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    Update Zendesk Tickets
    • 23 Feb 2025
    • 3 Minutes to read
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    Contents

    Update Zendesk Tickets

    • Updated on 23 Feb 2025
    • 3 Minutes to read
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    Article summary

    Update Zendesk Tickets updates tickets relevant for:

    • Assets matching the Enforcement Set query or assets selected on the relevant asset page. For example, if the action is triggered on asset type=Users, the action updates tickets linked to each user.
      • When the action is triggered on any asset type except Tickets (for example, Users), the enforcement action updates all tickets or the latest ticket linked to each asset resulting from the selected query, according to your selection in the Select Which Related Tickets To Update dropdown (see below).
      • When the action is triggered on asset type=Tickets, the action runs on all tickets resulting from the selected query. (The Select Which Related Tickets To Update dropdown is not relevant.)

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

    Note:

    Required Fields

    These fields must be configured to run the Enforcement Set.

    • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
    • 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.
      Note:
      To use this option, you must successfully configure a Zendesk adapter connection.

    • Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

    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 - Relevant when this enforcement action runs on an asset category other than Tickets. Select one of the options:

      • All Related Tickets - Update all tickets linked to the main asset.
      • Last Created Ticket - Update the last reported ticket linked to the main asset.
      • Choose Specific Tickets - Update specific tickets based on their ticket IDs.
        • Ticket IDs to Update - From the dropdown that opens, select the IDs of the tickets to update.

    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

    When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

    • 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 (optional) - 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 (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.
    • HTTPS Proxy User Name (optional) - The user name to use when connecting to the server using the  HTTPS Proxy.
    • HTTPS Proxy Password (optional) - 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.

    Required Permissions

    The stored credentials, or those provided in Connection and Credentials, must have permission to perform this Enforcement Action.

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

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