Zendesk Support Custom Objects Example
This config showcases how to define a CX app that uses Custom Objects. One object must be defined with ac_object set to "Contact" to map any contact data to the core Contact. One or more objects can be defined without ac_object and will be stored as records bound to the associated Contact.
To learn how to define these objects in detail, please refer to our Custom Objects reference.
{
"$version": "2",
"api": {
"base_url": "https://${subdomain}.zendesk.com"
},
"auth": {
"zendesk-auth": {
"type": "oauth2",
"configuration": {
"authorization_base_url": "https://${subdomain}.zendesk.com/oauth/authorizations/new",
"client_id": "",
"client_secret": "",
"token_url": "https://${subdomain}.zendesk.com/oauth/tokens",
"scopes": [
"targets:write",
"tickets:write",
"users:write",
"triggers:write",
"read"
],
"refresh_url": "https://${subdomain}.zendesk.com/oauth/tokens"
},
"defined_fields": {
"subdomain": {
"label": "Account Subdomain",
"placeholder": "Enter your Account Subdomain",
"help_text": "Your subdomain immediately precedes the .zendesk.com portion of your Zendesk url."
}
}
}
},
"data_intake": [
{
"name": "form_webhook",
"type": "webhook",
"scope": "workflow",
"create": {
"!pipe": [
{
"!http": {
"path": "api/v2/targets.json",
"method": "POST",
"headers": {
"content-type": "application/json"
},
"body": {
"target": {
"type": "http_target",
"title": "ActiveCampaign webhook target",
"target_url": "${webhook.url}",
"method": "post",
"content_type": "application/json"
}
}
}
},
{
"!jq": "{target_id: .target.id}"
},
{
"!save": {
"scope": "workflow"
}
},
{
"!http": {
"method": "POST",
"path": "/api/v2/triggers",
"headers": {
"content-type": "application/json"
},
"body": {
"trigger": {
"title": "Ticket Created",
"conditions": {
"all": [
{
"field": "update_type",
"value": "Create"
}
]
},
"actions": [
{
"field": "notification_target",
"value": [
"${piped_content.2.target_id}",
"{\"type\": \"ticket_created\", \"data\": {\"ticket_id\": \"{{ticket.id}}\", \"requester_id\": \"{{ticket.requester.id}}\"}}"
]
}
]
}
}
}
},
{
"!jq": ".trigger | {ticket_created_trigger_id: .id}"
},
{
"!save": {
"scope": "workflow"
}
},
{
"!http": {
"method": "POST",
"path": "/api/v2/triggers",
"headers": {
"content-type": "application/json"
},
"body": {
"trigger": {
"title": "Ticket Updated",
"conditions": {
"all": [
{
"field": "update_type",
"value": "Change"
}
]
},
"actions": [
{
"field": "notification_target",
"value": [
"${piped_content.2.target_id}",
"{\"type\": \"ticket_updated\", \"data\": {\"ticket_id\": \"{{ticket.id}}\", \"requester_id\": \"{{ticket.requester.id}}\"}}"
]
}
]
}
}
}
},
{
"!jq": ".trigger | {ticket_updated_trigger_id: .id}"
},
{
"!save": {
"scope": "workflow"
}
}
]
},
"delete": {
"!pipe": [
{
"!http": {
"method": "DELETE",
"path": "/api/v2/triggers/${data.workflow.ticket_created_trigger_id}"
}
},
{
"!http": {
"method": "DELETE",
"path": "/api/v2/triggers/${data.workflow.ticket_updated_trigger_id}"
}
},
{
"!http": {
"method": "DELETE",
"path": "/api/v2/targets/${data.workflow.target_id}"
}
}
]
}
}
],
"objects": [
{
"name": "user",
"labels": {
"singular": "User",
"plural": "Users"
},
"description": "Zendesk Support User",
"ac_object": "Contact",
"from_reference": {
"!http": {
"method": "GET",
"path": "/api/v2/users/${reference}"
}
},
"external_id": "id",
"fields": []
},
{
"name": "ticket",
"labels": {
"singular": "Zendesk Support Ticket",
"plural": "Zendesk Support Tickets"
},
"description": "Tickets created in Zendesk Support",
"event_type_field": ".type",
"event_types": [
{
"value": "ticket_created",
"display": "Ticket Created",
"description": "Occurs when a ticket is created"
},
{
"value": "ticket_updated",
"display": "Ticket Updated",
"description": "Occurs when a ticket is updated"
}
],
"from_reference": {
"!http": {
"path": "/api/v2/tickets/${reference}.json",
"method": "GET"
}
},
"transform": {
"status": ".status",
"id": ".id",
"priority": ".priority",
"type": ".type",
"updated_at": ".updated_at",
"assignee_id": ".assignee_id",
"brand_id": ".brand_id",
