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Zendesk Support: Resolve Trigger
Zendesk Support: Resolve Trigger
Jenny avatar
Written by Jenny
Updated over a week ago

To resolve a Textline conversation after solving the corresponding Zendesk ticket, you’ll need to add and update triggers in Zendesk. These changes will sync Textline and Zendesk resolutions so that if you were to solve a ticket in Zendesk, the corresponding conversation in Textline would be marked as resolved as well. This helps with not having to toggle between both platforms to perform this action.

We also have a help center article on how to set up a Zendesk trigger 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.

  1. Just like in the send a text or assign a ticket triggers (skip to the next step if you have already created one of those):

    • 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:

  • Click Create Webhook

  1. Create a trigger via Objects and Rules(in the side menu). Under Business Rules, click Triggers. Then click Add Trigger.

  2. Name the trigger Resolve Textline Conversation.

  3. Under MEET ALL of the following conditions, click ADD Condition and set the following parameters:

    • Status changed to solved

    • Tag contain at least one of the following "textline"

  4. Select Notify by -> Webhook for the Action with the webhook that was created in the first step Resolve Textline Conversation and the following JSON body:

    { "access_token": "YOUR_ACCESS_TOKEN"
    ,"phone_number": "{{ticket.requester.phone}}"
    ,"zendesk_ticket_id": "{{ticket.id}}"
    ,"integrations": {"zendesk": {"trigger": false}}
    ,"creator": "{{current_user.email}}"}
  5. Click Save

  6. You’re all set!

“YOUR_ACCESS_TOKEN” can be found in your Textline account. To find your access token, go to your Textline account and go to your Tools and Integrations section:

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