查看 Application Integration 支持的连接器。
Zendesk 触发器
Zendesk 触发器是一种连接器事件触发器，可让您根据在 Zendesk 连接中订阅的 Zendesk 事件调用集成。
准备工作
如果您计划为 Zendesk 触发器创建或配置新连接，请确保您拥有项目的以下 IAM 角色：
- Connector Admin (
roles/connectors.admin)
如需了解如何授予角色，请参阅管理访问权限。
向您要用于 Zendesk 触发器的服务账号授予以下 IAM 角色：
- Application Integration Invoker (
roles/integrations.integrationInvoker)
如需了解如何向服务账号授予角色，请参阅管理对服务账号的访问权限。
添加 Zendesk 触发器
如需将 Zendesk 触发器添加到您的集成中，请按以下步骤操作：
- 在 Google Cloud 控制台中，前往 Application Integration 页面。
- 在导航菜单中，点击集成
系统会显示集成列表页面，其中列出了 Google Cloud 项目中可用的所有集成。
- 选择现有集成，或点击创建集成以创建新的集成。
要创建新的集成，请执行以下操作：
- 在创建集成窗格中输入名称和说明。
- 选择集成的区域。
- 选择用于集成的服务账号。您随时可以在集成工具栏的 集成摘要窗格中更改或更新集成的服务账号详细信息。
- 点击创建。
系统随即会在集成编辑器中打开该集成。
- 在集成编辑器导航栏中，点击触发器以查看可用触发器列表。
- 点击 Zendesk 触发器元素并将其放置到集成编辑器中。
如需配置 Zendesk 触发器，您可以使用 Integration Connectors 中提供的现有 Zendesk 连接，也可以使用内嵌连接创建选项创建新的 Zendesk 连接。
使用现有连接配置 Zendesk 触发器
您可以在 Integration Connectors 中使用现有的 Zendesk 连接配置 Zendesk 触发器。请注意，Zendesk 触发器是连接器事件触发器，因此，您只能使用已启用事件订阅的 Zendesk 连接来配置触发器。
如需了解如何使用新的 Zendesk 连接配置 Zendesk 触发器，请参阅使用新连接配置 Zendesk 触发器
如需使用现有 Zendesk 连接配置 Zendesk 触发器，请按以下步骤操作：
- 点击集成编辑器中的 Zendesk 触发器元素，打开触发器配置窗格。
- 点击配置触发器。
- 在连接器事件触发器编辑器页面中提供以下配置详细信息：
- 点击完成以完成触发器配置并关闭页面。
使用新连接配置 Zendesk 触发器
如需使用新的 Zendesk 连接配置 Zendesk 触发器，请执行以下步骤：
- 点击集成编辑器中的 Zendesk 触发器元素以打开触发器配置窗格。
- 点击配置触发器。
- 跳过区域字段。
- 点击连接，然后从下拉菜单中选择创建连接选项。
- 在创建连接窗格中完成以下步骤：
- 在 Location（位置）步骤中，为新的 Zendesk 连接选择位置：
- 区域：从下拉列表中选择一个区域。
- 点击下一步。
- 在 Connection Details（连接详情）步骤中，提供关于新 Zendesk 连接的详细信息：
- 连接器版本：从下拉列表中选择可用的 Zendesk 连接器版本。
- Connection Name（连接名称）：输入 Zendesk 连接的名称。
- （可选）说明：输入连接的说明。
- （可选）启用 Cloud Logging：选中此复选框可存储连接的所有日志数据。
- 服务账号：选择具有 Zendesk 关联所需 IAM 角色的服务账号。
- 启用事件订阅：选择此选项可为 Zendesk 连接创建和启用新的事件订阅。您可以仅启用事件订阅，也可以包含连接实体、操作和操作。
- （可选）展开高级设置以配置连接节点设置。
如需详细了解 Zendesk 的连接节点设置，请参阅 Zendesk 连接文档。
- （可选）点击 + 添加标签，以键值对的形式向连接添加标签。
- 点击下一步。
-
在目标位置步骤中，提供 Zendesk 实例详细信息：
- 目标类型：选择主机地址。
- 主机：输入 Zendesk 实例的主机名或 IP 地址。
- 点击下一步。
-
在身份验证步骤中，提供 Zendesk 实例的身份验证详细信息：
- 选择所需的身份验证类型，然后输入相关详情以访问提供的 Zendesk 主机网址。
如需了解如何配置这些身份验证类型，请参阅配置身份验证。
- 点击下一步。
- 选择所需的身份验证类型，然后输入相关详情以访问提供的 Zendesk 主机网址。
-
在事件订阅详情步骤中，提供将用于创建事件订阅的 Zendesk 实例的详细信息。
- 目标类型：选择主机地址。
- 主机：输入 Zendesk 实例的注册网址。将为此网址创建活动订阅。
- 用户名：输入用于访问所提供注册网址的用户名。
- Password：选择包含与用户名关联的密码的 Secret Manager 密钥。
- Secret 版本：选择 Secret 版本。
- 启用数据丰富化：如果您希望 Zendesk 触发器从 Zendesk 实例检索完整事件载荷，请选中此复选框。如需查看示例，请参阅触发器输出。
- 点击下一步。
- Review（审核）：查看所提供的 Zendesk 连接详细信息。
- 点击创建，完成新建 Zendesk 连接。
- 在 Location（位置）步骤中，为新的 Zendesk 连接选择位置：
- 事件订阅类型：选择触发集成的事件订阅类型。如需了解此触发器支持的事件订阅类型，请参阅支持的事件订阅类型。
- 点击完成并关闭页面。
触发器输出
Zendesk 触发器需要几分钟才能完成事件订阅配置。您可以在触发器配置窗格中的事件订阅详情下查看事件订阅的状态。
Zendesk 触发器使用以下状态指示事件订阅的状态：
Creating：表示触发器正在订阅事件订阅。Active：表示触发器已成功订阅事件订阅。Error：表示配置的事件订阅存在问题。
除了事件订阅状态之外，事件订阅详情部分还会显示其他详细信息，例如连接区域、连接名称、事件订阅名称等。
下图显示了 Zendesk 触发器配置窗格的示例布局：
触发器输出变量
对于每个事件，Zendesk 触发器会生成一个 ConnectorEventPayload 输出变量，您可以在下游任务中使用该变量。输出变量采用 JSON 格式，包含输出 Zendesk 载荷架构。
示例 1：Zendesk 事件“代理分配更改”的输出载荷
{ "description": "The root schema of event that has occurred in Zendesk.", "type": "object", "properties": { "data": { "description": "", "type": "object", "properties": { "accountId": { "description": "Zendesk account ID.", "type": "number", "readOnly": false }, "integration_key": { "description": "Integration Key retrieved from ZIS bundle.", "type": "string", "readOnly": false }, "subdomain": { "description": "Account subdomain.", "type": "string", "readOnly": false }, "input": { "description": "Contains information about events changes.", "type": "object", "properties": { "ticket_event": { "description": "Type of event is ticket event.", "type": "object", "properties": { "meta": { "description": "Metadata about the