> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-ai-for-process-dev.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Using the Zendesk Action Templates

<Badge icon="arrow-left" color="gray">[Back to Actions Integrations](/ai-for-service/integrations/overview#actions)</Badge>

Use prebuilt Zendesk action templates to auto-create dialog tasks for managing tickets.

**To access templates:**

1. Go to **Automation AI** > **Use Cases** > **Dialogs** and click **Create a Dialog Task**.

2. Under **Integration**, select **Zendesk**.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img2.png" alt="Integration - Zendesk" />

3. If no integration is configured, click **Explore Integrations** to set one up. See [Actions Overview](../actions.md).

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img3.png" alt="Explore Integrations" />

***

## Supported Actions

| Task                      | Description                                                    | Method |
| ------------------------- | -------------------------------------------------------------- | ------ |
| Create a Ticket           | Creates a ticket in the Zendesk system.                        | POST   |
| Update a Ticket           | Updates a ticket in the Zendesk system. (Not yet supported.)   | PUT    |
| Delete a Ticket           | Deletes a ticket from the Zendesk system. (Not yet supported.) | DELETE |
| View All Tickets          | Retrieves all tickets from the Zendesk system.                 | GET    |
| View Ticket(s) by ID(s)   | Retrieves tickets using multiple IDs.                          | GET    |
| Search Ticket by Keywords | Searches tickets using keywords.                               | GET    |

***

### Create a Ticket

1. Install the template from [Zendesk Action Templates](configuring-the-zendesk-action.md#step-2-install-the-zendesk-action-templates).

2. The *Create a Ticket* dialog task is added with the following components:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img4.png" alt="Create a Ticket dialog task is added" />

   * **createTicket** - User intent to create a ticket.

   * **subject**, **body**, **priority** - Entity nodes for ticket details.

   * **createTicketService** - Bot action service to create a ticket. Click **Edit Request**:

     <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img5.png" alt="Create a Ticket - Edit request" />

     **Sample Request:**

     ```json  theme={null}
     {
       "ticket": {
         "subject": "POST request from postman",
         "comment": {
           "body": "Ticket Created!!"
         }
       }
     }
     ```

     Click **+Add Response**:

     **Sample Response:** (truncated)

     ```json  theme={null}
     {
       "ticket": {
         "url": "https://abc2152.zendesk.com/api/v2/tickets/29.json",
         "id": 29,
         "subject": "POST request from postman",
         "description": "Ticket Created!!",
         "priority": null,
         "status": "open",
         "created_at": "2022-08-29T11:39:53Z"
       }
     }
     ```

   * **createTicketScript** - Bot action script to create a ticket.

   * **createTicketMessage** - Message node to display responses.

3. Click **Train**, then **Talk to Bot** to test:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img6.png" alt="VA prompt to Create a Ticket" />

4. Click **View Ticket** to see ticket details in Zendesk:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img7.png" alt="View the ticket details in the Zendesk instance" />

***

### Update a Ticket

This action template is not yet supported by the Zendesk Integration.

***

### View All Tickets

1. Install the template from [Zendesk Action Templates](configuring-the-zendesk-action.md#step-2-install-the-zendesk-action-templates).

2. The *View All Tickets* dialog task is added with the following components:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img8.png" alt="View All Tickets dialog task is added" />

   * **listAllTickets** - User intent to view all tickets.

   * **listAllTicketsService** - Bot action service to fetch all tickets. Click **+Add Response**:

     <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img9.png" alt="View All Tickets - Add Response" />

     **Sample Response:** (truncated)

     ```json  theme={null}
     {
       "tickets": [
         {
           "url": "https://abc2152.zendesk.com/api/v2/tickets/7.json",
           "id": 7,
           "subject": "POST request from postman",
           "priority": "high",
           "status": "closed",
           "created_at": "2022-08-25T07:31:22Z"
         }
       ],
       "count": 49
     }
     ```

   * **listAllTicketsMessage** - Message node to display responses.

3. Click **Train**, then **Talk to Bot** to test:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img10.png" alt="VA prompt to View All Tickets" />

***

### View Ticket(s) by ID(s)

1. Install the template from [Zendesk Action Templates](configuring-the-zendesk-action.md#step-2-install-the-zendesk-action-templates).

2. The *View Ticket(s) by ID(s)* dialog task is added with the following components:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img11.png" alt="View Ticket(s) by ID(s) dialog task is added" />

   * **viewTicketbyId** - User intent to find a ticket by ID.

   * **multipleticketIds** - Entity node for entering multiple ticket IDs.

   * **viewTicketbyIdsService** - Bot action service to find tickets by ID. Click **+Add Response**:

     <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img12.png" alt="View Ticket(s) by ID(s) - Add response" />

     **Sample Response:** (truncated)

     ```json  theme={null}
     {
       "tickets": [
         {
           "id": 33,
           "subject": "POST request from postman",
           "priority": "urgent",
           "status": "open"
         },
         {
           "id": 34,
           "subject": "POST request from postman",
           "priority": "urgent",
           "status": "open"
         }
       ],
       "count": 2
     }
     ```

   * **viewTicketsbyIdsScript** - Bot action script to view tickets with IDs.

   * **updateTicketMessage** - Message node to display responses.

3. Click **Train**, then **Talk to Bot** to test:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img13.png" alt="VA prompt to find Ticket(s) by ID(s)" />

***

### Search Ticket with Keywords

1. Install the template from [Zendesk Action Templates](configuring-the-zendesk-action.md#step-2-install-the-zendesk-action-templates).

2. The *Search Ticket with Keywords* dialog task is added with the following components:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img14.png" alt="Search Ticket with Keywords dialog task is added" />

   * **searchTickets** - User intent to search tickets.

   * **searchKeywords** - Entity node for search keywords.

   * **searchTicketService** - Bot action service to search tickets by keyword. Click **+Add Response**:

     <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img15.png" alt="Search Ticket with Keywords - Add response" />

     **Sample Response:** (truncated)

     ```json  theme={null}
     {
       "results": [
         {
           "id": 31,
           "subject": "POST request from postman",
           "status": "open",
           "result_type": "ticket"
         }
       ],
       "count": 12
     }
     ```

   * **searchTicketScript** - Bot action service to search tickets by field.

   * **searchTicketMessage** - Message node to display responses.

3. Click **Train**, then **Talk to Bot** to test:

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/zendesk-tem-img16.png" alt="VA prompt to Search Ticket with Keywords" />

***

### Delete a Ticket

This action template is not yet supported by the Zendesk Integration.


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