BizTalk Adapter for Zendesk

Build 20.0.7654

Tickets

Create, update, delete, and query Tickets.

Table Specific Information

Select

The following queries are processed server side.
SELECT * FROM Tickets

SELECT * FROM Tickets WHERE Id = '123'

SELECT * FROM Tickets WHERE Id IN ('123', '456')

SELECT * FROM Tickets WHERE UserId = '123'

SELECT * FROM Tickets WHERE OrganizationId = '123'

SELECT * FROM Tickets WHERE ViewId = '123'

The following ticket property keywords (columns/pseudo-columns) from the Search API are supported in the WHERE clause: created (CreatedAt), updated (UpdatedAt), due_date (DueAt), assignee, submitter, requester, via, subject, description, status, priority, ticket_type (Type), group, tags, commenter, cc, has_attachment. The supported search operators are: =, <, >, <=, >=. For example:

SELECT * FROM Tickets WHERE CreatedAt='2017-02-15'

SELECT * FROM Tickets WHERE CreatedAt>'2017-02-15 10:15:00 AM' AND Status='open'

Other filters are processed client side within the adapter. You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Description or Comment fields are required to insert. Any other Custom Field of the ticket may be required to insert. Allowed for Agents.

INSERT INTO Tickets(Subject, Description) VALUES('My printer is on fire!', 'The smoke is very colorful.')

To insert multiple tickets, see Batch Processing for an example.

Update

You must specify the Id of the ticket to update it. All fields that are not read-only (readonly="false" in the table) are optional. Allowed for Agents.

UPDATE Tickets SET Subject='updated', Status='Open' WHERE Id='123'

You can create a new ticket comment by updating the ticket:

UPDATE Tickets SET Comment='this is a new comment'  WHERE Id='123'

To make the same change to multiple tickets, use the following SQL statement:

UPDATE Tickets SET Status='Open' WHERE Id IN ('123','456')

To make different changes to multiple tickets, see Batch Processing for an example.

Delete

You must specify the Id of the ticket to delete it. Allowed for Admins.

DELETE FROM Tickets WHERE Id='123'

You can delete many tickets simultaneously by providing their ids:

DELETE FROM Tickets WHERE Id IN ('123','456')

You can also delete many tickets simultaneously by using Batch Processing.

To get the Ids of deleted tickets run this query:

GETDELETED FROM Tickets

To delete a ticket permanently use the DeleteTicketsPermanently stored procedure.

Columns

Name Type ReadOnly References Description
Id [KEY] Integer False

Automatically assigned when the ticket is created.

Subject String False

The value of the subject field for this ticket. When used in WHERE clause: The text in the ticket's subject

RawSubject String False

The dynamic content placeholder, if present, or the subject value, if not.

Description String False

The first comment on the ticket. When used in WHERE clause: The text in the ticket's description and comments

Type String False

The type of this ticket. Possible values: problem, incident, question or task.

Priority String False

The urgency with which the ticket should be addressed. Possible values: urgent, high, normal, low.

Status String False

The state of the ticket. Possible values: new, open, pending, hold, solved, closed.

Recipient String False

The original recipient e-mail address of the ticket.

HasIncidents Boolean False

Is true of this ticket has been marked as a problem, false otherwise.

DueAt Datetime False

If this is a ticket of type task it has a due date. Due date format uses ISO 8601 format.

RequesterId String False

Users.Id

The user who requested this ticket.

SubmitterId String False

Users.Id

The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket.

AssigneeId String False

Users.Id

The agent currently assigned to the ticket.

OrganizationId String False

Organizations.Id

The organization of the requester. You can only specify the ID of an organization associated with the requester.

GroupId Long False

Groups.Id

The group this ticket is assigned to. When used in WHERE clause: The assigned agent's group name.

CollaboratorIds String False

The ids of users currently cc-ed on the ticket.

FollowerIds String False

Agents currently following the ticket.

ForumTopicId String False

Topics.Id

The topic this ticket originated from, if any.

ProblemId String False

Tickets.Id

For tickets of type incident, the ID of the problem the incident is linked to.

ExternalId String False

An id you can use to link Zendesk Support tickets to local records.

FollowupIds String False

Closed tickets only. The ids of the followups created from this ticket.

ViaFollowupSourceId String False

POST requests only. The id of a closed ticket when creating a follow-up ticket..

MacroIds String False

POST requests only. List of macro IDs to be recorded in the ticket audit.

TicketFormId String False

TicketForms.Id

Enterprise only. The id of the ticket form to render for the ticket.

BrandId Long False

Brands.Id

Enterprise only. The id of the brand this ticket is associated with.

Tags String False

The array of tags applied to this ticket.

ViaChannel String False

This tells you how the ticket or event was created. Examples: web, mobile, rule, system.

ViaSource String False

The ticket's source.

CustomFields String False

Custom fields for the ticket.The values of custom field are set and get dynamically

SatisfactionRating String False

The satisfaction rating of the ticket, if it exists, or the state of satisfaction, 'offered' or 'unoffered'.

SharingAgreementIds String False

The ids of the sharing agreements used for this ticket.

AllowChannelback Boolean False

Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket.

IsPublic Boolean False

Is true if any comments are public, false otherwise.

CreatedAt Datetime False

When this record was created.

UpdatedAt Datetime False

When this record last got updated.

Url String False

The API url of this ticket.

View_Id String False

Views.Id

The view that tickets belong to.

User_Id String False

Users.Id

The user that tickets belong to.

Assignee String False

The assigned agent or other entity. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number

GroupName String False

The assigned agent's group name.

Requester String False

The ticket requester. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number.

Submitter String False

The ticket submitter. This may be different than the requester if the ticket was submitted by an agent on behalf of the requester. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number. .

Brand String False

Search for a specific Brand on a ticket.

Via String False

The ticket's source, which can be any of the following:mail, api, phone, etc.

Solved Datetime False

The date the ticket was set to solved.

Commenter String False

People who have added comments to tickets. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number.

Cc String False

People who have been CC'd on tickets. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number.

HasAttachment Boolean False

Search for all tickets with or without attachments using 'true' or 'false'.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name Type Description
Comment String

Used to create a comment on the ticket, when creating or updating a ticket..

IsPublicComment Boolean

Used when creating a comment on the ticket. Set this to true to add a public comment and false to add an internal note.

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Build 20.0.7654