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Zendesk Connector
Connect to an external Zendesk account. Perform tasks like creating tickets or updating comments. Use Zendesk as a data source (trigger) or a data target (action).
Required Editions
| View supported editions. |
| This feature requires the MuleSoft for Flow: Integration add-on. Professional Edition requires the API access add-on. To purchase, contact your Salesforce account executive. |
| MuleSoft for Flow: Integration features used with Agentforce require the Foundations or Agentforce 1 edition. To purchase these editions, contact your Salesforce account executive. |
Connections
To connect to a system, whether it's a data source or a data target, create a connection with that system's standard connection or with an existing external named credential. You can connect to multiple systems within a flow and reuse each connection. You can create connections in the Integrations tab or in Flow Builder.
Standard Connection
This system uses Basic authentication.
Basic authentication enables the user to provide a username and password when logging in to an external system.
This system requires this credential information for its connections.
| FIELD | DESCRIPTION |
|---|---|
| Connection Name | Enter a unique connection name that helps you remember the details of this connection. Salesforce hides the credentials after you create the connection. Reuse connections as needed. Anyone with the Manage Integration Connections permission can see and use all connections in the org. |
| Username | Enter the username to use to authenticate the requests. |
| Password | Enter the password to use to authenticate the requests. |
| URL | Enter the URL of your instance. |
Named Credential Connection
Select a pre-existing named credential from Setup to use for your external system connections.
Before connecting to your external system with a named credential, first create or use an existing authenticated named credential and external credential that is enabled for your users.
To ensure a successful connection for use in a flow, use only one principal for each named credential.
- Use the same name for the named credential and its related objects, such as the external credential and external authentication identity providers. Labels for these objects can differ.
- Assign the user creating the connection the required user permission for the principal. Without this permission, the connection test fails and the connection remains inactive.
When you create a connection with an existing named credential, note these behaviors:
- Manage the named credential’s read-only details in Setup, not the Integrations tab. On the Integrations tab, you can only edit the connection's Connection Name and Description.
- Perform reconnections for the named credential in Setup. The Reconnect button isn’t visible on the Details page.
- Delete associated named credentials in Setup. Deleting a connection doesn't remove the credential.
To establish a Zendesk connection, note the following required values:
- In the Username field, enter
<username>/token. Enter the wordtoken, not the actual API token. - The value entered in the Password field must be an API token. An API token is a unique string of characters used to authenticate API requests, ensuring secure access to Zendesk services. If you don't have an API token, you can obtain one from your Zendesk instance.
Triggers
A trigger initiates the flow when a specified event occurs. Triggers are important for automating business processes because they react to real-time data changes in various systems. For more information about triggers, refer to Create a Flow with a Connector as a Trigger.
These Zendesk triggers are available in Flow Builder.
- On Create Comment On Ticket
- On Create Organization
- On Create Ticket
- On Create User
- On New Or Updated Record Trigger
- On New Record Trigger
- On New Or Update Organization
- On New Or Update Ticket
- On New Or Update User
Actions
An action performs a specific task or operation within a target system. Use actions to automate tasks across different systems without manual intervention, based on conditions set in the flow. For more information about actions, refer to Create a Flow with a Connector as an Action.
These Zendesk actions are available in Flow Builder.
- Create Custom Object
- Create Group
- Create Group Membership
- Create Many Tickets
- Create Organization
- Create Organization Membership
- Create Organization With Custom Fields
- Create Ticket
- Create Ticket With Custom Fields
- Create User
- Create User With Custom Fields
- Delete Custom Object
- Delete Group
- Delete Group Membership
- Delete Organization
- Delete Organization Membership
- Delete Ticket
- Delete User
- Get Custom Object By ID
- Get Group By ID
- Get Group Membership By ID
- Get Records
- Get Organization By ID
- Get Organization Membership By ID
- Get Ticket By ID
- Get User By ID
- List Audit Logs
- List Audits For A Ticket
- List Custom Objects
- List Group Memberships
- List Groups
- List Organization Memberships
- List Organizations
- List Ticket Comments
- List Tickets
- List Users
- Search Articles
- Show Audit
- Update Custom Object
- Update Group
- Update Organization
- Update Organization With Custom Fields
- Update Ticket
- Update Ticket With Custom Fields
- Update User
- Update User With Custom Fields
Get Records Action
Query searchable objects from each connector by using custom filter logic in the MuleSoft for Flow: Integration Get Records action, which functions like the Salesforce Flow's Get Records element.
The MuleSoft for Flow: Integration Get Records action:
- Defines queried object to ensure flexibility and adaptability across different data sources.
- Specifies available operators and enables the selection of fields, addition of conditions, and sorting of results.
- Defines the logical operator types.
- Includes other metadata to describe the operators available for each field when the available operators differ based on the object type.
- Runs the query request, processes the response, and formats the retrieved data accurately.
For information about specific limitations for connections and third-party connectors, see MuleSoft for Flow: Integration Limits & Considerations.
