Zendesk v2

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Configure Zendesk v2 in Cortex

(The test does not ensure sufficient permissions for all integration commands.)

Commands

You can execute these commands from the CLI, as part of an automation, or in a playbook.
After you successfully execute a command, a DBot message appears in the War Room with the command details.

Required permissions

This integration enables executing commands with different permission levels. See the commands’ descriptions for more information on the required permission.
To learn more on Zendesk roles refer to:
Understanding Zendesk Support user roles
About team member product roles and access

zendesk-user-list

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

Base Command

zendesk-user-list

Input

Context Output

zendesk-user-create

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

Base Command

zendesk-user-create

Input

Context Output

zendesk-user-update

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

Base Command

zendesk-user-update

Input

Context Output

zendesk-user-delete

Delete a user.
Required permissions: Admins.

Base Command

zendesk-user-delete

Input

Context Output

There is no context output for this command.

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 Zendesk help.

Base Command

zendesk-organization-list

Input

Context Output

zendesk-ticket-list

List Zendesk tickets.
Required permissions: Agents.

Base Command

zendesk-ticket-list

Input

Context Output

zendesk-ticket-create

Create a new zendesk ticket.
Required permissions: Agents.

Base Command

zendesk-ticket-create

Input

Context Output

zendesk-ticket-update

Updates a Zendesk ticket.
Required permissions: Agents.

Base Command

zendesk-ticket-update

Input

Context Output

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.

Base Command

zendesk-ticket-delete

Input

Context Output

There is no context output for this command.

zendesk-ticket-comment-list

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

Base Command

zendesk-ticket-comment-list

Input

Context Output

zendesk-ticket-attachment-add

Attach file to ticket.
Required permissions: End users.

Base Command

zendesk-ticket-attachment-add

Input

Context Output

There is no context output for this command.

zendesk-attachment-get

Get attachment.
Required permissions: Admins.

Base Command

zendesk-attachment-get

Input

Context Output

There is no context output for this command.

zendesk-search

Search in Zendesk.

Base Command

zendesk-search

Input

Context Output

zendesk-article-list

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

Base Command

zendesk-article-list

Input

Context Output

There is no context output for this command.

zendesk-clear-cache

Clears the Zendesk integration cache.

Base Command

zendesk-clear-cache

Input

| Argument Name | Description | Required |
| — | — | — |

Context Output

There is no context output for this command.

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.

Base Command

get-remote-data

Input

Context Output

There is no context output for this command.

get-mapping-fields

Returns the list of fields for an incident type.

Base Command

get-mapping-fields

Input

There are no input arguments for this command.

Context Output

There is no context output for this command.

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.

Base Command

get-modified-remote-data

Input

Context Output

There is no context output for this command.

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.

Base Command

update-remote-system

Input

There are no input arguments for this command.

Context Output

There is no context output for this command.

zendesk-group-user-list

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

Note: In case the group_id does not exist, the command will return all users.

Base Command

zendesk-group-user-list

Input

Context Output

Command example

!zendesk-group-user-list group_id=12345 limit=1

Context Example

{
    "Zendesk": {
        "UserGroup": [
            {
                "active": true,
                "alias": "",
                "created_at": "2022-03-27T08:42:06Z",
                "custom_role_id": 4678497517981,
                "default_group_id": 4678483739805,
                "details": "",
                "email": "test@user.com",
                "external_id": null,
                "iana_time_zone": "Asia/Jerusalem",
                "id": 1908275070333,
                "last_login_at": "2023-05-31T11:13:41Z",
                "locale": "en-US",
                "locale_id": 1,
                "moderator": true,
                "name": "Admin",
                "notes": "",
                "only_private_comments": false,
                "organization_id": 4678483740317,
                "phone": null,
                "photo": null,
                "report_csv": true,
                "restricted_agent": false,
                "role": "admin",
                "role_type": 4,
                "shared": false,
                "shared_agent": false,
                "shared_phone_number": null,
                "signature": "",
                "suspended": false,
                "tags": [],
                "ticket_restriction": null,
                "time_zone": "Asia/Jerusalem",
                "two_factor_auth_enabled": null,
                "updated_at": "2023-05-31T11:13:41Z",
                "url": "https://some-url/api/v2/users/1908275070333.json",
                "user_fields": {},
                "verified": true
            }
        ]
    }
}

Human Readable Output

Zendesk Group Users

Id	Name	Email	Role	CreatedAt
1908275070333	Admin	test@user.com	admin	2022-03-27T08:42:06Z

zendesk-group-list

Get Zendesk groups.
Allowed for: Admins, Agents.

Base Command

zendesk-group-list

Input

Context Output

Command example

!zendesk-group-list limit=1

Context Example

{
    "Zendesk": {
        "Group": [
            {
                "created_at": "2023-06-06T07:44:20Z",
                "default": false,
                "deleted": false,
                "description": "This is a group for testing",
                "id": 11395818128925,
                "is_public": true,
                "name": "Test Group",
                "updated_at": "2023-06-06T07:44:20Z",
                "url": "https://some-url/api/v2/groups/11395818128925.json"
            }
        ]
    }
}

Human Readable Output

Zendesk groups

Id	Name	IsPublic	CreatedAt	UpdatedAt
11395818128925	Test Group	true	2023-06-06T07:44:20Z	2023-06-06T07:44:20Z

Incident Mirroring

You can enable incident mirroring between Cortex XSOAR incidents and Zendesk v2 corresponding events (available from Cortex XSOAR version 6.0.0).
To set up the mirroring:

1. Enable Fetching incidents in your instance configuration.

2. In the Mirroring Direction integration parameter, select in which direction the incidents should be mirrored:

   Option	Description
   None	Turns off incident mirroring.
   Incoming	Any changes in Zendesk v2 events (mirroring incoming fields) will be reflected in Cortex XSOAR incidents.
   Outgoing	Any changes in Cortex XSOAR incidents will be reflected in Zendesk v2 events (outgoing mirrored fields).
   Incoming And Outgoing	Changes in Cortex XSOAR incidents and Zendesk v2 events will be reflected in both directions.

3. Optional: Check the Close Mirrored XSOAR Incident integration parameter to close the Cortex XSOAR incident when the corresponding event is closed in Zendesk v2.

Newly fetched incidents will be mirrored in the chosen direction. However, this selection does not affect existing incidents.

Important Notes:

• To ensure the mirroring works as expected, mappers are required, both for incoming and outgoing, to map the expected fields in Cortex XSOAR and Zendesk v2.
• Required permissions: Admins