Bonus: Direct link to Zendesk + change priority of a ticket

Please be sure of your agent type and version and pick the right documentation accordingly.

Node.js

This is the documentation of the forest-express-sequelize and forest-express-mongoose Node.js agents that will soon reach end-of-support.

forest-express-sequelize v9 and forest-express-mongoose v9 are replaced by @forestadmin/agent v1.

Please check your agent type and version and read on or switch to the right documentation.

Ruby on Rails

This is still the latest Ruby on Rails documentation of the forest_liana agent, you’re at the right place, please read on.

Python

This is the documentation of the django-forestadmin Django agent that will soon reach end-of-support.

If you’re using a Django agent, notice that django-forestadmin v1 is replaced by forestadmin-agent-django v1.

If you’re using a Flask agent, go to the forestadmin-agent-flask v1 documentation.

Please check your agent type and version and read on or switch to the right documentation.

PHP

This is the documentation of the forestadmin/laravel-forestadmin Laravel agent that will soon reach end-of-support.

If you’re using a Laravel agent, notice that forestadmin/laravel-forestadmin v1 is replaced by forestadmin/laravel-forestadmin v3.

If you’re using a Symfony agent, go to the forestadmin/symfony-forestadmin v1 documentation.

Please check your agent type and version and read on or switch to the right documentation.

Bonus: Direct link to Zendesk + change priority of a ticket

Create a Direct Link to Zendesk

The next step is to build a direct link to the Zendesk Ticket using a URL. We are going to implement a smart field for this. To build the URL, we simply use Zendesk's convention: ZENDESK_URL_PREFIX/agent/tickets/ticketId

forest/zendesk_tickets.js

const ZENDESK_URL_PREFIX = `https://${process.env.ZENDESK_SUBDOMAIN}.zendesk.com`;

collection('zendesk_tickets', {
  actions: [],
  fields: [{
    field: 'direct_url',
    type: 'String',
    get: (ticket) => {
      return `${ZENDESK_URL_PREFIX}/agent/tickets/${ticket.id}`;
    },
  },
  ...
  ],
  segments: [],
});

Once the smart field is added, just set up the Display Widget in Forest UI to allow the display of the URL as a Link:

Change the priority of a ticket

Let's say your operations team wants to change the priority of Zendesk tickets directly from Forest Admin.

For doing so, let's create a simple Smart Action like this:

forest/zendesk_tickets.js

const { collection } = require('forest-express-sequelize');

const ZENDESK_URL_PREFIX = `https://${process.env.ZENDESK_SUBDOMAIN}.zendesk.com`;

// Search on tickets => https://support.zendesk.com/hc/en-us/articles/203663206-Searching-tickets
collection('zendesk_tickets', {
  actions: [{
    name: 'Change Priority',
    type: 'single',
    endpoint: '/forest/actions/zendesk-ticket-change-priority',
    fields: [
      {
        field: 'New Ticket Priority',
        description: 'What is the new priority?',
        type: 'Enum',
        enums: ['urgent', 'high', 'normal', 'low'],
        isRequired: true
      },
    ],
  }],
  fields: [
    ...
  ],
  segments:[]
}

Implement the updateTicket service according to the Zendesk API:

services/zendesk-tickets-service.js

async function updateTicket(ticketId, newValues) {
  const body = {
    ticket: newValues,
  };
  return axios
    .put(`${ZENDESK_URL_PREFIX}/api/v2/tickets/${ticketId}`, body, {
      headers: {
        Authorization: `Basic ${getToken()}`,
      },
    })
    .then(async (resp) => {
      let record = resp.data.ticket;
      return record;
    });
}

And now, we need to implement the route to handle this Smart Action:

routes/zendesk_tickets.js

const { PermissionMiddlewareCreator } = require('forest-express-sequelize');
const permissionMiddlewareCreator = new PermissionMiddlewareCreator(
  'companies'
);
const {
  getTickets,
  getTicket,
  updateTicket,
} = require('../services/zendesk-tickets-service');

router.post(
  '/actions/zendesk-ticket-change-priority',
  permissionMiddlewareCreator.smartAction(),
  (request, response, next) => {
    const ticketId = request.body.data.attributes.ids[0];
    const newValues = {
      priority: request.body.data.attributes.values['New Ticket Priority'],
    };

    updateTicket(ticketId, newValues)
      // eslint-disable-next-line no-unused-vars
      .then(async function (recordUpdated) {
        response.send({
          success: 'Ticket Priority changed!',
        });
      })
      .catch(next);
  }
);

You now have full integration with Zendesk! To go further, please check our Github repository and explore how to:

• Get the Assignee, Submitter & Requester users for a Zendesk Ticket

• Get the Zendesk User for a User

• Get the requested tickets for a Zendesk User

• and more...