Zendesk Ticket Management

the zendesk ticket management connector allows for streamlined interaction with zendesk's support ticket system, enabling automated ticket handling and customer support processes zendesk is a customer service platform designed to foster better customer relationships through efficient ticket management and support services the zendesk ticket management connector for swimlane turbine enables users to automate ticket creation, management, and analysis directly within the swimlane ecosystem by integrating with zendesk, security teams can streamline incident response, manage customer support tickets, and enhance collaboration between it and customer service departments this connector empowers users to perform a wide range of actions, from ticket creation and updates to comment redaction and file uploads, all without leaving the swimlane platform zendesk connector integrates with zendesk ticketing api's to process, manage, and track customer issues/tickets from submission to resolution prerequisites to effectively utilize the zendesk ticket management connector with swimlane turbine, ensure you have the following prerequisites http basic authentication with these parameters url the endpoint for zendesk api access email id the email address associated with your zendesk account password the password for your zendesk account oauth 2 0 password credentials with these parameters url the endpoint for zendesk api access email id the email address associated with your zendesk account password the password for your zendesk account client id the client identifier for oauth authentication scopes the scopes of access requested for the oauth token custom authentication with these parameters url the endpoint for zendesk api access email id the email address associated with your zendesk account api token a unique token used for api access in lieu of a password configuring an asset host ( required ) = the hostname of the product's api authentication type ( required ) = type of authentication to use for this api options http basic , custom , oauth2 password verify ssl = toggle ssl verification support http proxy = a proxy url where all requests can get routed through basic authentication this means you have select authentication type to be http basic email id ( required ) = the account email id password ( required ) = the account password custom token authentication this means you have select authentication type to be custom email id ( required ) = the account email id api token ( required ) = value of the api token oauth2 0 password authentication this means you have select authentication type to be oauth2 password oauth2 client id ( required ) = client id email id ( required ) = account email id password ( required ) = account password scopes ( required ) = space separated string of scopes to apply to the access token capabilities this connector provides the following capabilities create ticket delete ticket list comments list custom ticket statuses list recent tickets list tickets list tickets by organisation list tickets by user status redact comment attachment show ticket update attachment for malware update custom ticket status update many tickets in batch update many tickets in bulk update ticket and so on action setup upload files action create playbook with upload files action from zendesk connector open upload files action and select playbook input attachments to form data files input and select other required values and asset trigger playbook from upstream actions or applications by passing attachment notes below steps are required to access api's zendesk account creation navigate to https //{account specific subdomain} zendesk com/admin/apps integrations/apis/zendesk api/ toggle password access(by default its disabled) for accessing api's through basic authentication toggle token access and create tokens for accessing api's through custom token authentication create oauth clients to access api through bearer token which got generated by oauth mechanism client id which is required in oauth mechanism can be fetched by following below mentioned process https //developer zendesk com/api reference/ticketing/oauth/oauth clients/#list clients api specific links https //developer zendesk com/api reference/ticketing/tickets/tickets/#list tickets https //developer zendesk com/api reference/ticketing/tickets/tickets/#create ticket https //developer zendesk com/api reference/ticketing/tickets/tickets/#update ticket https //developer zendesk com/api reference/ticketing/tickets/tickets/#update many tickets https //developer zendesk com/api reference/ticketing/tickets/tickets/#delete ticket https //developer zendesk com/api reference/ticketing/tickets/custom ticket statuses/#list custom ticket statuses https //developer zendesk com/api reference/ticketing/tickets/custom ticket statuses/#update custom ticket status https //developer zendesk com/api reference/ticketing/tickets/ticket attachments/#upload files https //developer zendesk com/api reference/ticketing/tickets/ticket attachments/#update attachment for malware https //developer zendesk com/api reference/ticketing/tickets/ticket attachments/#redact comment attachment configurations zendesk api custom token authentication authenticates using username and api token configuration parameters parameter description type required url a url to the target host string required username account email id string required apitoken api token string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional zendesk api http basic authentication authenticates using username and password configuration parameters parameter description type required url a url to the target host string required username account email id string required password account password string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional zendesk api oauth 2 0 password grant authenticates using oauth 2 0 client credentials configuration parameters parameter description type required url a url to the target