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Zendesk automation with Bizomate

A ticket gets opened either way; the work around it — telling the account manager, logging the refund, following up once it is solved — is what slips. Bizomate creates and updates tickets, replies, adds notes and tags, applies your macros, and starts a workflow the moment a ticket is opened, changed or solved. Every run leaves a record of what it did to which ticket.

Start free See the templates

◇ Publishing a workflow that uses it asks for a paid plan. Build and test on any plan.

At a glance

Label	Value
Plans	◇ Paid plans — on Free you can build and test; publishing needs a paid plan
Connect	Site address, email and API token
Starts runs	Instantly — or every 5 minutes without webhooks or an admin's token
Kind	Connected app · Support

What can start a workflow

New ticket ◇
When a ticket is created

In every group, or one. Set up with Zendesk when you publish: a webhook and a Zendesk trigger, which need an admin's API token and a Zendesk plan with webhooks.

Ticket updated ◇
When a ticket changes — a reply, a note, any field

A reply, a note or any field. A step in the same workflow that changes the ticket starts it again, so add a condition. Set up with Zendesk when you publish.

Ticket solved ◇
When a ticket's status changes to Solved

When the status changes to Solved. Set up with Zendesk when you publish.

New ticket (checked every 5 minutes) ◇
When a ticket is created — checked every 5 minutes

For when New ticket cannot be set up: your Zendesk plan has no webhooks, or the token is not an admin's. Checked every 5 minutes.

Ticket updated (checked every 5 minutes) ◇
When a ticket changes — checked every 5 minutes

Several changes between two checks start one run. Checked every 5 minutes.

Ticket solved (checked every 5 minutes) ◇
When a ticket is solved — checked every 5 minutes

Checked every 5 minutes.

What a workflow can do with it

Create a ticket ◇
Opens a ticket for a customer, with the fields you fill in

The first comment public or a private note. Someone Zendesk does not know yet is added as a contact.

Update a ticket ◇
Changes a ticket's status, priority, assignee, group, tags or custom fields

Only what you fill in changes. Tags here replace the ticket's tags; Add tags keeps them.

Add a reply ◇
Replies on a ticket — the customer sees it

The customer sees it. It can set the status after, Pending say, while you wait for them.

Add a note ◇
Adds a private note to a ticket — only agents see it

Private; only agents see it.

Find tickets ◇
Tickets Zendesk's search finds, newest change first

With words or Zendesk search terms, narrowed by status, requester, tag, group and date; up to 1,000.

Get a ticket ◇
A ticket's fields, by its number

Create or update a contact ◇
Finds a contact by email — or external id — and updates it, or adds them

Found by email or your own external id and updated, or added.

Find a contact ◇
A contact by email, external id or Zendesk's search

Add tags ◇
Adds tags to a ticket, keeping the ones it has

Apply a macro ◇
Changes a ticket as one of your macros does — fields, tags and its reply

Changes the ticket as one of your active macros does: fields, tags and its reply.

Create an organisation ◇
Adds a company your customers belong to

With email domains, so people writing from them join it.

How you connect it

Type your Zendesk Site address — the part before .zendesk.com, or the whole address — then the Email of the agent the token acts as, and an API token from Admin Centre › Apps and integrations › APIs › Zendesk API: turn on Token access, then select Add API token. Bizomate tests them before saving, and Test answers "Reached Sam Carter (admin) · {your site}.zendesk.com". With an agent who is not an admin it adds that instant triggers need an admin's token; the steps work.

Publishing a workflow with an instant Zendesk trigger makes a webhook to the workflow's address and a Zendesk trigger that notifies it, and unpublishing removes both. Every delivery's signature is checked, and one that does not match starts nothing.

The token is encrypted before it is saved, used only when a step runs, a trigger is set up or checks, or a test calls Zendesk, and never shown again — not to you, your colleagues or Bizomate support. It belongs to one workspace, the Code step cannot read it, and revoking the connection wipes it at once.

In the help centre: Connect Zendesk, Start a workflow from Zendesk tickets, Create, update or reply to a Zendesk ticket, Premium connections on the Free plan and How instant triggers work.

Questions about Zendesk

Which plan do I need?

Zendesk is a premium connection. On any plan, Free included, you can add it and build and test workflows that use it; publishing one of those workflows needs a paid plan.

Why is each trigger there twice?

New ticket, Ticket updated and Ticket solved start a run as soon as Zendesk reports the change, through a webhook Bizomate adds when you publish. That needs an admin's API token and a Zendesk plan with webhooks. Without them, use the same trigger marked checked every 5 minutes, which asks Zendesk for changes on a schedule instead.

Do I need to set up a webhook in Zendesk?

No. Publishing the workflow adds the webhook and the Zendesk trigger that calls it, and unpublishing or deleting the workflow removes both. There is nothing to copy into Zendesk.

Why does Ticket updated start again after my workflow changes the ticket?

A reply, note or field your workflow adds is a change to the ticket, so Zendesk reports it like any other. Add a condition after the trigger — skip tickets that already carry a tag your workflow adds, say — so the run does not repeat.

Templates with Zendesk

SupportFree

New Zendesk ticket in Slack

Every new Zendesk ticket shows up in your support channel, with who sent it and a link.

Zendesk → Slack BBy Bizomate

ReportingFree

Solved Zendesk tickets logged in a sheet

Each solved ticket is added as a row to a sheet, so the week's support is there to read.

Zendesk → Sheets BBy Bizomate