Ticket actions

Our Ticket Actions integration is a way for you to automatically fill in Zendesk ticket fields with AI-generated content.

Follow these steps to install the integration:


  1. In the Markprompt dashboard (Integrations tab):
  • Install the Zendesk Ticket Actions integration in your Markprompt project.
  • Configure which Zendesk fields you want our system to populate.

  1. In the Zendesk admin panel:
  • Navigate to Apps and Integrations > Actions and webhooks > Webhooks.
  • Create a new webhook with the connection set to “Trigger or automation”.
  • Set the endpoint URL to https://api.markprompt.com/webhooks/zendesk/ticket-action .
  • Set the request method to POST.
  • Set the request format to JSON.
  • Choose either API Key or Bearer Token authentication, and input the corresponding token from the Markprompt dashboard settings tab.

  1. In the Zendesk admin panel:
  • Navigate to Objects and rules > Business rules > Triggers.
  • Create a new trigger with the ANY conditions Ticket|Is|Created and Ticket|Is|Updated and the ALL condition Comment|Is|Present.
    • Note: If you have other ways that you want to filter when this trigger should fire, you can change or add more conditions.
  • Add an Action, and set the category to Other > Notify by > Active Webhook, and set the value to the name of the webhook you created in step 2.
  • Fill in the JSON request payload with the following information. The ticketId and requesterEmail fields are required and must be input exactly as they are shown below.
 
1  {
2    "ticketId": "{{ticket.id}}",
3    "requesterEmail": "{{ticket.requester.email}}"
4  }