{ "workflow": { "id": 1820, "name": "Sync Zendesk tickets to Slack thread", "views": 1742, "recentViews": 0, "totalViews": 1742, "createdAt": "2022-11-01T10:33:21.817Z", "description": "This workflow creates a Slack thread when a new ticket is created in Zendesk. Subsequent comments on the ticket in Zendesk are added as replies to the thread in Slack.\n\n## Prerequisites\n\n- Zendesk account and [Zendesk credentials](https://docs.n8n.io/integrations/builtin/credentials/zendesk/).\n- Slack account and [Slack credentials](https://docs.n8n.io/integrations/builtin/credentials/slack/).\n- Slack channel to create threads in.\n\n## How it works\n\n1. The workflow listens for new tickets in Zendesk.\n2. When a new ticket is created, the workflow creates a new thread/message in Slack. The Slack thread ID is then saved in one of the ticket's fields called \"Slack thread ID\".\n3. The next time a comment is added to the ticket, the workflow retrieves the Slack thread ID from the ticket's field and adds the comment to the thread/message in Slack as a reply.\n\n## Setup\n\nThis workflow requires that you set up a webhook in Zendesk. To do so, follow the steps below:\n\n1. In the workflow, open the `On new Zendesk ticket` node and copy the webhook URL.\n2. In Zendesk, navigate to Admin Center > Apps and integrations > Webhooks > Actions > Create Webhook.\n3. Add all the required details which can be retrieved from the `On new Zendesk ticket` node. The webhook URL gets added to the “Endpoint URL” field, and the “Request method” should match what is shown in n8n.\n4. Save the webhook.\n5. In Zendesk, navigate to Admin Center > Objects and rules > Business rules > Triggers > Add trigger.\n6. Give trigger a name such as “New tickets”.\n7. Under “Conditions” in “Meet ALL of the following conditions”, add “Status is New”.\n8. Under “Actions”, select “Notify active webhook” and select the webhook you created previously.\n9. In the JSON body, add the following:\n \n ```\n {\n \t\"id\": \"{{ticket.id}}\",\n \t\"comment\": \"{{ticket.latest_comment_html}}\"\n }\n ```\n \n10. Save the Zendesk trigger.\n\nYou will also need to set up a field in Zendesk to store the Slack thread ID. To do so, follow the steps below:\n\n1. In Zendesk, navigate to Admin Center > Objects and rules > Tickets > Fields > Add field.\n2. Use the text field option and give the field a name such as “Slack thread ID”.\n3. Save the field.\n4. In n8n, open the `Update ticket` node and select the field you created in Zendesk.", "workflow": { "meta": { "instanceId": "237600ca44303ce91fa31ee72babcdc8493f55ee2c0e8aa2b78b3b4ce6f70bd9" }, "nodes": [ { "id": "b220e0c7-3c34-4221-8fee-11c133a5345b", "name": "Get ticket", "type": "n8n-nodes-base.zendesk", "position": [ 740, 540 ], "parameters": { "id": "={{$node[\"On new Zendesk ticket\"].json[\"body\"][\"id\"]}}", "operation": "get" }, "credentials": { "zendeskApi": { "id": "credential-id", "name": "zendeskApi Credential" } }, "typeVersion": 1 }, { "id": "e58834a7-1a94-429f-a50c-2e27293c32a0", "name": "IF", "type": "n8n-nodes-base.if", "position": [ 1140, 540 ], "parameters": { "conditions": { "string": [ { "value1": "={{$node[\"Determine\"].json[\"Slack Thread ID\"]}}", "operation": "isNotEmpty" } ] } }, "typeVersion": 1 }, { "id": "c6f82ab9-54f4-4f91-a4d9-018739c6519d", "name": "Update ticket", "type": "n8n-nodes-base.zendesk", "notes": "Update the Zendesk ticket by adding the Jira issue key to the \"Jira Issue Key\" field.", "position": [ 1540, 640 ], "parameters": { "id": "={{$node[\"On new Zendesk ticket\"].json[\"body\"][\"id\"]}}", "operation": "update", "updateFields": { "customFieldsUi": { "customFieldsValues": [ { "id": 7022397804317, "value": "={{$node[\"Create thread\"].json[\"ts\"]}}" } ] } } }, "credentials": { "zendeskApi": { "id": "credential-id", "name": "zendeskApi Credential" } }, "notesInFlow": true, "typeVersion": 1 }, { "id": "74d93ba5-d82d-4cc4-a177-bd86dbc18534", "name": "On new Zendesk ticket", "type": "n8n-nodes-base.webhook", "position": [ 540, 540 ], "webhookId": "b7845b15-0a44-4be5-b513-f4f4bb8989a6", "parameters": { "path": "b7845b15-0a44-4be5-b513-f4f4bb8989a6", "options": {}, "httpMethod": "POST" }, "typeVersion": 1 }, { "id": "65d387cd-5c7a-4567-9a3c-9fa033f98ac9", "name": "Create thread", "type": "n8n-nodes-base.slack", "position": [ 1340, 640 ], "parameters": { "text": "={{$node[\"Get ticket\"].json[\"subject\"]}}", "channel": "={{$node[\"Configure\"].parameter[\"values\"][\"string\"][0][\"value\"]}}", "attachments": [], "otherOptions": {}, "authentication": "oAuth2" }, "credentials": { "slackOAuth2Api": { "id": "credential-id", "name": "slackOAuth2Api Credential" } }, "typeVersion": 1 }, { "id": "50f5aa84-70bc-4b08-a9cc-576fbed72636", "name": "Create reply on existing thread", "type": "n8n-nodes-base.slack", "position": [ 1340, 440 ], "parameters": { "text": "={{$node[\"On new Zendesk ticket\"].json[\"body\"][\"comment\"]}}", "channel": "={{$node[\"Configure\"].parameter[\"values\"][\"string\"][0][\"value\"]}}", "attachments": [], "otherOptions": { "thread_ts": "={{$node[\"Determine\"].json[\"Slack Thread ID\"]}}" }, "authentication": "oAuth2" }, "credentials": { "slackOAuth2Api": { "id": "credential-id", "name": "slackOAuth2Api Credential" } }, "typeVersion": 1 }, { "id": "6d5e8df0-4b0b-487c-81be-93359976dd90", "name": "Configure", "type": "n8n-nodes-base.set", "position": [ 540, 360 ], "parameters": { "values": { "string": [ { "name": "Slack channel", "value": "#zendesk-YOUR_OPENAI_KEY_HERE" } ] }, "options": { "dotNotation": false } }, "typeVersion": 1 }, { "id": "934b95bb-2ffa-40a4-a2ca-02cfd646dd78", "name": "Note", "type": "n8n-nodes-base.stickyNote", "position": [ -20, 360 ], "parameters": { "width": 469.4813676974197, "height": 268.2900466166276, "content": "## Sync Zendesk tickets to Slack threads\n### Setup\n1. Add your [Zendesk credential](https://docs.n8n.io/integrations/builtin/credentials/zendesk/) to the `Get ticket` and `Update ticket` nodes.\n2. Add your [Slack credential](https://docs.n8n.io/integrations/builtin/credentials/slack/) to `Create Thread` and `Create reply on existing thread` nodes.\n3. Open `Configure` node and change \"Slack channel\" value to your slack channel (like #zendesk-YOUR_OPENAI_KEY_HERE).\n4. Activate the workflow so it runs automatically each time a Zendesk ticket is created." }, "typeVersion": 1 }, { "id": "b582f7ff-7cc6-48dc-89fc-bc8bde13b06e", "name": "Code", "type": "n8n-nodes-base.code", "notes": "if thread was created already in Slack", "position": [ 940, 540 ], "parameters": { "jsCode": "/* configure here YOUR_AWS_SECRET_KEY_HERE=================== */\n/* Zendesk field ID which represents the \"Slack Thread ID\" field.