"created_at": ".created_at",
"description": ".description",
"due_at": ".due_at",
"external_id": ".external_id",
"forum_topic_id": ".forum_topic_id",
"group_id": ".group_id",
"organization_id": ".organization_id",
"problem_id": ".problem_id",
"raw_subject": ".raw_subject",
"recipient": ".recipient",
"requester_id": ".requester_id",
"subject": ".subject",
"submitter_id": ".submitter_id",
"ticket_form_id": ".ticket_form_id",
"url": "[\"https://\", ${subdomain}, \".zendesk.com/agent/tickets/\", (.id|tostring)] | join(\"\")"
},
"relationships": [
{
"description": "User that requested this ticket",
"object": "user",
"has_many": false,
"field": ".data.requester_id",
"type": "reference",
"id": "user",
"labels": {
"singular": "User",
"plural": "Users"
}
}
],
"fields": [
{
"id": "status",
"labels": {
"singular": "Status",
"plural": "Statuses"
},
"description": "Status of the ticket",
"type": "text",
"is_required": false
},
{
"id": "id",
"labels": {
"singular": "Ticket ID",
"plural": "Ticket IDs"
},
"description": "Main identifier of the ticket",
"type": "number",
"is_required": true
},
{
"id": "priority",
"labels": {
"singular": "Priority",
"plural": "Priorities"
},
"description": "Priority of the ticket",
"type": "text",
"is_required": false
},
{
"id": "type",
"labels": {
"singular": "Type",
"plural": "Types"
},
"description": "Type of ticket",
"type": "text",
"is_required": false
},
{
"id": "updated_at",
"labels": {
"singular": "Updated At",
"plural": "Updated Ats"
},
"description": "The time the ticket was last updated",
"type": "datetime",
"is_required": false
},
{
"id": "assignee_id",
"labels": {
"singular": "Assignee ID",
"plural": "Assignee IDs"
},
"description": "The user currently assigned to the ticket",
"type": "number",
"is_required": false
},
{
"id": "brand_id",
"labels": {
"singular": "Brand ID",
"plural": "Brand IDs"
},
"description": "The id of the brand this ticket is associated with",
"type": "number",
"is_required": false
},
{
"id": "created_at",
"labels": {
"singular": "Created At",
"plural": "Created Ats"
},
"description": "When this ticket was created",
"type": "datetime",
"is_required": false
},
{
"id": "description",
"labels": {
"singular": "Ticket Description",
"plural": "Ticket Descriptions"
},
"description": "First comment of the ticket",
"type": "text",
"is_required": true
},
{
"id": "due_at",
"labels": {
"singular": "Due At",
"plural": "Due Ats"
},
"description": "Due date for the ticket",
"type": "datetime",
"is_required": false
},
{
"id": "external_id",
"labels": {
"singular": "External ID",
"plural": "External ID"
},
"description": "An id you can use to link Zendesk Support tickets to local records",
"type": "text",
"is_required": false
},
{
"id": "forum_topic_id",
"labels": {
"singular": "Forum Topic ID",
"plural": "Forum Topic IDs"
},
"description": "The topic in the Zendesk Web portal this ticket originated from",
"type": "number",
"is_required": false
},
{
"id": "group_id",
"labels": {
"singular": "Group ID",
"plural": "Group IDs"
},
"description": "The group this ticket is assigned to",
"type": "number",
"is_required": false
},
{
"id": "organization_id",
"labels": {
"singular": "Organization ID",
"plural": "Organization IDs"
},
"description": "The organization of the ticket requester",
"type": "number",
"is_required": false
},
{
"id": "problem_id",
"labels": {
"singular": "Problem ID",
"plural": "Problem IDs"
},
"description": "For tickets of type \"incident\", the ID of the problem the incident is linked to",
"type": "number",
"is_required": false
},
{
"id": "raw_subject",
"labels": {
"singular": "Raw Subject",
"plural": "Raw Subjects"
},
"description": "The dynamic content placeholder, if present, or the \"subject\" value, if not",
"type": "text",
"is_required": false
},
{
"id": "recipient",
"labels": {
"singular": "Recipient",
"plural": "Recipients"
},
"description": "The original recipient e-mail address of the ticket",
"type": "text",
"is_required": false
},
{
"id": "requester_id",
"labels": {
"singular": "Requester ID",
"plural": "Requester IDs"
},
