To have the Textline conversation assigned to the same user the Zendesk ticket has been assigned to, you’ll need to add a new trigger in Zendesk. These changes will sync Textline and Zendesk assignments, as long as the Agents use the exact same email addresses in each tool. This prevents having to toggle between both platforms to perform this action.
We also have a help center article on how to set up Zendesk triggers to sync solving tickets/conversation so that you can send Textline messages via the Zendesk UI.
Set Up
To begin creating this trigger, navigate to the Settings section in Zendesk.
(If you have the send a text or resolve a ticket trigger set up, skip to step 2).
Navigate to Webhooks admin by clicking into Admin (Gear icon), then Apps and Integrations, then Webhooks (under Webhooks in the side menu).
Click Create Webhook at the top right
Select Trigger or Automation
Under Add Details type in the following information:
Name: Textline - Zendesk Webhook
Description: An API call to assign Textline to perform an action based on a Zendesk Trigger
Endpoint URL: https://application.textline.com/api/conversations.json
Request Method: POST
Request format: JSON
Authentication: None
Click on Create Webhook to the bottom right
After creating the webhook, on the side menu, under Objects and Rules and then Business Rules, click Triggers. Then click Add Trigger.
Name the trigger Assign Textline Conversation.
Under MEET ALL of the following conditions, click ADD Condition and set the following parameters:
Assignee changed
Tags contain at least one of the following "textline"
Status less than Solved
Under the Actions section, select Other and then Notify by -> Webhook. A second dropdown will appear and you will select the webhook Send Text Message. In the new JSON Body field you will want to add the code below. Of importance is that you replace the token, "YOUR_ACCESS_TOKEN" with an access token from your account. To find the access token see the section below.
{ "access_token": "YOUR_ACCESS_TOKEN"
,"phone_number": "{{ticket.requester.phone}}"
,"zendesk_ticket_id": "{{ticket.id}}"
,"integrations": {"zendesk": {"trigger": false}}
,"assignee": "{{ticket.assignee.email}}"}Click Create
You’re all set!
Access Token
To find the access token to use in the JSON Body above, head to your Textline account, click on Tools and Integrations, and then Developer API. You will find the access token within the API Credentials section:
