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.

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.

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

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

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

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

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

// Search on 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: [

Implement the updateTicket service according to the Zendesk API:

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 =;
      return record;

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

const { PermissionMiddlewareCreator } = require('forest-express-sequelize');
const permissionMiddlewareCreator = new PermissionMiddlewareCreator(
const {
} = require('../services/zendesk-tickets-service');
  (request, response, next) => {
    const ticketId =[0];
    const newValues = {
      priority:['New Ticket Priority'],

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

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...

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