Using the Make an API call step in Flow Builder

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  • Pedro Rodrigues
    Community Moderator

    This is awesome Aimee Spanier! Will it be possible to request information from the user in order to use their input as parameters in API request (e.g. validate email address on external CRM)?

  • Chris Tomkins
    Zendesk Product Manager

    Yes Pedro Rodrigues - this is on the roadmap to be delivered in the next few months.

  • Pedro Rodrigues
    Community Moderator

    Awesome, thanks for the follow up!

  • Jason Walker-C

    This is great. Can we use this to get info from our own ZD instance? I would love to get messaging ticket count and display that to customers. This would help set wait time expectations since we can't do that natively. I tried but keep getting unauthorized 401 errors. I also tried setting the user and pwd - key and value. 

  • Eduardo Santos

    Hi @Jason , at the moment it is not possible to collect this information, as we were not able to use the parameters of the other requests to use in the new request.

    Follow the example images

    I saved the userid as a variable, and I can't use this variable in another API call like this.


    And for your 401 error, you need to create a global token or use a Base64 token with your username and password, and you need to enable that within Zendesk.

    You can follow this instruction

  • Alexander (okean123)

    Hey there! I am currently working on including an external API into our bot. I am trying to do a POST request, but having troubles with the request body. 

    The format that I enter for the request body is normal JSON, like for example 

    {"test": "hello"}

    Now the problem I encounter is that the external API that I use is returning that the request is invalid. When sending the exactly same request manually (for example through a browser console) the request is being processed correctly. 

    So my question is, do I have to format the JSON body in any specific way for Zendesk to correctly forward the request to the external API? 

    I have checked the Integration logs and it appears that the request body is being sent to the Zendesk servers as a string. Is it possible that when parsing the JSON string later into JSON some error occurs on your side?

    The above seems like what is happening here to me, because when I checked the logs of one of our APIs that I tried to call using the tool, the request body contains not the actual JSON, but a stringified version of the JSON (with escaped quotation marks). 

    Any thoughts?

  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Alexander,

    Can you provide us a code snippet of the request so we can take a look?

  • Edu Barros

    How can I do API Call with database json And redirect to a específic group?

  • Alexander (okean123)

    Eric Nelson

    Sorry for the late response, but let me give you an example. In this example I am calling an API hosted on AWS, I will share the request logs to demonstrate the problem.

    Let's start with the Zendesk request. This is what I put in Zendesk (Note that I added all implicitly required headers, they are just not in the screenshot and they are not relevant for the problem)

    The above request leads to this being logged in our API:

    'body': '"{\\"hello\\":\\"test\\"}"\n'

    You can see that the quotes are double escaped. Also I am not exactly sure where that \n at the end is coming from, I don't think I have entered a new line, but it's probably not relevant anyway.

    Now when I send a request using Javascript directly the outcome is different. A request example:

    fetch(API_URL, {
            method: 'POST',
            headers: {
                "Content-Type": "application/json"
            body: JSON.stringify({
                hello: "test"

    This yields the following logs:

    'body': '{"hello":"test"}'

    Here it just logs the JSON as a string, the way it was sent. This is also what is expected and correct.

    So my question would be, am I using the API call in the flow builer wrong and the JSON should be entered in a different format? Or is there a problem in the software that breaks the JSON when sending the HTTP requests?

    Please let me know if you have any other questions about the example I provided.

  • Henry K

    Hi there,

    How can we pass variables stored in the chat to an API request URL?

    For example, is it possible to store the customer question as a variable to pass as a param in the URL?

    Thank you in advance

  • Shayan Moussawi

    Unfortunately there currently is a bug where we stored variables are not translated when used in text.

    This is quite detrimental to the end user experience.

  • Raphaël Péguet

    Hi Zendesk team,

    Can you add the info:

    - how to make API calls to the Zendesk instance to :

    1- get info 

    2- do updates on the ticket?

    - what should we put as key and value to be able to connect to our proper Zendesk Instance?


    Thank you


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