Zendesk

Use this package to create and/or update tickets in your Zendesk formit integration.

This package includes a FormIt hook for creating and updating tickets in Zendesk.

Signup for a Zendesk account here.

Authentication

This package authenticates with the Zendesk API using the OAuth client credentials flow. It is intended for server-to-server automation with no user interaction, so no refresh token is issued — a new access token is requested automatically whenever the current one expires.

Configure the OAuth client

Create an OAuth client in Zendesk Admin Center under Apps and integrations > APIs > OAuth clients.

The client type must be set to Confidential. The client credentials flow only works with confidential (server-side) clients.

After saving, note the Identifier and Secret — the Secret is shown only once. Actions performed with a client credentials token are attributed to the Zendesk user who created the OAuth client, typically an admin.

System Settings

| Key | Description | |-----------------------|-------------------------------------------------------------------------------------| | zendesk.domain | The prefix domain of your Zendesk account, e.g. {{domain}}.zendesk.com | | zendesk.client_id | The Identifier of your Zendesk OAuth client | | zendesk.client_secret | The Secret of your Zendesk OAuth client | | zendesk.scope | The OAuth scopes requested when obtaining an access token. Defaults to read write |

Hook Options

| Option | Default | Description | |----------------------|-----------------------------|--------------------------------------------------------------| | zdAllowNewTicket | true | Allows new tickets to be created | | zdAllowCommentTicket | true | Allows commenting on existing tickets (requires a ticket ID) | | zdAllowCommentClosed | false | Allow commenting on closed tickets | | zdPublicComment | true | Set comments as public | | zdTicketField | ticket | The field name for the ticket ID | | zdEmailField | email | The field name for the commentor email | | zdNameField | name | The field name for the commentor name | | zdCommentField | comment | The field name for the ticket message | | zdSubject | New Ticket from [[+name]] | The subject of a new ticket |

Example Usage

• Switched authentication from API tokens to the OAuth client credentials flow.
• Replaced the zendesk.user and zendesk.token system settings with zendesk.client_id, zendesk.client_secret, and zendesk.scope.
• Fixed user creation to reuse an existing user matched by email instead of always creating a new one.