Zendesk (CA Flowdock)

Zendesk is a web-based customer support platform. By integrating it into CA Flowdock, your support team will be able to quickly discuss and resolve issues. You can perform basic actions such as closing or assigning tickets to yourself right from within CA Flowdock. Watch a video.

Note: The CA Flowdock extension target that is available in Zendesk is outdated and no longer in use. The Zendesk integration should be enabled from CA Flowdock, and can only be done by an administrator of your Zendesk subscription.

To push updates to your flow:

  1. Click the gear icon next to the flow's name and select Settings.
  2. Click Add new next to Zendesk.
  3. Enter your Zendesk subdomain name and sign in to Zendesk. Complete the three-step process of linking your Zendesk account to your flow.

Note: If you change the status or assignee of a ticket within a minute of the most recent comment, this will not be updated in CA Flowdock.

Filter tickets

You can modify the triggers in Zendesk to only send certain types of tickets to your flow. Manually modifying the triggers may result in the integration not working as expected. Proceed with caution.

To filter the types of tickets that are sent to your flow:

  1. Go to Zendesk's Admin page → Business Rules → Triggers.
  2. Locate the four triggers with the following pattern: "Flowdock / {your flow's name} / [Public Comments, Private Comments, Status Changes, Assignee Changes]".
  3. Add any additional filtering rules to all of these triggers. Do not change the target.

Caution: Be careful adding rules that filter activities based on the ticket state or assignee – CA Flowdock should receive every event that pertains to a certain ticket; otherwise, the ticket will appear in an inconsistent state in CA Flowdock.


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