Zendesk

These action snippets let you send comments made on a Jira ticket to its linked Zendesk tickets. You can also send individual comments on a Zendesk ticket.

Configure Zendesk in Spot Connect

1. In Zendesk, create an API token.
2. In the Spot Console, go to Connect > Settings > Integrations.
3. Click Zendesk > Add Integration.
4. Enter the email associated with your Zendesk account.
5. Paste the Zendesk API token.
6. Enter your Zendesk subdomain name.
7. Click Add Instance.

Integration Action: Get Comment from Jira Payload

1. In Jira, create an action for any new comment posted in any Jira ticket:

   • The first node in the action needs to be All comment to ticket.

   • The second node in the action needs to be Send web request. The HTTP method needs to be POST and the Web request body needs to be Custom data with this code:

     {
      "comment_body": "{{comment.body.jsonEncode}}",
      "author_name": "{{comment.author.displayName}}",
      "linked_zendesk_ids": "{{issue.customfield_IDVALUEHERE}}",
        "jira_id": "{{issue.key}}"
      }

   • In the Spot console, copy the Webhook API key value and workflow webhook URL and paste in the Jira node.

2. In the Spot console, select Connect > Workflows.

3. Go to Templates and search for Update Zendesk Tickets with Comment from Linked Jira Issue.

4. Click and select Duplicate.

5. Enter a name for the workflow and click Duplicate Workflow.

6. Click the Generic Webhook node to open the right panel.

7. In the Webhook API Key Name, select the API key you created earlier.

8. Enter the Webhook API Key Value and the Workflow Webhook URL.

9. Click the Zendesk Update Tickets with Comment node.

10. Select the Zendesk Instance and Jira Instance.

11. Click Save.

Input

Parameter	Description	Required
Zendesk Instance	Select Zendesk Instance to post comment to	Required
Type of Comment Input - Get comment from JIRA payload	Get payload directly from Jira	Required
Comment Payload	Get payload from Jira webhook response	Required
Jira Instance	Select Jira instance	Required

Output

Parameter	Type	Description
zendesk_ticket_ids	StringList	Comments posted to Zendesk tickets linked to Jira ticket
comment_posted	String	The “Comment” which was posted in Jira ticket will be sent to linked Zendesk tickets
response	String	Zendesk post comment API response.
execution_status	String	Status of run (for example, S_OK, E_FAIL)

Integration Action: Add a Comment to Zendesk Tickets

1. In the Spot console, select Connect > Workflows.
2. Click New Workflow > Manual.
3. Enter a name for the workflow and click Create Workflow.
4. Add Zendesk Update Tickets with Comment action.
5. Select the Zendesk Instance, Zendesk Ticket IDs, the Type of Comment Input: Add Single Comment, and the comment.
6. Click Save.

Input

Parameter	Description	Required
Zendesk Instance	Select Zendesk Instance to post comment to	Required
Zendesk Ticket Id	Zendesk Ticket Ids to post comment to. ex - 123	Required
Type of Comment Input - Add Single Comment	Single comment to post in Zendesk tickets	Required
Comment	Add comment to post to Zendesk ticket	Required

Output

Parameter	Type	Description
zendesk_ticket_ids	StringList	Comments posted to Zendesk tickets
comment_posted	String	The “Comment” which was posted in Zendesk tickets
response	String	Zendesk post comment API response.
execution_status	String	Status of run (for example, S_OK, E_FAIL)