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.
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:
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 Create Webhook
Create a trigger via Objects and Rules(in the side menu). Under Business Rules, click Triggers. Then click Add Trigger.
Name the trigger Resolve Textline Conversation.
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"
Select Notify Target for the Action with the target 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}}"}Click Save
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:
