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

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## 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`

{% code title="forest/zendesk\_tickets.js" %}

```javascript
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: [],
});
```

{% endcode %}

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:

![](/files/MaXwxrNTHvmtx1n2WJIj)

### 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](https://docs.forestadmin.com/documentation/reference-guide/actions/create-and-manage-smart-actions) like this:

{% code title="forest/zendesk\_tickets.js" %}

```javascript
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:[]
}
```

{% endcode %}

Implement the `updateTicket` service according to the [Zendesk API](https://developer.zendesk.com/rest_api/docs/support/tickets#update-ticket):

{% code title="services/zendesk-tickets-service.js" %}

```javascript
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;
    });
}
```

{% endcode %}

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

{% code title="routes/zendesk\_tickets.js" %}

```javascript
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);
  }
);
```

{% endcode %}

{% hint style="success" %}
You now have full integration with Zendesk!\
\
To go further, please [check our Github repository and explore how to](https://github.com/existenz31/forest-zendesk):

* 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...
  {% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.forestadmin.com/documentation/reference-guide/integrations/zendesk/bonus-direct-link-to-zendesk-+-change-priority-of-a-ticket.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.