host string required oauth2 username the email id of account string required oauth2 password the password for account string required client id the client id number required scope permission scopes for this action array required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional actions create ticket create a new ticket in zendesk with specified properties, requiring a 'ticket' object in the json body endpoint url /api/v2/tickets method post input argument name type required description ticket object optional parameter for create ticket ticket comment object required parameter for create ticket ticket comment body string optional request body data ticket priority string optional parameter for create ticket ticket subject string optional parameter for create ticket input example {"json body" {"ticket" {"comment" {"body" "the smoke is very colorful "},"priority" "urgent","subject" "my printer is on fire!"}}} output parameter type description status code number http status code of the response reason string response reason phrase ticket object output field ticket ticket url string url endpoint for the request ticket id number unique identifier ticket external id object unique identifier ticket via object output field ticket via ticket via channel string output field ticket via channel ticket via source object output field ticket via source ticket via source from object output field ticket via source from ticket via source to object output field ticket via source to ticket via source rel object output field ticket via source rel ticket created at string output field ticket created at ticket updated at string output field ticket updated at ticket type object type of the resource ticket subject string output field ticket subject ticket raw subject string output field ticket raw subject ticket description string output field ticket description ticket priority string output field ticket priority ticket status string status value ticket recipient object output field ticket recipient ticket requester id number unique identifier ticket submitter id number unique identifier ticket assignee id number unique identifier ticket organization id number unique identifier output example {"ticket" {"url" "https //example com/api/resource","id" 123,"external id" {},"via" {"channel" "string","source" {}},"created at" "string","updated at" "string","type" {},"subject" "string","raw subject" "string","description" "string","priority" "string","status" "active","recipient" {},"requester id" 123,"submitter id" 123},"audit" {"id" 123,"ticket id" 123,"created at" "string","author id" 123,"metadata" {"system" {},"custom" {}},"events" \[{}],"via" {"channel" "string","source" {}}}} delete ticket deletes a specified ticket from zendesk using the provided ticket id endpoint url /api/v2/tickets/{{ticket id}} method delete input argument name type required description path parameters ticket id number required the id of the ticket input example {"path parameters" {"ticket id" 6}} output parameter type description status code number http status code of the response reason string response reason phrase response text string output field response text output example {"status code" 204,"response headers" {"date" "mon, 05 feb 2024 07 47 20 gmt","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19886","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "41","strict transport security" "max age=31536000; includesubdomains","cache control" "no cache","set cookie" " zendesk cookie=bahjihl7imrldmljzv90b2tlbnmiont9fqy6bkvu 0bf list comments retrieve all comments from a specified ticket in zendesk, including urls for attachments and external voice recordings endpoint url /api/v2/tickets/{{ticket id}}/comments method get input argument name type required description path parameters ticket id number required the id of the ticket parameters include string optional accepts "users" use this parameter to list email ccs by side loading users example ?include=users note if the comment source is email, a deleted user will be represented as the ccd email address if the comment source is anything else, a deleted user will be represented as the user name parameters include inline images boolean optional default is false when true, inline images are also listed as attachments in the response parameters sort string optional possible values are "created at" (ascending order) or " created at" (descending order) parameters sort order string optional one of asc, desc defaults to asc input example {"parameters" {"include" "users","include inline images"\ true,"sort" "created at","sort order" "asc"},"path parameters" {"ticket id" "1"}} output parameter type description status code number http status code of the response reason string response reason phrase comments array output field comments comments attachments array output field comments attachments comments audit id number unique identifier comments author id number unique identifier comments body string request body data comments created at string output field comments created at comments id number unique identifier comments metadata object response data comments metadata system object response data comments metadata system client string response data comments metadata system ip address string response data comments metadata system latitude number response data comments metadata system location string response data comments metadata system longitude number response data comments metadata via object response data comments metadata via channel string response data comments metadata via source object response data comments metadata via source from object response data comments metadata via source rel string response data comments metadata via source to object response data comments public boolean output field comments public comments type string type of the resource output example {"json body" {"comments" \[{}]},"status code" 200,"response headers" {"date" "tue, 06 feb 2024 07 14 53 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "7","strict transport security" "max age=31536000; includesubdom list custom ticket statuses retrieve a list of all undeleted custom ticket statuses available in the zendesk ticket management account endpoint url /api/v2/custom statuses method get input argument name type required description parameters active boolean optional if true, show only active custom ticket statuses if false, show only inactive custom ticket statuses if the filter is not used, show all custom ticket statuses parameters default boolean optional if true, show only default custom ticket statuses if false, show only non default custom ticket statuses if the filter is not used, show all custom ticket statuses parameters status categories string optional filter the list of custom ticket statuses by a comma separated list of status categories input example {"parameters" {"active"\ true,"default"\ true,"status categories" "pending"}} output parameter type description status code number http status code of the response reason string response reason phrase custom statuses array status value custom statuses url string url endpoint for the request custom statuses id number unique identifier custom statuses status category string status value custom statuses agent label string status value custom statuses raw agent label string status value custom statuses end user label string status value custom statuses raw end user label string status value custom statuses description string status value custom statuses raw description string status value custom statuses end user description string status value custom statuses raw end user description string status value custom statuses active boolean status value custom statuses default boolean status value custom statuses created at string status value custom statuses updated at string status value next page object output field next page previous page object output field previous page count number count value output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 07 14 53 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "7","strict transport security" "max age=31536000; includesubdomains","etag" "w/\\"46b9e823c59d list recent tickets retrieve a list of the most recent tickets from zendesk ticket management endpoint url /api/v2/tickets/recent method get input argument name type required description parameters sort by string optional parameters for the list recent tickets action parameters sort order string optional one of asc, desc defaults to asc parameters external id string optional lists tickets by external id external ids don't have to be unique for each ticket as a result, the request may return multiple tickets with the same external id input example {"parameters" {"sort by" "created at","sort order" "asc","external id" ""}} output parameter type description status code number http status code of the response reason string response reason phrase tickets array output field tickets tickets url string url endpoint for the request tickets id number unique identifier tickets external id object unique identifier tickets via object output field tickets via tickets via channel string output field tickets via channel tickets via source object output field tickets via source tickets via source from object output field tickets via source from tickets via source to object output field tickets via source to tickets via source rel object output field tickets via source rel tickets created at string output field tickets created at tickets updated at string output field tickets updated at tickets type object type of the resource tickets subject string output field tickets subject tickets raw subject string output field tickets raw subject tickets description string output field tickets description tickets priority string output field tickets priority tickets status string status value tickets recipient object output field tickets recipient tickets requester id number unique identifier tickets submitter id number unique identifier tickets assignee id number unique identifier tickets organization id number unique identifier output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 11 48 35 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x zendesk api warn" "{\ allowed parameters=>{\ controller=>\\"tickets\\", \ action=>\\"recent\\", \ unpermitted k ","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399"," list tickets retrieve a list of all tickets from zendesk ticket management with available filtering options endpoint url /api/v2/tickets method get input argument name type required description parameters sort by string optional parameters for the list tickets action parameters sort order string optional one of asc, desc defaults to asc parameters external id string optional lists tickets by external id external ids don't have to be unique for each ticket as a result, the request may return multiple tickets with the same external id input example {"parameters" {"sort by" "created at","sort order" "asc","external id" ""}} output parameter type description status code number http status code of the response reason string response reason phrase tickets array output field tickets tickets url string url endpoint for the request tickets id number unique identifier tickets external id object unique identifier tickets via object output field tickets via tickets via channel string output field tickets via channel tickets via source object output field tickets via source tickets via source from object output field tickets via source from tickets via source to object output field tickets via source to tickets via source rel object output field tickets via source rel tickets created at string output field tickets created at tickets updated at string output field tickets updated at tickets type string type of the resource tickets subject string output field tickets subject tickets raw subject string output field tickets raw subject tickets description string output field tickets description tickets priority string output field tickets priority tickets status string status value tickets recipient object output field tickets recipient tickets requester id number unique identifier tickets submitter id number unique identifier tickets assignee id number unique identifier tickets organization id object unique identifier output example {"status code" 200,"response headers" {"date" "fri, 09 feb 2024 04 09 50 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19948","x frame options" "sameorigin","zendesk ratelimit tickets index" "total=100; remaining=99; resets=10","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "10","strict transport list tickets by organisation retrieve a list of zendesk tickets associated with a specified organization id endpoint url /api/v2/organizations/{{organization id}}/tickets method get input argument name type required description path parameters organization id number required parameters for the list tickets by organisation action parameters sort by string optional parameters for the list tickets by organisation action parameters sort order string optional one of asc, desc defaults to asc parameters external id string optional lists tickets by external id external ids don't have to be unique for each ticket as a result, the request may return multiple tickets with the same external id input example {"parameters" {"sort by" "created at","sort order" "asc","external id" ""},"path parameters" {"organization id" 12466318517148}} output parameter type description status code number http status code of the response reason string response reason phrase tickets array output field tickets tickets url string url endpoint for the request tickets id number unique identifier tickets external id object unique identifier tickets via object output field tickets via tickets via channel string output field tickets via channel tickets via source object output field tickets via source tickets via source from object output field tickets via source from tickets via source to object output field tickets via source to tickets via source rel object output field tickets via source rel tickets created at string output field tickets created at tickets updated at string output field tickets updated at tickets type object type of the resource tickets subject string output field tickets subject tickets raw subject string output field tickets raw subject tickets description string output field tickets description tickets priority string output field tickets priority tickets status string status value tickets recipient object output field tickets recipient tickets requester id number unique identifier tickets submitter id number unique identifier tickets assignee id number unique identifier tickets organization id number unique identifier output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 12 00 37 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","zendesk ratelimit tickets index" "total=100; remaining=99; resets=23","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "23","strict transport list tickets by user status retrieve a list of zendesk tickets filtered by a specific user's status, requiring the user's id and ticket status as parameters endpoint url /api/v2/users/{{user id}}/tickets/{{status}} method get input argument name type required description path parameters user id number required the id of user path parameters status string required users status related to ticket possible values are "ccd" lists tickets that the specified user is cc'd on, "followed" lists tickets that the specified user is following , "recent" lists tickets that the requesting agent recently viewed in the agent interface, not recently created or updated tickets (unless by the agent recently in the agent interface) and "requested" parameters sort by string optional parameters for the list tickets by user status action parameters sort order string optional one of asc, desc defaults to asc parameters external id string optional lists tickets by external id external ids don't have to be unique for each ticket as a result, the request may return multiple tickets with the same external id input example {"parameters" {"sort by" "created at","sort order" "asc","external id" ""},"path parameters" {"user id" 12466361984028,"status" "requested"}} output parameter type description status code number http status code of the response reason string response reason phrase tickets array output field tickets tickets url string url endpoint for the request tickets id number unique identifier tickets external id object unique identifier tickets via object output field tickets via tickets via channel string output field tickets via channel tickets via source object output field tickets via source tickets via source from object output field tickets via source from tickets via source to object output field tickets via source to tickets via source rel object output field tickets via source rel tickets created at string output field tickets created at tickets updated at string output field tickets updated at tickets type object type of the resource tickets subject string output field tickets subject tickets raw subject string output field tickets raw subject tickets description string output field tickets description tickets priority string output field tickets priority tickets status string status value tickets recipient object output field tickets recipient tickets requester id number unique identifier tickets submitter id number unique identifier tickets assignee id number unique identifier tickets organization id number unique identifier output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 11 58 38 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x zendesk api warn" "{\ allowed parameters=>{\ controller=>\\"tickets\\", \ action=>\\"requested\\", \ unpermitte ","x frame options" "sameorigin","cache control" "max age=60, private","x rate limit" "400","ratelimit limit" "400","x rate limit remainin redact comment attachment permanently remove attachments from a ticket's