we discussed how to connect to Zendesk in UiPath and integrate data without any coding. Click here to Download Zendesk Connector for UiPath and try yourself see how easy it is. If you still have any question(s) then ask here or simply click on live chat icon below and ask our expert (see bottom-right corner of this page).
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