{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":21684,"path":"integrate-applications/integration-hub/zendesk-spoke.md","title":"Zendesk Spoke","bundle":null,"doc_type":null,"release":"australia","body":"\n# Zendesk Spoke\n\nThe Zendesk spoke provides actions to view and analyze meaningful usage data for Zendesk software subscriptions. Analyze usage for your Zendesk account to determine which licenses are stale so that you can reclaim these licenses and realize your potential savings.\n\n## Request apps on the Store\n\nVisit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).\n\n## Integration Hub subscription\n\nThis spoke requires an Integration Hub subscription. For more information, see [Legal schedules - IntegrationHub overview](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/snc-addendum-integrationhub.pdf).\n\n## Spoke version\n\nZendesk spoke v1.9.2 is the latest version. For version history of the spoke, see [Zendesk spoke release notes](https://www.servicenow.com/docs/r/store-release-notes/store-integrationhub-rn-zendesk.html).\n\n## Supported versions\n\nThis spoke was built for Zendesk version 11015, but may be compatible with later versions.\n\n## Spoke requirements\n\nZendesk admin account.\n\n## Spoke dependencies\n\nIf you’re having trouble installing the app, ensure that these dependent plugins are installed:\n\n- ServiceNow Integration Hub Runtime \\(com.glide.hub.integration.runtime\\)\n- ServiceNow Integration Hub Action Step - REST \\(com.glide.hub.action\\_step.rest\\)\n- ServiceNow Integration Hub Action Template - Data Stream \\(com.glide.hub.action\\_type.datastream\\)\n\n**Note:** Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.\n\n## Spoke flows\n\nThe Zendesk spoke provides the Upsert Zendesk Tickets flow to check if a new ticket has been created in the Zendesk Ticket table or if an existing ticket has been updated, and accordingly synchronizes it in Zendesk. To customize a sample flow, copy it to a new application scope.\n\n## Spoke subflows\n\nThe Zendesk spoke provides sample subflows to demonstrate automating tasks. To customize the sample subflow, copy it to a new application scope. Available subflows include:\n\n|Subflow|Description|\n|-------|-----------|\n|Create Zendesk Webhook|Creates a webhook in Zendesk whene a request is received from the Webhook Registries \\[sn\\_zendesk\\_spoke\\_webhook\\_registries\\] table.|\n|Process Zendesk Webhook|Inserts and updates records in the Zendesk Tickets table based on the changes happening in Zendesk.|\n|Update Zendesk Webhook|Updates the webhook tokens and synchronizes them both in ServiceNow and Zendesk.|\n\n## Spoke actions\n\nThe Zendesk spoke provides actions to automate Zendesk tasks when events occurs in your ServiceNow instance. Available actions include:\n\n\n
\n\nCategory\n\n\n\nAction\n\n\n\nDescription\n\n
\n\nActivity Management\n\n\n\nLook up Activities Stream\n\n\n\nRetrieves details of the ticket activities. Ticket activities include assigning a ticket to the agent, increasing the priority of a ticket assigned to the agent, or adding a comment to a ticket assigned to the agent.\n\n
\n\nLook up Activity by ID\n\n\n\nRetrieves details of the specified ticket activity. Activities include assigning a ticket to the agent, increasing the priority of a ticket assigned to the agent, or adding a comment to a ticket assigned to the agent.\n\n
\n\nAttachment Management\n\n\n\nLook up Attachment by ID\n\n\n\nRetrieves attachment details by value of the Attachment ID.\n\n
\n\nUpload Attachment\n\n\n\nUploads a file you want to attach.\n\n
\n\nGroup Management\n\n\n\nLook up Group by ID\n\n\n\nRetrieves information about the specified group.\n\n
\n\nLook up Groups Stream\n\n\n\nRetrieves the list of all groups within an account.\n\n
\n\nOrganization Management\n\n\n\nLook up Organization by ID\n\n\n\nRetrieves information about the specified organization.\n\n
