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Zendesk Events

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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.

Setting up a Zendesk Event

  1. Navigate to the Workflows tab of a survey, or the global Workflows page.
    choosing create a new workflow and then event based
  2. Click Create a workflow.
  3. Select Event-based.
  4. Choose the Zendesk event.
    choosing the zendesk event
  5. Select Zendesk Event.
    choosing zendesk event
  6. Click Next.
  7. 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.
    selecting a Zendesk account, or adding a new one
  8. If you need to add a new Zendesk account, click Add user account.
    Qtip: When adding the account, give your account a name and then enter your username and password. The name is for organizational purposes so you can identify the account in your credentials list.
  9. Click Next.
  10. Enter your Zendesk subdomain.
    entering the subdomain and clicking verify
  11. Click Verify.
  12. Expand the Fields section and review the available fields that will be passed from Zendesk. These fields can be used in conditions and subsequent workflow tasks.
    reviewing the fields, and then choosing the zendesk ticket changes to monitor

    Qtip: You cannot modify the fields that appear here.
  13. Choose the ticket events that you want to 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
  14. 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.
    creating a condition, then saving

    Qtip: These conditions are conditions from Zendesk being set up within the task.
  15. When finished, click Save.
    Attention: Once the event is saved, it cannot be edited. If you need to change your Zendesk event, you will need to build a new workflow.
  16. 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.an example condition when the multiline field isn't equal to no
  17. 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.”
  1. Choose a Ticket Field for the condition. This is a field from the Zendesk ticket. You may choose one of the following fields:
    choosing a field to base the condition on

    • Requester ID
    • Assignee ID
    • Group ID
    • Organization ID
    • Subject
    • Current Tags
    • Ticket Share Channel
    • Status
    • Type
    • Priority
  2. Choose the Operator or how the ticket’s value should be evaluated. Your options depend on the field that you selected earlier.
    choosing the operator for the zendesk event condition

    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.
  3. Next, choose the Comparator or the ticket value to be compared against. Your options will depend on both the selected field and operator.choosing a comparator for the condition
  4. If needed, you can add multiple conditions to your event for more complex workflows. Click the three dot menu at either the top of the conditions, or to the right of an individual condition. You can then add another condition, or a condition set.adding a new condition
  5. If you’ve added multiple conditions, you need to determine if ALL or ANY of the conditions need to be true. See All vs. Any for an in-depth explanation.
    choosing all or any for multiple conditions

    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.
a condition at the bottom of the event

FAQs