asked this on December 23, 2009 06:30
We have some triggers that define who the default user should be for routing general helpdesk tickets.
I would like to activate and deactivate these from the API, is this possible?
The control of Triggers via the API is not possible.
Jake HolmanZendesk Support
Is it possible via the API's to control who the default user should be when tickets get emailed that are unassigned. What we would like to be able to do is, via our iPhone App. Make an API call to zendesk that would change/update the "on call" user, so all tickets will get routed to him. This would help in our response time.
It's possible, but you would need to build the selector - by default tickets come into Zendesk unassigned (unless there's only one agent on the helpdesk, in which case it will auto-assign to them).
I recommend checking out http://www.zendesk.com/api/groups (to pull all the agents within a given group to select from) and http://www.zendesk.com/api/tickets (to understand how you can actually manipulate tickets).
Activating targets through API would also be useful. If we could have an api that can check if a particular target is activated or not and then activate it if it is de-activated due to some reason, that will really be helpful.
Do you think you could give me the workflow of how you would like to activate your targets? Just an example situation where this would occur would be great. At this moment i'm not entirely sure what you're looking for so I can't offer you a good solution to you.
Thank you for following up on this. We have a target that is notified everytime a ticket is updated. This is used for various types of real time reporting which is very important for us. However, during scheduled maintenance, when our systems are down, the target is de-activated after 20 unsuccessful attempts. It remains deactivated after that until someone will activate it manually. It is very easy to miss this the morning after our scheduled maintenance and there is no way to automate this process. This leads to many missed updates (sometimes, we remember this 24 hours later and by then, we have missed a entire day's updates!)
What we want is to have an api that we can call to check if the target is active or not and if not, it can be reactivated using that api. This can then be used as a scheduled task and check and activate the target automatically without anyone having to remember this and doing it manually.
I hope I have been able to explain my case in a clear manner. Do write back if you have more questions for me. Hoping for a positive reply from you.
While we do now offer the ability to modify and activate triggers via the API we do not currently have the ability to parse or otherwise alter targets via the API.
Thanks for the update. We do not really want to alter the target, just be able to check if it is on or not and then activate it if it isnt through an API. As you said that it is possible now, can you please share some more information on the api or the process to achieve so.
I think my last message was unclear:
You can view triggers (and modify them) via the API
You can not view or modify targets via the API
According to the documentation, it is now possible to create triggers and targets through the API. When I create a trigger it gets added to the end of the list, how do I reorder triggers, through the API?
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