"description": "The user who requested the ticket",
"type": "number",
"is_required": true
},
{
"id": "subject",
"labels": {
"singular": "Ticket Subject",
"plural": "Ticket Subjects"
},
"description": "Subject of the ticket",
"type": "text",
"is_required": true
},
{
"id": "submitter_id",
"labels": {
"singular": "Submitter ID",
"plural": "Submitter IDs"
},
"description": "The user who submitted the ticket",
"type": "number",
"is_required": false
},
{
"id": "ticket_form_id",
"labels": {
"singular": "Ticket Form ID",
"plural": "Ticket Form IDs"
},
"description": "The id of the ticket form to render for the ticket",
"type": "number",
"is_required": false
},
{
"id": "url",
"labels": {
"singular": "Ticket URL",
"plural": "Ticket URLs"
},
"description": "The url of this ticket",
"type": "text",
"is_required": false
}
],
"external_id": "${subdomain} + \".\" + (.id|tostring)"
}
],
"workflows": [
{
"name": "create-or-update-contacts",
"type": "generic",
"resource_type": {
"singular": "Ticket",
"plural": "Tickets"
},
"label": "Create or Update Contacts from Zendesk Support Tickets",
"description": "Create or update a contact in ActiveCampaign based on the ticket requester in Zendesk Support",
"data_intake": "form_webhook",
"auth": "zendesk-auth",
"setup": {
"connect": {
"label": "Connect",
"describe_connection": {
"!pipe": [
{
"!http": {
"method": "GET",
"path": "/api/v2/users/me",
"headers": {
"content-type": "application/json"
}
}
},
{
"!jq": ".user | {account_id: .id, description: [.name, .email] | join(\" - \")}"
}
]
}
},
"select": {
"label": "Zendesk Support Select Step",
"description": "This is an empty select step.",
"form_fields": [],
"describe_selection": {
"resource_id": {
"!jq": "\"Zendesk\""
},
"display": {
"!jq": "\"Ticket\""
}
}
},
"map": {
"label": "Mapping",
"describe_source": {
"label": "Zendesk Support",
"options": {
"!pipe": [
{
"!http": {
"method": "GET",
"path": "/api/v2/user_fields",
"headers": {
"content-type": "application/json"
}
}
},
{
"!jq": "[.user_fields[] | {id: ([\"user_fields__\", .key] | add), title: .raw_title, type: \"string\"}]"
},
{
"!jq": "([\"active\", \"alias\", \"chat_only\", \"first_name\", \"last_name\", \"email\", \"created_at\", \"custom_role_id\", \"default_group_id\", \"details\", \"external_id\", \"iana_time_zone\", \"id\", \"last_login_at\", \"locale\", \"locale_id\", \"moderator\", \"name\", \"notes\", \"only_private_comments\", \"organization_id\", \"phone\", \"report_csv\", \"restricted_agent\", \"role\", \"role_type\", \"shared\", \"shared_agent\", \"shared_phone_number\", \"signature\", \"suspended\", \"ticket_restriction\", \"time_zone\", \"two_factor_auth_enabled\", \"updated_at\", \"url\", \"verified\"] | map({id: ., title: . | split(\"_\") | join(\" \"), type: \"string\"})) + ."
}
]
}
},
"describe_target": {
"label": "ActiveCampaign",
"options": {
"!resource": "ActiveCampaignContact.fields"
}
}
}
},
"data_pipeline": {
"source": {
"!pipe": [
{
"!resource": {
"action": "ActiveCampaignCustomObject.from_reference",
"object": "ticket",
"data": "${piped_content.0.data.ticket_id}"
}
},
{
"!jq": ".ticket"
},
{
"!resource": {
"action": "ActiveCampaignCustomObject.transform",
"object": "ticket",
"data": "${piped_content.2}"
}
},
{
"!resource": {
"action": "ActiveCampaignCustomObject.from_reference",
"object": "user",
"data": "${piped_content.0.data.requester_id}"
}
},
{
"!jq": ".user | . + { first_name: .name | split(\" \") | first, last_name: (.name | split(\" \") as $name | $name - ($name | [first]) | join(\" \")) } + ([paths as $path | select($path[0]==\"user_fields\") | {\"key\": $path | join(\"__\"), \"value\": getpath($path)}] | from_entries)"
}
]
},
"target": {
"!pipe": [
{
"!resource": "ActiveCampaignContact"
},
{
"!resource": {
"action": "ActiveCampaignCustomObject.sync",
"object": "ticket",
"data": {
"external_id": "${subdomain} + \".\" + (.id|tostring)}",
"fields": "${source_data.piped_content.3}",
"relationships": [
{
"name": "primary-contact",
"value": [
"${piped_content.1.contact_id}"
]
}
]
}
}
}
]
}
}
}
]
}
Updated over 2 years ago