comment in zendesk and replace them with 'redacted txt' requires attachment, comment, and ticket ids endpoint url /api/v2/tickets/{{ticket id}}/comments/{{comment id}}/attachments/{{attachment id}}/redact method put input argument name type required description path parameters attachment id number required the id of the attachment path parameters comment id number required the id of the comment path parameters ticket id number required the id of the ticket input example {"path parameters" {"attachment id" 12518207771420,"comment id" 12518214862364,"ticket id" 14}} output parameter type description status code number http status code of the response reason string response reason phrase attachment object output field attachment attachment url string url endpoint for the request attachment id number unique identifier attachment file name string name of the resource attachment content url string url endpoint for the request attachment mapped content url string url endpoint for the request attachment content type string type of the resource attachment size number output field attachment size attachment width number unique identifier attachment height number output field attachment height attachment inline boolean output field attachment inline attachment deleted boolean output field attachment deleted attachment malware access override boolean unique identifier attachment malware scan result string result of the operation attachment thumbnails array output field attachment thumbnails output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 11 13 04 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "56","strict transport security" "max age=31536000; includesubdomains","etag" "w/\\"b9e448c087f show ticket retrieve detailed properties of a zendesk ticket by providing the ticket id, excluding comments endpoint url /api/v2/tickets/{{ticket id}} method get input argument name type required description path parameters ticket id number required the id of the ticket input example {"path parameters" {"ticket id" "1"}} output parameter type description status code number http status code of the response reason string response reason phrase attachments array output field attachments author id number unique identifier body string request body data created at string output field created at id number unique identifier metadata object response data metadata system object response data metadata system client string response data metadata system ip address string response data metadata system latitude number response data metadata system location string response data metadata system longitude number response data metadata via object response data metadata via channel string response data metadata via source object response data metadata via source from object response data metadata via source rel string response data metadata via source to object response data public boolean output field public type string type of the resource output example {"json body" {"attachments" \[{}],"author id" 123123,"body" "thanks for your help!","created at" "2009 07 20t22 55 29z","id" 1274,"metadata" {"system" {},"via" {}},"public"\ true,"type" "comment"},"status code" 200,"response headers" {"date" "tue, 06 feb 2024 07 14 53 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400"," update attachment for malware enable or restrict agent access to zendesk attachments flagged for malware using the attachment id endpoint url /api/v2/attachments/{{attachment id}} method put input argument name type required description path parameters attachment id number required the id of the attachment attachment object optional parameter for update attachment for malware attachment malware access override boolean optional unique identifier input example {"json body" {"attachment" {"malware access override"\ true}},"path parameters" {"attachment id" 12514099091100}} output parameter type description status code number http status code of the response reason string response reason phrase attachment object output field attachment attachment url string url endpoint for the request attachment id number unique identifier attachment file name string name of the resource attachment content url string url endpoint for the request attachment mapped content url string url endpoint for the request attachment content type string type of the resource attachment size number output field attachment size attachment width object unique identifier attachment height object output field attachment height attachment inline boolean output field attachment inline attachment deleted boolean output field attachment deleted attachment malware access override boolean unique identifier attachment malware scan result string result of the operation attachment thumbnails array output field attachment thumbnails attachment thumbnails file name string name of the resource attachment thumbnails file string output field attachment thumbnails file output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 10 59 06 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "54","strict transport security" "max age=31536000; includesubdomains","etag" "w/\\"d0a62f45839 update custom ticket status updates a ticket's custom status in zendesk using the specified custom status id and custom status object endpoint url /api/v2/custom statuses/{{custom status id}} method put input argument name type required description path parameters custom status id number required the id of the custom status custom status object optional status value custom status active boolean optional if true, the custom status is set to active if false, the custom status is set to inactive custom status agent label string optional the dynamic content placeholder or the label displayed to agents maximum length for displayed label is 48 characters custom status description string optional the description of when the user should select this custom ticket status custom status end user description string optional the description displayed to end users custom