\n*/\nconst ISSUE_KEY_FIELD_ID = 7022397804317;\n\n/* YOUR_AWS_SECRET_KEY_HERE================================== */\nnew_items = [];\n\nfor (item of $items(\"Get ticket\")) {\n \n // instantiate a new variable for status\n var custom_fields = item.json[\"custom_fields\"];\n var slack_thread_id = \"\";\n for (var i = 0; i < custom_fields.length; i++) {\n if (custom_fields[i].id == ISSUE_KEY_FIELD_ID) {\n slack_thread_id = custom_fields[i].value;\n break;\n }\n }\n\n // push the new item to the new_items array\n new_items.push({\n \"Slack Thread ID\": slack_thread_id\n });\n}\n\nreturn new_items;" }, "notesInFlow": true, "typeVersion": 1 } ], "connections": { "IF": { "main": [ [ { "node": "Create reply on existing thread", "type": "main", "index": 0 } ], [ { "node": "Create thread", "type": "main", "index": 0 } ] ] }, "Code": { "main": [ [ { "node": "IF", "type": "main", "index": 0 } ] ] }, "Get ticket": { "main": [ [ { "node": "Code", "type": "main", "index": 0 } ] ] }, "Create thread": { "main": [ [ { "node": "Update ticket", "type": "main", "index": 0 } ] ] }, "On new Zendesk ticket": { "main": [ [ { "node": "Get ticket", "type": "main", "index": 0 } ] ] } } }, "lastUpdatedBy": 11, "workflowInfo": { "nodeCount": 9, "nodeTypes": { "n8n-nodes-base.if": { "count": 1 }, "n8n-nodes-base.set": { "count": 1 }, "n8n-nodes-base.code": { "count": 1 }, "n8n-nodes-base.slack": { "count": 2 }, "n8n-nodes-base.webhook": { "count": 1 }, "n8n-nodes-base.zendesk": { "count": 2 }, "n8n-nodes-base.stickyNote": { "count": 1 } } }, "status": "published", "user": { "name": "n8n Team", "username": "n8n-team", "bio": "Meet the official n8n team. We specialize in building workflows that transform intricate tasks into seamless operations.", "verified": true, "links": [ "" ], "avatar": "https://gravatar.com/avatar/b3d1a47322f05a8be3d2e7bad6a80c29161bd58b91e4762cbb3ac25e5d0db5a8?r=pg&d=retro&size=200" }, "nodes": [ { "id": 20, "icon": "fa:map-signs", "name": "n8n-nodes-base.if", "codex": { "data": { "alias": [ "Router", "Filter", "Condition", "Logic", "Boolean", "Branch" ], "details": "The IF node can be used to implement binary conditional logic in your workflow. You can set up one-to-many conditions to evaluate each item of data being inputted into the node. 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no-code workflow automations for Amazon Web Services" } ], "primaryDocumentation": [ { "url": "https://docs.n8n.io/integrations/builtin/core-nodes/n8n-nodes-base.set/" } ] }, "categories": [ "Core Nodes" ], "nodeVersion": "1.0", "codexVersion": "1.0", "subcategories": { "Core Nodes": [ "Data Transformation" ] } } }, "group": "[\"input\"]", "defaults": { "name": "Edit Fields" }, "iconData": { "icon": "pen", "type": "icon" }, "displayName": "Edit Fields (Set)", "typeVersion": 3, "nodeCategories": [ { "id": 9, "name": "Core Nodes" } ] }, { "id": 40, "icon": "file:slack.svg", "name": "n8n-nodes-base.slack", "codex": { "data": { "alias": [ "human", "form", "wait", "hitl", "approval" ], "resources": { "generic": [ { "url": "https://n8n.io/blog/no-code-ecommerce-workflow-automations/", "icon": "store", "label": "6 e-commerce workflows to power up your Shopify s" }, { "url": "https://n8n.io/blog/automate-your-data-processing-pipeline-in-9-steps-with-n8n/", "icon": "⚙️", "label": "Automate your 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