Creating a ticket in Zendesk Support

{
  "ticket": {
    "requester": {
      "name": "{{visitor_name}}",
      "email": "{{visitor_email}}"
    },
    "subject": "Ticket automatically created from Certainly",
    "priority": "normal",
    "type": "task",
    "comment": {
      "public": true,
      "body": {{visitor_message | tojson}}
    }
  }
}

• "requester" - Object that identifies the user. If omitted, the ticket will be created on behalf of the user used in Authentication. If the user exists in Zendesk, only "email" is required, and all other fields in the "requester" object will be ignored. For a new user, the "email" and "name" fields are required, and you can also add a "phone" field for the phone number. Zendesk will create a new user record with all the information provided. 
• "priority" - Valid values are: "urgent", "high", "normal", or "low".
• "type" - Valid values are: "problem", "incident", "question", or "task".
• "comment" - User's message. It can be public ("public": true) or internal ("public": false). The actual message can be passed as a text via the "body" field or as HTML via an "html_body" field. We recommend using {{visitor_message | tojson}} syntax (note there are no double quotes) instead of "{{visitor_message}}" as it ensures the JSON body is not broken if {{visitor_message}} has newline or other special characters.

Ticket with tags, form ID, and custom fields

While the previous Webhook body is good for training and simple tickets, we often need to address other Zendesk features such as tags, custom fields, and forms. The ticket description also usually contains a few lines.

Below is an example body demonstrating the use of all these features.

{
  "ticket": {
    "requester": {
      "name":  "{{visitor_name}}",
      "email": "{{visitor_email}}"
    },
    "subject": "Ticket automatically created from Certainly",
    "priority": "normal",
    "type": "task",
    "comment": {
      "public": true,
      "body": {{("Message1 : " ~ visitor_message1 ~
                 "Message2 : " ~ visitor_message2) | tojson}}
    },
    "tags": ["certainly_chatbot", "{{dynamic_tag}}"],
    "ticket_form_id": 360003653593,
    "custom_fields": [{"id": 360007562940, "value": "Field value"}]
  }
}

• "tags": ["certainly_chatbot", "{{userTag}}"] - Creates two tags for the ticket. The first tag is "certainly_chatbot" and the second one is the value of the CVar dynamic_tag. If the variable is an empty string "", the second tag is ignored.
• "ticket_form_id": 360003653593 - Zendesk's form ID. Note that this is an integer, without double quotes. If you don't use forms, simply delete this line. An Enterprise-level Zendesk Support subscription is required to use forms.
• "custom_fields": [{"id": 360007562940, "value": "Field value"}] - Custom field ID and its value. You can only refer to the custom field by its number. You can find it in the Zendesk field configuration. If you need to pass more than one field, use the following syntax: [{"id": 1, "value": "fv1"},{"id": 2, "value": "fv2"}]. Note that the "drop-down list", "checkbox", and "multi-select" custom fields automatically add tags.

Ticket with chat transcript and HTML comment

This configuration assumes you call the Certainly Get Conversation History Webhook prior, so the CVar chatHistory contains the transcript of the chat. It also uses "html_body" for rich formatting of the ticket's comment.

{
  "ticket": {
    "requester": {
      "name": "{{visitor_name}}",
      "email": "{{visitor_email}}"
    },
    "subject" : "Ticket created from a conversation with Certainly",
    "priority" : "normal",
    "type" : "task",
    "comment": {
      "html_body": {%- if chatHistory is defined and chatHistory!= "" -%}
                {{chatHistory|replace("[Human]","<br><b>[Human]</b>")|replace("[Bot]","<br><b>[Bot]</b>")|tojson}}
              {%- else -%}
                "Full conversation with the chatbot https://app.certainly.io/inbox/{{certainly.botId}}/{{certainly.sessionId}}"
              {%- endif %},
      "public": false
    },
    "tags": ["created_by_certainly", "handed_over_by_certainly"]
  }
}

To quickly test the Webhook inside the Certainly Platform, you can follow these steps: