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Zendesk and Moxo

Moxo’s Zendesk automation creates and updates tickets with key details when actions are completed in workflows. Tickets can be dynamically modified with status updates, comments, and file attachments, keeping teams up-to-date with accurate information across platforms. The integration streamlines ticket management, ensures data synchronization, and increases customer support efficiency with faster resolutions.

 

Adding a Zendesk Automation to a Flow Template or Instant Flow

  1. Navigate to the step in the Flow Builder where the automation should be placed.
  2. Drag and drop Automation from the left-hand panel under Control, or click the ‘+’ button between steps and select Automation.



 

Adding a Zendesk Automation to a Live Flow

  1. Navigate to the desired Flow Workspace.
  2. Click the '...' ellipsis icon.


     
  3. Select + Add New Action from the dropdown menu.
  4. Scroll down to choose Automations under Control.

  5. Locate the step where automation is required and click + Add Here.

 

Configuring the Zendesk Automation


 

Step 1: Set Up App and Event

  1. In the automation setup panel, select Zendesk as the application.


     
  2. Choose one of the following events:
    • Create Ticket
    • Update Ticket Status
    • Add Comment to Ticket
    • Attach File to Ticket

 

Step 2: Account Setup

  1. Click Choose to select a Zendesk account that you've already connected to Moxo.
  2. If no account is linked, click + Connect a New Account to authenticate a new Zendesk account.


     
  3. Once connected, click Next to proceed.

 

Step 3: Add Input Details

Depending on the selected event, fill in the required fields. Leverage DDR (Dynamic Data Reference) wherever applicable by clicking the '{.}' autofill icon to pull data from the workspace, and from prior actions and automations.

If you choose Create Ticket:

  1. Fill in the following details:
    • Subject*: Enter the ticket subject.
    • Assignee Email: Specify the email of the assignee.
    • Requester Email: Enter the requester's email.
    • Description*: Add a detailed description of the ticket.
    • Status: Select the ticket status from the dropdown menu.
    • Tags: Add relevant tags from the given options.
    • Attachment: Upload an attachment from previous actions if needed.

  2. Once filled, click Next, review the configuration, and then Add Automation to save.

 

If you choose Update Ticket Status:

  1. Fill in the following details:
    • Ticket ID*: Enter the specific Ticket ID. You can use DDR to reference the Workspace Variable for the Ticket ID created in a prior Zendesk automation.
    • Status*: Select the status from the dropdown.


       
  2. Once completed, click Next, review the configuration, and then Add Automation to save.

 

If you choose Add Comment to Ticket:

  1. Fill in the following details:
    • Ticket ID*: Enter the Ticket ID. You can use DDR to reference the Workspace Variable for the Ticket ID created in a prior Zendesk automation.
    • Comment*: Provide the comment to be added to the ticket.

        
  2. Once filled, click Next, review the configuration, and then Add Automation to save.

 

If you choose Attach File to Ticket:

  1. Fill in the following details:
    • Ticket ID*: Enter the Ticket ID. You can use DDR to reference this Workspace Variable from the previous Zendesk automation.
    • Attachment*: Select the file from the previous actions to be attached.


       
  2. Once selected, click Next, review the configuration, and then click Add Automation to save.

 

Editing an Automation in a Flow Template or Live Flow

  1. Hover over the automation step you want to modify.
  2. Click the Edit icon.


     
  3. Modify settings such as the app, event, account type, or input fields as needed.
  4. Click Save Changes to apply your edits.
  5. Click the Delete icon if you wish to delete the automation.

 

Automations can only be edited in a saved Flow and Action Templates or live Flow Workspaces where the automation is not yet triggered. Once the automation step is completed, it cannot be reopened or edited further.

 

Mapping Automations and Events in a Flow

Once a Flow is initiated, click on the '...' ellipsis icon next to the Flow Workspace name and select Automations & Events. 

Here, you can view all upcoming and completed automations and events.

 

Mapping the Trigger in the Third-Party Application

Triggers created in third-party applications can be viewed by both internal users and clients.

To verify this:

  1. Go to the third-party platform.
  2. Based on the input provided within the Flow, an event will be triggered in the relevant section.
  3. For example, if you select “Create a Ticket" as an event in the Moxo automation, it will appear in the “Tickets” section of Zendesk. It will reflect all the input details such as subject, assignee email, requester email, description, status, etc based on your event selection.