Zendesk v2

IT service management.

Case Management · Zendesk

Configuration parameters

  • base_url — Server URL (e.g., https://demisto.zendesk.com) (required)
  • credentials — Username (or '<username>/token' when using API key). (required)
  • isFetch — Fetch incidents
  • mirror_direction — Incident Mirroring Direction
  • close_incident — Close mirrored incidents
  • get_attachments — Get incident attachments
  • mirror_tags — Mirror tags
  • time_filter — Ticket Field to Fetch by
  • ticket_types — Ticket types to fetch
  • ticket_status — Fetch tickets status filter
  • ticket_priority — Fetch tickets priority filter
  • fetch_query — Fetch tickets query filter
  • max_fetch — Maximum number of incidents per fetch
  • first_fetch — First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)
  • incidentFetchInterval — Incidents Fetch Interval
  • incidentType — Incident type
  • proxy — Use system proxy settings
  • insecure — Trust any certificate (not secure)

Commands (21)

  • get-mapping-fields

    Returns the list of fields for an incident type.

  • get-modified-remote-data

    Get the list of incidents that were modified since the last update. Note that this method is used for debugging purposes. get-modified-remote-data is used as part of a Mirroring feature, which is available since version 6.1.

  • get-remote-data

    Get remote data from a remote incident. Note that this method will not update the current incident. It's used for debugging purposes.

  • update-remote-system

    Updates local incident changes in the remote incident. This method is only used for debugging purposes and will not update the current incident.

  • zendesk-article-list

    List all available articles. Required permissions: Agents, End users, Anonymous users.

  • zendesk-attachment-get

    Get attachment. Required permissions: Admins.

  • zendesk-clear-cache

    Clears the Zendesk integration cache.

  • zendesk-group-list

    Get Zendesk groups. Allowed for: Admins, Agents.

  • zendesk-group-user-list

    Get group's users. Allowed for: Admins, Agents and Light Agents.

  • zendesk-organization-list

    Get organization's data. Required permissions: Agents, with certain restrictions. If the agent has a custom agent role that restricts the agent's access to only users in their own organization, a 403 Forbidden error is returned. See Creating custom agent roles in the Zendesk help.

  • zendesk-search

    Search in Zendesk.

  • zendesk-ticket-attachment-add

    Attach a file to a ticket. Required permissions: End users.

  • zendesk-ticket-comment-list

    List comments for a given ticket. Required permissions: Agents.

  • zendesk-ticket-create

    Create a new Zendesk ticket. Required permissions: Agents.

  • zendesk-ticket-delete

    Delete ticket. Required permissions: Admins, Agents with permission to delete tickets. Agent delete permissions are set in Support. See Deleting tickets in the Zendesk Support Help Center.

  • zendesk-ticket-list

    List Zendesk tickets. Required permissions: Agents.

  • zendesk-ticket-update

    Updates a Zendesk ticket. Required permissions: Agents.

  • zendesk-user-create

    Creates a new Zendesk user. Required permissions: Agents, with restrictions on certain actions.

  • zendesk-user-delete

    Delete a user. Required permissions: Admins.

  • zendesk-user-list

    Gets the specified user's data. Required permissions: Admins, Agents and Light Agents.

  • zendesk-user-update

    Update user data. Required permissions: Agents, with restrictions on certain actions.