\n\nLook up Organizations Stream\n\n\n\nRetrieves the list of all organizations.\n\n
\n\nRequest Management\n\n\n\nCreate Request\n\n\n\nCreates a request by setting one or more properties.\n\n
\n\nLook up Comment by ID\n\n\n\nRetrieves the comment added to the request corresponding to the Request ID and the Comment ID.\n\n
\n\nLook up Comments by Request ID Stream\n\n\n\nRetrieves the comments added to the request related to the Request ID that you sent through the input.\n\n
\n\nLook up Request by ID\n\n\n\nRetrieves the request details by value of the Request ID.\n\n
\n\nLook up Requests by Organization ID Stream\n\n\n\nRetrieves all the requests in an account corresponding to the Requester ID.\n\n
\n\nLook up Requests by Requester ID Stream\n\n\n\nRetrieves all the requests in an account corresponding to the Requester ID.\n\n
\n\nLook up Requests Stream\n\n\n\nRetrieves all the requests in an account based on the state of the request.\n\n
\n\nUpdate Request by ID\n\n\n\nUpdates the request with a comment or collaborators \\(cc's\\).\n\n
\n\nRole Management\n\n\n\nLook up Custom Role by ID\n\n\n\nRetrieves information about the specified custom role.\n\n
\n\nLook up Custom Roles\n\n\n\nRetrieves the list of all custom roles within an enterprise account.\n\n
\n\nSearch\n\n\n\nSearch Entities by Parameter Stream\n\n\n\nRetrieves all tickets, requests, and users in an account related to the query.\n\n
\n\nSearch Requests by Keyword Stream\n\n\n\nRetrieves all requests in an account related to the search string.\n\n
\n\nSuspended Tickets Management\n\n\n\nDelete Multiple Suspended Tickets by IDs\n\n\n\nDeletes multiple suspended tickets. A list of suspended ticket IDs should be provided.\n\n
\n\nDelete Suspended Ticket by ID\n\n\n\nDeletes a specific suspended ticket.\n\n
\n\nLook up Suspended Ticket by ID\n\n\n\nSearches for a specific suspended ticket by its ID.\n\n
\n\nLook up Suspended Tickets Stream\n\n\n\nRetrieves the details of suspended tickets.\n\n
\n\nRecover Suspended Ticket by ID\n\n\n\nRecovers the details of the specified suspended ticket.\n\n
\n\nTicket Audit\n\n\n\nLook up Audit by ID\n\n\n\nRetrieves the audit details of a ticket specific to an audit.\n\n
\n\nLook up Audit Log by ID\n\n\n\nRetrieves the audit log details of a ticket specific to an audit.\n\n
\n\nLook up Audit Logs Stream\n\n\n\nRetrieves the audit log displaying the various changes in a Zendesk account since the account creation.\n\n
\n\nLook up Audits Stream\n\n\n\nRetrieves the list of audits for all the tickets.\n\n
\n\nLook up Ticket Audits Stream\n\n\n\nRetrieves the audits for the specified ticket.\n\n
\n\nUpdate Audit as Private\n\n\n\nUpdates a comment from public to private for a ticket specific to an audit.\n\n
\n\nTicket Comment Management\n\n\n\nLook up Comments by Ticket ID Stream\n\n\n\nRetrieves the comments added to the specified ticket.\n\n
\n\nTicket Management\n\n\n\nCreate Multiple Tickets\n\n\n\nCreates multiple tickets with the provided details, at a time.\n\n
\n\nCreate Ticket\n\n\n\nCreates a ticket in the Zendesk instance.\n\n
\n\nCreate Ticket Async\n\n\n\nCreates a ticket in the Zendesk instance. Ticket creation can sometimes take a while because of the complex business rules. Asynchronous creation enables you to get the response back quickly and queues a background job to do the actual work.\n\n
\n\nLook up Job Status by ID\n\n\n\nRetrieves the status record created when a user starts a job.\n\n
\n\nLook up Multiple Tickets Stream\n\n\n\nRetrieves details of multiple tickets.\n\n
\n\nLook up Ticket by ID\n\n\n\nRetrieves details of the specified ticket.\n\n
\n\nLook up Tickets Stream\n\n\n\nRetrieves the ticket properties.\n\n
\n\nRecover Multiple Suspended Tickets by IDs\n\n\n\nRecovers the specified suspended tickets.\n\n
\n\nUpdate Multiple Tickets\n\n\n\nUpdates details of multiple tickets.\n\n
\n\nUpdate Ticket\n\n\n\nUpdates the specified properties of a ticket.\n\n
