Zendesk Event
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About Zendesk Events
Zendesk events allow you to begin a workflow in Qualtrics based on events in Zendesk. This includes when a ticket requester or assignee is changed, or when a ticket field is modified. You can then use the data passed from Zendesk in subsequent workflow tasks.
Qtip: With Zendesk events, no additional configuration is necessary on the Zendesk side.
Setting up a Zendesk Event
Navigate to the Workflows tab of a project, or the stand-alone Workflows page.
Click Create a workflow.
Select Started when an event is received.
Choose the Zendesk event.
Choose the Zendesk account to use. Your options include any Zendesk accounts you’ve previously connected to Qualtrics in addition to any brandwide accounts added by your Brand Administrator.
If you need to add a new Zendesk account, click Add user account.
Qtip: You can connect to Zendesk via OAuth or with an API token. Visit the linked sections for step-by-step instructions.
Click Next.
Enter your Zendesk subdomain.
Click Verify.
Click Select fields to select the fields that will be passed from Zendesk. These fields can be used in conditions and subsequent workflow tasks. You may choose multiple or Select all.
Qtip: You cannot modify the fields that appear here.
Click Select triggers to select which ticket events will trigger the workflow. You may choose multiple. Your options include:
- Select All: Selects all of the ticket events.
- Requester ID Change
- Assignee ID Change
- Organization ID Change
- Status Change
- Type Change
- Priority Change
- Group ID Change
If desired, build conditions for your Zendesk event. These conditions determine the criteria in Zendesk for the event to trigger. See Building Zendesk Conditions for more information.
Qtip: These conditions are conditions from Zendesk being set up within the task.
When finished, click Save.
If desired, click the plus sign ( + ) and then Conditions to add conditions to your workflow.
Qtip: These conditions are separate from the conditions you set up in your event. You may base your conditions here on your previous ticket fields that are listed in step 12.
Example: In this example, we have a condition for the ticket field “multiline” is not equal to “no”. This field is a custom field that can’t be used in the event conditions, but can be used in the conditions outside the event.
Click the plus sign and then Task and choose the task that you want to happen in your workflow. See Defining Tasks for more information.
Building Zendesk Conditions
When setting up your Zendesk event, you can set conditions that determine when the event triggers. These conditions are represent conditions within Zendesk.
Example: Let’s say your Zendesk event is set up to trigger for ticket status changes. However, you don’t want the event to trigger for every ticket status change; you only want it to trigger when the status is changed to closed. You can set up conditions to trigger when “Status” “is” “closed.”
- Requester ID
- Assignee ID
- Group ID
- Organization ID
- Subject
- Current Tags
- Ticket Share Channel
- Status
- Type
- Priority
Qtip: The “value” operator corresponds to “changed to” meaning it only looks at the ticket’s new value. For example, if your condition is “status value closed” then the event will trigger if a ticket’s status is changed to closed.
Qtip: If you’ve added condition sets, each condition set will have its own all/any option for you to choose.
Example: Let’s break down the example from earlier. The condition’s ticket field is “Status” since we want to trigger based on the ticket status. Our operator is “is” since we only want tickets with one specific value. Our comparator is “closed” since that’s the status we’re interested in.
Setting up an OAuth Connection
Attention: Effective January 12, 2026, Zendesk no longer supports basic authentication (with a username and password). Instead, you can integrate with Zendesk either via a token connection or OAuth.
OAuth connections allow you to connect you Qualtrics account to other instanced platforms, such as Zendesk, without directly providing your username and password.
Steps in Zendesk
Qtip: You must be logged into Zendesk as an administrator to have access to the OAuth functionality.
https://<DATACENTER>.qualtrics.com/oauth-client-service/redirect
https://<BRANDNAME>.qualtrics.com/oauth-client-service/redirect
Qtip: The secret is generated when you save your connection. The client ID is the Unique Identifier on the configuration.
Steps in Qualtrics
Navigate to Admin.
Click Extensions.
Select the Zendesk extension.
Click Add Account.
Enter an internal name for the extension.
Choose OAuth for the connection type.
Enter the client ID and secret.
Enter the token endpoint: https://{subdomain}.zendesk.com/oauth/tokens
Enter the authorization endpoint: https://{subdomain}.zendesk.com/oauth/authorizations/new
Add read write to the scopes.
Click Connect Account.
Setting up a Token Connection
Attention: Effective January 12, 2026, Zendesk no longer supports basic authentication (with a username and password). Instead, you can integrate with Zendesk either via a token connection or OAuth.
Follow these steps to connect to Zendesk with your Zendesk API token.
Generate an API token in Zendesk’s Admin Center. See this Zendesk support page for more information.
In Qualtrics, navigate to the Extensions section of the Admin page.
Select the Zendesk extension.
Click Add an account.
Name your account so you can identify it later.
Select Basic as the connection type.
For the Username, enter the email associated with your Zendesk account, with “/token” appended to the end of it.
Example: If my email is barnaby@qualtrics.com, then I would enter barnaby@qualtrics.com/token.
For the Password, enter the API token you generated in Zendesk.
Click Connect Account.
FAQs
Do I have access to all extensions available through the Workflows templates?
Do I have access to all extensions available through the Workflows templates?
Is there a link to all Workflows events and tasks?
Is there a link to all Workflows events and tasks?
What are Workflows templates?
What are Workflows templates?
What are workflows? / Where are actions?
What are workflows? / Where are actions?
There are no changes to workflow functionality as part of this update.
That's great! Thank you for your feedback!
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