Zendesk Deprecated

Deprecated. Use the Zendesk v2 integration instead.

Case Management · Zendesk

Details

ID	`Zendesk`
Provider	Zendesk
Category	Case Management
From Version	5.0.0
Supported Modules	Agentix Cloud Runtime Security XSIAM EDR Cortex Cloud

Configuration parameters

url — Zendesk address (e.g. https://demisto.zendesk.com) (required)
username — Username (email address) (required)
api — API key (required)
proxy — Use system proxy settings
insecure — Trust any certificate (not secure)
isFetch — Fetch incidents
incidentType — Incident type
fetch_interval — Initial fetching history (in minutes)
fetchQuery — Fetch incident query

Commands (10)

zendesk-add-comment
Adds a comment to an existing Zendesk ticket.
zendesk-add-user
Adds a user (not agent or admin) to Zendesk.
zendesk-clear-cache
Clears the Zendesk integration cache.
zendesk-create-ticket
Creates a new ticket in the Zendesk.
zendesk-get-article
Returns an article from the Zendesk Help Center.
zendesk-get-attachment
Returns an attachment from Zendesk.
zendesk-list-agents
Lists all the Zendesk agents and admins users.
zendesk-list-tickets
Lists all open tickets in Zendesk.
zendesk-ticket-details
Returns details for a Zendesk ticket.
zendesk-update-ticket
Updates a Zendesk ticket.

