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 udpateTicket(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 {getTickets, getTicket, udpateTicket} = 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'],
  };

  udpateTicket(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 Zendek Ticket

• Get the Zendesk User for a User

• Get the requested tickets for a Zendesk User

• and more...