\n\nTicket Metric Management\n\n\n\nLook up Metric by ID\n\n\n\nRetrieves a specific metric, or the required metrics of a ticket.\n\n
\n\nLook up Metrics by Ticket ID\n\n\n\nRetrieves the metric details of the specified ticket.\n\n
\n\nLook up Ticket Metric Events Stream\n\n\n\nRetrieves the ticket metric events that occurred on or after the start time.\n\n
\n\nLook up Tickets Metric Stream\n\n\n\nRetrieves a list of tickets, along with their metrics.\n\n
\n\nUser Management\n\n\n\nDelete User\n\n\n\nDeletes the specified user and associated records from an account. Deleted users cannot be recovered. To comply with General Data Protection Regulation \\(GDPR\\), you must use the additional [Permanently Delete User](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/zendesk-spoke.md) action to permanently delete the user after deleting the user.\n\n
\n\nCreate User\n\n\n\nCreates a user with the specified details.\n\n
\n\nLook up Deleted Users Stream\n\n\n\nRetrieves the list of all deleted users, including permanently deleted users, within an account.\n\n
\n\nLook up User by ID\n\n\n\nRetrieves the specified user’s details.\n\n
\n\nLook up Users Stream\n\n\n\nRetrieves the list of all users within an account.\n\n
\n\nPermanently Delete User\n\n\n\nPermanently deletes the specified user from an account.Before you can permanently delete the user, you must first delete the user using the [Delete User](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/zendesk-spoke.md) action.\n\n
\n\nUpdate User\n\n\n\nModifies details about the specified user.\n\n
\n\nWebhook Management\n\n\n\nCreate Webhook\n\n\n\nCreates a webhook with the provided details.\n\n
\n\nDelete Webhook\n\n\n\nDeletes the specified webhook.\n\n
\n\nLook up Webhook Details by ID\n\n\n\nRetrieves details of the specified webhook.\n\n
\n\nLook up Webhook Signing Secret by ID\n\n\n\nRetrieves signing secret of the required webhook.\n\n
\n\nLook up Webhooks Stream\n\n\n\nRetrieves details of all the available webhooks.\n\n
\n\nReset Webhook Signing Secret by ID\n\n\n\nResets the signing secret of the specified webhook.\n\n
\n\nUpdate Webhook\n\n\n\nUpdates details of the specified webhook.\n\n
**Note:** This spoke has a Look up User action and Software Asset Management related actions only.\n\n## Integration Hub imports\n\nThe Zendesk spoke adds the Import Zendesk Users Integration Hub imports to your ServiceNow instance. The Integration Hub imports help you import the users' data from Zendesk account to your ServiceNow instance in an automated way. For more information about Integration Hub imports, see[Integration Hub - Import](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/integrationhub-imports.md).\n\n## Spoke modules\n\nThe Zendesk spoke adds the Zendesk Spoke application to your ServiceNow instance. The Zendesk Spoke application includes these modules:\n\n|Module|Description|\n|------|-----------|\n|Users|Stores the details of the Zendesk users. These details are imported using the Import Zendesk Users Integration Hub imports.|\n|Remote table|\n|Request|Retrieves and displayes the details of the requests raised by the specified requestor. For this, you must provide the value of **Requester ID**.|\n|Webhook|\n|Webhook Registries|Stores the webhook registries. The webhook registries register a Zendesk webhook in ServiceNow to notify ServiceNow when certain events occur in Zendesk.|\n|Routing Policies|Stores the details of the webhook.|\n|Tickets|Stores detailf of the tickets created or updated in Zendesk.|\n\n## Connection and credential alias requirements\n\nIntegration Hub uses aliases to manage connection and credential information. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection. For more information, see [Connections and Credentials](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-security/r-credentials.md).\n\nFor information about setting up the spoke, see [Set up the Zendesk spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/setup-zendesk.md).\n\n"}}