By connecting theaction builderto external systems, such as Confluence, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.

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By connecting the action builder to external systems, such as Confluence, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.

The following example action flow automatically creates an incident report in Confluence when a Zendesk ticket is determined to be an incident. Automating these actions ensures immediate visibility for engineering, consistent documentation of incidents, and clean handoffs between teams working together to resolve the incident.
  1. Add an action flow trigger with the following details:
    1. Click Add trigger.
    2. In the step sidebar, under Zendesk, click Tickets.
    3. Click Properties and select Ticket type changed.
    4. Click Add condition.
    5. Under Variable, select Ticket type changed and Type.
    6. Set the Operator to Is.
    7. Under Value, enter Incident.
  2. Add a step to look up ticket details:
    1. In the action builder, beneath the action flow trigger, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up ticket.
    3. Under Ticket ID, click into the field and then click Select a variable instead.
    4. In the variable menu, select Ticket assignment changed as the step that output the variable you want to use, and then select Ticket ID.
  3. Add a step to look up user details about the ticket assignee:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up user.
    3. Under User ID type, select Zendesk user ID.
    4. For User ID, click Add variable.
    5. In the variable menu, select Look up ticket as the step that outputs the variable you want to use, and then select Requester ID.
  4. Add a step to lookup details about the ticket requester's organization:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under Zendesk actions, click Look up organization.
    3. Under Organization ID type, select Zendesk organization ID.
    4. For Organization ID, click Add variable.
    5. In the variable menu, select Look up user as the step that outputs the variable you want to use, and then select Organization ID.
  5. Add a step that creates a Confluence page based on the information you collected for the ticket, requester, and organization:
    1. In the action builder, click the Add step icon ().
    2. In the step sidebar, under External actions, click Confluence and then select Create page.
    3. Under Space, select the appropriate space from the connected account in which to create the page.
    4. Under Title, enter Incident report: and then click add variable.
    5. In the variable menu, select Look up ticket as the step that outputs the variable you want to use, and then select Ticket ID.
    6. Under Content, enter the templated content you want to capture for all incidents. Include relevant ticket and user information as variables from the Look up ticket, Look up user, and Look up organization steps, respectively, to streamline the incident resolution. In the following example, all variables are italicized:
      An incident was identified via the following Zendesk ticket: Ticket ID.

**Incident owner**
The following team member is serving as the incident owner: Ticket Assignee. They should be included in all decisions.

**Summary**
- Incident: Ticket Description
- Status: Ticket Status ID
- Reported by: Requester Name (Requester ID)
- Reporter's Organization: Requester's Organization Name (Organization ID)
- Reported at: Ticket Created at
  6. Click Save.
  7. Click Test to test the action flow.
  8. Click the options menu () and select Activate to begin using the action flow to automatically create incident reports in Confluence.
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