status end user label string optional the dynamic content placeholder or the label displayed to end users maximum length for displayed label is 48 characters input example {"json body" {"custom status" {"active"\ true,"agent label" "responding quickly","description" "customer needs a response quickly","end user description" "your ticket is being responded to","end user label" "urgent processing"}},"path parameters" {"custom status id" 12466318504604}} output parameter type description status code number http status code of the response reason string response reason phrase custom status object status value custom status url string url endpoint for the request custom status id number unique identifier custom status status category string status value custom status agent label string status value custom status raw agent label string status value custom status end user label string status value custom status raw end user label string status value custom status description string status value custom status raw description string status value custom status end user description string status value custom status raw end user description string status value custom status active boolean status value custom status default boolean status value custom status created at string status value custom status updated at string status value output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 07 28 05 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "55","strict transport security" "max age=31536000; includesubdomains","etag" "w/\\"be107b7ca2d update many tickets in batch updates multiple zendesk tickets in a single batch operation, requiring a json body with 'tickets' details endpoint url /api/v2/tickets/update many method put input argument name type required description tickets array optional parameter for update many tickets in batch tickets id number optional unique identifier tickets additional tags array optional parameter for update many tickets in batch input example {"json body" {"tickets" \[{"id" 1,"additional tags" \["a new tag"]},{"id" 2,"additional tags" \["a new tag"]}]}} output parameter type description status code number http status code of the response reason string response reason phrase job status object status value job status id string unique identifier job status job type string type of the resource job status url string url endpoint for the request job status total number status value job status progress object status value job status status string status value job status message object status value job status results object status value output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 06 46 32 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "28","strict transport security" "max age=31536000; includesubdomains","etag" "w/\\"57f6e8d4bf5 update many tickets in bulk updates multiple zendesk tickets with the same changes simultaneously, requiring ticket ids and the desired modifications endpoint url /api/v2/tickets/update many method put input argument name type required description parameters ids string required parameters for the update many tickets in bulk action ticket object optional parameter for update many tickets in bulk ticket status string optional status value input example {"parameters" {"ids" "7,8"},"json body" {"ticket" {"status" "pending"}}} output parameter type description status code number http status code of the response reason string response reason phrase job status object status value job status id string unique identifier job status job type string type of the resource job status url string url endpoint for the request job status total number status value job status progress object status value job status status string status value job status message object status value job status results object status value output example {"status code" 200,"response headers" {"date" "tue, 06 feb 2024 06 37 25 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19904","x frame options" "sameorigin","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "35","strict transport security" "max age=31536000; includesubdomains","etag" "w/\\"2b35e195112 update ticket updates a specified ticket in zendesk by ticket id, requiring details of the ticket to be provided in json format endpoint url /api/v2/tickets/{{ticket id}} method put input argument name type required description path parameters ticket id number required parameters for the update ticket action ticket object optional parameter for update ticket ticket priority string optional parameter for update ticket input example {"json body" {"ticket" {"priority" "low"}},"path parameters" {"ticket id" 14}} output parameter type description status code number http status code of the response reason string response reason phrase ticket object output field ticket ticket url string url endpoint for the request ticket id number unique identifier ticket external id object unique identifier ticket via object output field ticket via ticket via channel string output field ticket via channel ticket via source object output field ticket via source ticket via source from object output field ticket via source from ticket via source to object output field ticket via source to ticket via source rel object output field ticket via source rel ticket created at string output field ticket created at ticket updated at string output field ticket updated at ticket type object type of the resource ticket subject string output field ticket subject ticket raw subject string output field ticket raw subject ticket description string output field ticket description ticket priority string output field ticket priority ticket status string status value ticket recipient object output field ticket recipient ticket requester id number unique identifier ticket submitter id number unique identifier ticket assignee id number unique identifier ticket organization id number unique identifier output example {"ticket" {"url" "https //example com/api/resource","id" 123,"external