Source

Zendesk.js Zendesk.yml Zendesk_description.md

Download History Raw

commonfields:
  id: Zendesk
  version: -1
deprecated: true
name: Zendesk
display: Zendesk - (Deprecated)
category: Case Management
provider: Zendesk
description: Deprecated. Use the Zendesk v2 integration instead.
configuration:
- display: Zendesk address (e.g. https://demisto.zendesk.com)
  name: url
  defaultvalue: ""
  type: 0
  required: true
- display: Username (email address)
  name: username
  defaultvalue: ""
  type: 0
  required: true
- display: API key
  name: api
  defaultvalue: ""
  type: 4
  required: true
- display: Use system proxy settings
  name: proxy
  type: 8
  required: false
- display: Trust any certificate (not secure)
  name: insecure
  type: 8
  required: false
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
- display: Incident type
  name: incidentType
  type: 13
  required: false
- display: Initial fetching history (in minutes)
  name: fetch_interval
  defaultvalue: "10"
  type: 0
  required: false
- display: Fetch incident query
  name: fetchQuery
  defaultvalue: -status:solved -status:closed
  type: 0
  required: false
script:
  script: ''
  type: javascript
  commands:
  - name: zendesk-create-ticket
    arguments:
    - name: subject
      description: The subject of the ticket.
    - name: requester_email
      description: The email address of the user that opened the ticket.
    - name: assignee_email
      description: The email address of the agent to assign to the ticket.
    - name: comment
      required: true
      description: Comment body for the ticket.
    - name: private
      auto: PREDEFINED
      predefined:
      - "yes"
      - "no"
      description: Whether the comment body is private. Can be "yes" or "no". Default is "no".
      defaultValue: "no"
    - name: type
      auto: PREDEFINED
      predefined:
      - problem
      - incident
      - question
      - task
      description: Ticket type. Can be "problem", "incident", "question", or "task".
    - name: priority
      auto: PREDEFINED
      predefined:
      - urgent
      - high
      - normal
      - low
      description: Ticket priority. Can be "urgent", "high", "normal", or "low".
    - name: tags
      description: An array of tags to add to the ticket.
      isArray: true
    - name: external_id
      description: An ID to link Zendesk Support tickets to local records.
    - name: forum_topic_id
      description: The numeric ID of the topic from which the ticket originated.
    - name: problem_id
      description: For tickets of type "incident", the numeric ID of the problem to which the incident is linked.
    - name: due_at
      description: 'For tickets of type "task", the due date of the task. Date format is ISO 8601, for example: (yyyy-mm-dd).'
    - name: via_followup_source_id
      description: The ID of a closed ticket for a follow-up ticket.
    - name: collaborators
      description: An array of numeric IDs, emails, or objects containing name and email properties. See Setting Collaborators. An email notification is sent to collaborators when the ticket is created.
      isArray: true
    - name: custom_fields
      description: 'An array of the custom fields of the ticket. For example: fieldid=text,fieldid=text'
    outputs:
    - contextPath: Ticket.id
      description: Ticket ID.
    - contextPath: Ticket.vendor
      description: Zendesk.
    - contextPath: Ticket.description
      description: Ticket description.
    - contextPath: Ticket.subject
      description: Ticket subject.
    description: Creates a new ticket in the Zendesk.
  - name: zendesk-list-tickets
    arguments:
    - name: query
      description: 'Query to search for tickets. For more information about the search syntax, see https://developer.zendesk.com/rest_api/docs/core/search. '
    outputs:
    - contextPath: Ticket.id
      description: Ticked ID.
    - contextPath: Ticket.description
      description: Ticket description.
    - contextPath: Ticket.subject
      description: Ticket subject.
    - contextPath: Ticket.vendor
      description: Zendesk.
    description: 'Lists all open tickets in Zendesk. '
  - name: zendesk-ticket-details
    arguments:
    - name: id
      default: true
      description: Ticket ID. If not provided, the command will use the current incident details (for tickets that were created by the Zendesk integration).
    outputs:
    - contextPath: Ticket.subject
      description: Subject of the Zendesk ticket.
    - contextPath: Ticket.created_at
      description: Date and time that the Zendesk ticket was created.
    - contextPath: Ticket.description
      description: Description of the Zendesk ticket.
    - contextPath: Ticket.priority
      description: Priority of the Zendesk ticket.
    - contextPath: Ticket.status
      description: Status of the Zendesk ticket.
    description: Returns details for a Zendesk ticket.
  - name: zendesk-update-ticket
    arguments:
    - name: subject
      description: The subject of the ticket.
    - name: requester_email
      description: The email address of the user that opened the ticket.
    - name: assignee_email
      description: The email address of the agent to assign to the ticket.
    - name: type
      auto: PREDEFINED
      predefined:
      - problem
      - incident
      - question
      - task
      description: Ticket type. Can be "problem", "incident", "question", or "task".Allowed values are problem, incident, question, or task
    - name: priority
      auto: PREDEFINED
      predefined:
      - urgent
      - high
      - normal
      - low
      description: Ticket priority. Can be "urgent", "high", "normal", or "low".
    - name: tags
      description: An array of tags to add to the ticket.
      isArray: true
    - name: external_id
      description: An ID to link Zendesk support tickets to local records.
    - name: problem_id
      description: For tickets of type "incident", the numeric ID of the problem to which the incident is linked.
    - name: due_at
      description: 'For tickets of type "task", the due date of the task. Date format is ISO 8601, for example: (yyyy-mm-dd).'
    - name: collaborators
      description: An array of numeric IDs, emails, or objects containing name and email properties. See Setting Collaborators. An email notification is sent to collaborators when the ticket is created.
      isArray: true
    - name: id
      default: true
      description: Ticket ID. If not provided, the command will use the current incident details (for tickets that were created by the Zendesk integration).
    - name: status
      auto: PREDEFINED
      predefined:
      - open
      - pending
      - hold
      - solved
      - closed
      description: Ticket status. Can be "open, "pending", "hold", "solved", or "closed".
    - name: custom_fields
      description: 'An array of the custom fields of the ticket. For example: fieldid=text,fieldid=text'
    description: Updates a Zendesk ticket.
  - name: zendesk-add-comment
    arguments:
    - name: comment
      required: true
      default: true
      description: Comment text to add to the ticket.
    - name: private
      auto: PREDEFINED
      predefined:
      - "yes"
      - "no"
      description: Whether the comment body is private. Can be "yes" or "no". Default is "no".
      defaultValue: "no"
    - name: id
      description: Ticket ID. If not provided, the command will use the current incident details (for tickets that were created by the Zendesk integration).
    - name: addFooter
      auto: PREDEFINED
      predefined:
      - "yes"
      - "no"
      description: Whether to add Demisto footer to the comment. Default is "yes".
      defaultValue: "yes"
    description: Adds a comment to an existing Zendesk ticket.
  - name: zendesk-list-agents
    arguments: []
    outputs:
    - contextPath: ZendeskUsers.id
      description: ID of the Zendesk agent.
    - contextPath: ZendeskUsers.name
      description: Name of the Zendesk agent.
    - contextPath: ZendeskUsers.email
      description: Email address of the Zendesk agent.
    - contextPath: ZendeskUsers.role
      description: Role of the Zendesk agent.
    - contextPath: ZendeskUsers.timeZone
      description: 'Time zone in which Zendesk agent '
    description: Lists all the Zendesk agents and admins users.
  - name: zendesk-get-attachment
    arguments:
    - name: id
      required: true
      description: Attachment id
    description: Returns an attachment from Zendesk.
  - name: zendesk-clear-cache
    arguments: []
    description: Clears the Zendesk integration cache.
  - name: zendesk-add-user
    arguments:
    - name: name
      required: true
      description: Full name of teh user to add.
    - name: email
      required: true
      description: Email address of the user to add.
    - name: check_if_user_exists
      default: true
      auto: PREDEFINED
      predefined:
      - "True"
      - "False"
      description: Whether to check if the specified user already exists in Zendesk. Can be "True" or "False". Default is "False".
      defaultValue: "False"
    description: Adds a user (not agent or admin) to Zendesk.
  - name: zendesk-get-article
    arguments:
    - name: articleID
      required: true
      default: true
      description: ID of the article to return.
    - name: locale
      description: Locale. Defaults to en-us
    description: Returns an article from the Zendesk Help Center.
  isfetch: true
fromversion: 5.0.0
tests:
- No test - tested manually Zendesk_test playbook