Zendesk Support: Assign Ticket Trigger

In order 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 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 Zendesk triggers to sync solving tickets/conversation and 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. (If you have the send a text trigger set up, skip to step 2). 
    • Click on the Admin gear to the left.
    • Under Settings at the bottom of the list, click Extensions
    • In Extensions, click Add Target
    • Select HTTP target
    • Enter a title to indicate the trigger: Send text message
    • Type in the following url: https://application.textline.com/api/conversations.json, and the Method is POST, and Content Type is JSON
    • Image_10-18-2021_at_5.50_PM.jpg
    • Click on the dropdown and select Create Target and then click Submit
  2. In the side menu, under Business Rules, click Triggers. Then click Add Trigger.
  3. Name the trigger Assign Textline Conversation.
  4. 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
  5. Select Notify Target for the Action with the target that was created in the first step Send Text Message and the JSON body 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 below.
    {

    "access_token": "YOUR_ACCESS_TOKEN",

       "phone_number": "{{ticket.requester.phone}}",

       "zendesk_ticket_id": "{{ticket.id}}",

       "integrations": {"zendesk": {"trigger": false}},

       "assignee": "{{ticket.assignee.email}}"

    }
  6. Click Save
  7. 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: