Best answer

Circular updates for Github and Zendesk

  • 3 November 2020
  • 6 replies

I have one Zap working just fine. For each new Zendesk ticket assigned to my team, it creates a corresponding Github Issue in our repo, including the URL of the originating Zendesk ticket.


What I’m hoping for is a second Zap that can update the Zendesk ticket with the URL of the Github issue. 

My current Zap is triggered by a new GH issue (created by the first Zap), however I am stuck on how to get back to the originating Zendesk issue for the update.

Thanks in advance!


Best answer by jesse 7 January 2021, 00:30

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6 replies

Userlevel 7
Badge +14

Why not just add a 3rd step to the Zap to update the value back into the Zendesk Ticket?

  1. Zendesk - New Ticket
  2. GitHub - Create Issue
  3. Zendesk - Update Ticket

Otherwise, try using the Zendesk URL, which probably has the Zendesk Ticket ID.

That makes sense. Where I’m getting stuck is on step 3, what value do I put in the required “Ticket” field so that it knows what ticket URL to update?

Userlevel 7
Badge +14

Generally apps rely on system generated IDs.

So there should be an ID from the trigger step that you can pipe thru to the Ticket field using a Custom mapping.

Sometimes underneath the field there is a description that explains the type of data point expected.

I used the Zendesk ticket ID value and it passed the test. I am just waiting for a proper ticket to come into the queue. 

I’ll post here if it works.

I had to make sure to use HTML URL, not URL But it’s working now.

Userlevel 7
Badge +9

Hey @Choltron glad to hear you were able to get things sorted here! To recap for anyone following this thread, the solution was to use a multi-step Zap with the following configuration:

  1. Zendesk - New Ticket
  2. GitHub - Create Issue
  3. Zendesk - Update Ticket

From there, insert the Zendesk ticket ID from Step 1 in the “Ticket” field of Step 3 to dynamically provide an update to the same ticket.