If you use a custom Sunshine Conversations integration, use this workflow to find the ticket ID linked to a Sunshine Conversations conversation ID in Zendesk Support. This helps you build custom workflows.

Follow these steps:

  • Step 1: Add a custom field in your Zendesk tickets to store the conversation ID
  • Step 2: Pass the conversation ID through metadata in your flow
  • Step 3: Create a Zendesk webhook
  • Step 4: Create a Zendesk trigger
  • Step 5: Clear the metadata from the conversation

Step 1: Add a custom field in your Zendesk tickets to store the conversation ID

  1. Create a custom field for the conversation ID
  2. Add it to your ticket forms

Step 2: Pass the conversation ID through metadata in your flow

  1. In your flow, collect the conversation ID as metadata before you escalate to an agent through the Zendesk Agent Workspace integration. Use pass control.
  2. If you do not have a custom integration or bot, ask your developer to create a webhook in Sunshine Conversations to control the conversation. Then pass control to the Zendesk Agent Workspace integration, so Zendesk Support creates a ticket with the conversation ID in the metadata.
  3. The ticket now shows the conversation ID

For examples, see Using Messaging Metadata with a Zendesk bot to send page data to a ticket.

Step 3: Create a Zendesk webhook

  1. Create a Zendesk webhook
  2. Use a trigger to send that webhook to your third-party system or Sunshine Conversations. Include the ticket ID and the conversation ID in the payload.
    This links the IDs when Zendesk Support creates the ticket. Use this information in your custom workflow.
  3. You can update the Sunshine Conversation with the ticket ID as metadata in the conversation

Step 4: Create a Zendesk trigger

  1. Add a new trigger that runs when Zendesk Support creates a ticket
  2. In the Action, notify by active webhook and select the webhook you created earlier

Your system now receives a webhook from Zendesk Support every time a ticket is created. The payload includes the Sunshine Conversations conversation ID and the related ticket ID for your use case.

Step 5: Clear the metadata from the conversation

  1. Create another webhook and trigger in Zendesk Support to clear the metadata when the ticket is solved or closed
  2. Use the Sunshine Conversation update endpoint to clear the metadata, so the process works for a new conversation. The conversation ID differs from the ticket ID.
Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online.
Powered by Zendesk