Update Zendesk Tickets
  • 10 Apr 2024
  • 3 Minutes to read
  • Dark
    Light
  • PDF

Update Zendesk Tickets

  • Dark
    Light
  • PDF

Article summary

Update Zendesk Tickets updates a ticket in Zendesk for each entity retrieved from the saved query supplied as a trigger (or from the entities selected in the asset table).

Note:

You can update the information on existing tickets by running this enforcement action on each asset for which the ticket was created and update the last, all, or specific tickets linked to that asset.

See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

General Settings

  • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonius. You can change the name according to your needs.
  • Add description - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
  • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
  • Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
  • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

  • Use stored credentials from Zendesk adapter - Select this option to use the Zendesk connected adapter credentials.
    • When you select this option, the Select Adapter Connection dropdown becomes available, and you can choose which adapter connection to use for this Enforcement Action.

Required Fields

These fields must be configured to run the Enforcement Set.

Ticket Main Settings

These fields are optional.

  • Ticket Status - From the dropdown, select the ticket status: new, open, pending, hold, solved, closed.
  • Ticket Assignee - Type the name of the user assigned to the ticket.
  • Ticket Comments - Type comments for this ticket.
  • Select Which Related Tickets To Update - From the dropdown, select one of the options to specify which ticket(s) to update:
    • All Related Tickets - All tickets linked to the main asset.
    • Last Created Ticket - The latest ticket linked to the main asset.
    • Choose Specific Tickets - The tickets having specific IDs.
      • Tickets IDs to Update - Enter a comma-separated list of IDs of tickets that are to be updated.

Ticket Additional Settings

These fields are optional.

  • Additional fields - Specify additional fields to be added as key/value pairs in a JSON format.
    For example:

    {"field1": "value1", "field2": "value2"}
    

    If one of the specified fields is invalid, the request might fail.

  • Mapping Fields From Axonius - Use the Field Mapping Wizard to map Axonius fields to fields in Zendesk (Vendor fields). In this way, you can transfer data found in Axonius into Zendesk. The wizard shows you which fields exist in the Axonius system, allowing you to map them easily.
    Note:

    For details, see Axonius to External Field Mapping (where in step 3, the external fields to fill in are the Vendor fields).

Connection and Credentials

These fields are optional.

Connection Parameters

If Use stored credentials from the Zendesk adapter is disabled, these fields are required:

  • Sub Domain - The sub-domain of the Zendesk server.
  • User Name - User name associated with a user account that has permissions to update assets.
  • API Key/Token - An API Key/Token associated with a user account that has permissions to update assets.
  • Password - The password of the Axonius dedicated user account.
  • 2FA Secret Key - The secret generated in Zendesk for setting up two-factor authentication for the Zendesk user created to collect SaaS Management data. See Zendesk documentation for instructions on how to set up two-factor authentication (2FA) and generate the 2FA secret.
  • Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

  • HTTPS Proxy - Connect the adapter to a proxy instead of directly connecting it to the domain.

  • HTTPS Proxy User Name - The user name to use when connecting to the server using the  HTTPS Proxy.

  • HTTPS Proxy Password - The password to use when connecting to the server using the  HTTPS Proxy.

  • Gateway Name - Select the gateway through which to connect to perform the action.


For more details about other Enforcement Actions available, see Action Library.


Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.