id" {},"via" {"channel" "string","source" {}},"created at" "string","updated at" "string","type" {},"subject" "string","raw subject" "string","description" "string","priority" "string","status" "active","recipient" {},"requester id" 123,"submitter id" 123},"audit" {"id" 123,"ticket id" 123,"created at" "string","author id" 123,"metadata" {"system" {},"custom" {}},"events" \[{}],"via" {"channel" "string","source" {}}}} upload files uploads a file to zendesk ticket management, allowing it to be attached to a ticket comment requires filename and form data endpoint url /api/v2/uploads method post input argument name type required description parameters filename string required parameters for the upload files action form data object required response data form data files array required response data form data files file string required response data form data files file name string required response data input example {"parameters" {"filename" "first png"}} output parameter type description status code number http status code of the response reason string response reason phrase upload object output field upload upload token string output field upload token upload expires at string output field upload expires at upload attachments array output field upload attachments upload attachment object output field upload attachment upload attachment url string url endpoint for the request upload attachment id number unique identifier upload attachment file name string name of the resource upload attachment content url string url endpoint for the request upload attachment mapped content url string url endpoint for the request upload attachment content type string type of the resource upload attachment size number output field upload attachment size upload attachment width object unique identifier upload attachment height object output field upload attachment height upload attachment inline boolean output field upload attachment inline upload attachment deleted boolean output field upload attachment deleted upload attachment malware access override boolean unique identifier upload attachment malware scan result string result of the operation upload attachment thumbnails array output field upload attachment thumbnails upload attachment thumbnails file name string name of the resource upload attachment thumbnails file string output field upload attachment thumbnails file output example {"status code" 201,"response headers" {"date" "tue, 06 feb 2024 06 08 02 gmt","content type" "application/json; charset=utf 8","transfer encoding" "chunked","connection" "keep alive","x zendesk api version" "v2","x zendesk application version" "v19901","x frame options" "sameorigin","zendesk ratelimit tickets update" "total=20; remaining=19; resets=58","x rate limit" "400","ratelimit limit" "400","x rate limit remaining" "399","ratelimit remaining" "399","ratelimit reset" "58","strict transport response headers header description example cache control directives for caching mechanisms max age=0, private, must revalidate cf cache status http response header cf cache status dynamic cf ray http response header cf ray 851338ed6ba885d9 bom connection http response header connection keep alive content encoding http response header content encoding gzip content length the length of the response body in bytes 3554 content type the media type of the resource application/json; charset=utf 8 date the date and time at which the message was originated tue, 06 feb 2024 12 00 37 gmt etag an identifier for a specific version of a resource w/"c541d2d591075b93aa4be9442e00868a" location the url to redirect a page to https //swimlane8983 zendesk com/api/v2/tickets/14 json nel http response header nel {"success fraction" 0 01,"report to" "cf nel","max age" 604800 } ratelimit limit http response header ratelimit limit 400 ratelimit remaining http response header ratelimit remaining 399 ratelimit reset http response header ratelimit reset 41 report to http response header report to {"endpoints" \[{"url" " https //a nel cloudflare com/report/v3?s=hiq7vgreiqvyzlauuungi7gf2nrk7hrd2smq99hrbu2y%2fo6erkbvxpi4zz9stoqhqmii6jy5iwtnigqudjoiehye1u4bbtkr7p71oquxvaa%2bnpby1bjadunlihbibnvlpjxld%2b35vh7lsw%3d%3d"}],"group" "cf nel","max age " 604800 } server information about the software used by the origin server cloudflare set cookie http response header set cookie zendesk cookie=bahjihl7imrldmljzv90b2tlbnmiont9fqy6bkvu 0bf2100788cb010d0183feca16aaf88ccaf719ca; path=/; expires=thu, 06 feb 2025 06 14 18 gmt; secure; httponly; samesite=none, cfruid=7f5f5530d2e1669605c721e9adca140c4c43edb1 1707217984; path=/; domain= swimlane8983 zendesk com; httponly; secure; samesite=none strict transport security http response header strict transport security max age=31536000; includesubdomains transfer encoding http response header transfer encoding chunked x frame options http response header x frame options sameorigin x rate limit http response header x rate limit 400 x rate limit remaining http response header x rate limit remaining 399 x request id a unique identifier for the request 8511aca11b3d85d9 bom, 8511aca11b3d85d9 bom x runtime http response header x runtime 0 092227 x zendesk api gateway http response header x zendesk api gateway yes x zendesk api version http response header x zendesk api version v2 x zendesk api warn http response header x zendesk api warn { \ allowed parameters =>{ \ controller =>"tickets", \ action =>"recent", \ unpermitted keys =>\["external id"], \ invalid values =>\[]}} x zendesk application version http response header x zendesk application version v19948 x zendesk origin server http response header x zendesk origin server classic app server 945b44d88 4sl9b x zendesk zorg http response header x zendesk zorg yes zendesk ep http response header zendesk ep 22 zendesk ratelimit tickets index http response header zendesk ratelimit tickets index total=100; remaining=99; resets=23 zendesk ratelimit tickets update http response header zendesk ratelimit tickets update total=20; remaining=19; resets=58