ticket.", "type": "object", "properties": { "version": { "description": "Event version", "type": ["string", "null"] }, "occurred_at": { "description": "Timestamp when the event occurred.", "type": "string" }, "ref": { "description": "Reference ID", "type": ["string", "null"] }, "sequence": { "description": "Sequence of Occurrence", "type": "object", "properties": { "id": { "description": "", "type": ["string", "null"] }, "position": { "description": "", "type": ["number","null"] }, "total": { "description": "", "type": ["number","null"] } } } } }, "type": { "description": "Type of Ticket Event ", "type": "string" }, "previous": { "description": "Previous ID", "type": ["number","null"] }, "current": { "description": "Current ID", "type": ["number","null"] }, "ticket": { "description": "Properties related to the ticket", "type": "object", "properties": { "id": { "description": "Ticket ID", "type": "number" }, "created_at": { "description": "Timestamp of ticket creation.", "type": "string" }, "updated_at": { "description": "Timestamp of ticket updation.", "type": "string" }, "type": { "description": "Type of ticket", "type": ["string", "null"] }, "priority": { "description": "Priority of ticket.", "type": ["string", "null"] }, "status": { "description": "Status of the ticket.", "type": ["string", "null"] }, "requester_id": { "description": "ID of the ticket requestor.", "type": ["number","null"] }, "submitter_id": { "description": "ID of the ticket submitter.", "type": ["number","null"] }, "assignee_id": { "description": "ID of the ticket assignee.", "type": ["number","null"] }, "organization_id": { "description": "ID of the organization ticket belongs to.", "type": ["number","null"] }, "group_id": { "description": "ID of the group ticket belongs to.", "type": ["number","null"] }, "brand_id": { "description": "ID of the brand ticket belongs to", "type": ["number","null"] }, "form_id": { "description": "ID of the form associated with the ticket.", "type": ["number","null"] }, "external_id": { "description": "", "type": ["string", "null"] }, "tags": { "description": "Tags associated with the ticket.", "type": "array", "items": { "description": "", "type": ["string", "null"] } }, "via": { "description": "Channel via which change was made.", "type": "object", "properties": { "channel": { "description": "", "type": "string" } } } } } } } }, "readOnly": false } } } } }
示例 2：Zendesk 事件的数据丰富输出载荷：代理分配已更改
{ "description": "The root schema of event that has occurred in Zendesk.", "type": "object", "properties": { "data": { "description": "", "type": "object", "properties": { "accountId": { "description": "Zendesk account ID.", "type": "number", "readOnly": false }, "integration_key": { "description": "Integration Key retrieved from ZIS bundle.", "type": "string", "readOnly": false }, "subdomain": { "description": "Account subdomain.", "type": "string", "readOnly": false }, "input": { "description": "Contains information about events changes.", "type": "object", "properties": { "ticket_event": { "description": "Type of event is ticket event.", "type": "object", "properties": { "meta": { "description": "Metadata about the ticket.", "type": "object", "properties": { "version": { "description": "Event version", "type": [ "string", "null" ] }, "occurred_at": { "description": "Timestamp when the event occurred.", "type": "string" }, "ref": { "description": "Reference ID", "type": [ "string", "null" ] }, "sequence": { "description": "Sequence of Occurrence", "type": "object", "properties": { "id": { "description": "", "type": [ "string", "null" ] }, "position": { "description": "", "type": [ "number", "null" ] }, "total": { "description": "", "type": [ "number", "null" ] } } } } }, "type": { "description": "Type of Ticket Event ", "type": "string" }, "previous": { "description": "Previous ID", "type": [ "number", "null" ] }, "current": { "description": "Current ID", "type": [ "number", "null" ] }, "ticket": { "description": "Properties related to the ticket", "type": "object", "properties": { "id": { "description": "Ticket ID", "type": "number" }, "created_at": { "description": "Timestamp of ticket creation.", "type": "string" }, "updated_at": { "description": "Timestamp of ticket updation.", "type": "string" }, "type": { "description": "Type of ticket", "type": "string" }, "priority": { "description": "Priority of ticket.", "type": [ "string", "null" ] }, "status": { "description": "Status of the ticket.", "type": [ "string", "null" ] }, "requester_id": { "description": "ID of the ticket requestor.", "type": [ "number", "null" ] }, "submitter_id": { "description": "ID of the ticket submitter.", "type": [ "number", "null" ] }, "assignee_id": { "description": "ID of the ticket assignee.", "type": [ "number", "null" ] }, "organization_id": { "description": "ID of the organization ticket belongs to.", "type": [ "number", "null" ] }, "group_id": { "description": "ID of the group ticket belongs to.", "type": [ "number", "null" ] }, "brand_id": { "description": "ID of the brand ticket belongs to", "type": [ "number", "null" ] }, "form_id": { "description": "ID of the form associated with the ticket.", "type": [ "number", "null" ] }, "external_id": { "description": "", "type": [ "string", "null" ] }, "tags": { "description": "Tags associated with the ticket.", "type": "array", "items": { "description": "", "type": [ "string", "null" ] } }, "via": { "description": "Channel via which change was made.", "type": "object", "properties": { "channel": { "description": "", "type": "string" } } } } } } } }, "readOnly": false } } }, "context-data": { "description": "", "type": "object", "properties": { "Id": { "type": "number", "readOnly": false, "description": "Automatically assigned when the ticket is created." }, "Subject": { "type": [ "string", "null" ], "readOnly": false, "description": "The value of the subject field for this ticket. When used in WHERE clause: The text in the ticket subject" }, "RawSubject": { "type": [ "string", "null" ], "readOnly": false, "description": "The dynamic content placeholder, if present, or the subject value, if not." }, "Description": { "type": [ "string", "null" ], "readOnly": false, "description": "The first comment on the ticket. When used in WHERE clause: The text in the tickets description and comments" }, "Type": { "type": [ "string", "null" ], "readOnly": false, "description": "The type of this ticket. Possible values: problem, incident, question or task." }, "Priority": { "type": [ "string", "null" ], "readOnly": false, "description": "The urgency with which the ticket should be addressed. Possible values: urgent, high, normal, low." }, "Status": { "type": [ "string", "null" ], "readOnly": false, "description": "The state of the ticket. Possible values: new, open, pending, hold, solved, closed." }, "Recipient": { "type": [ "string", "null" ], "readOnly": false, "description": "The original recipient e-mail address of the ticket." }, "HasIncidents": { "type": [ "boolean", "null" ], "readOnly": false, "description": "Is true of this ticket has been marked as a problem, false otherwise." }, "DueAt": { "type": [ "string", "null" ], "readOnly": false, "description": "If this is a ticket of type task it has a due date. Due date format uses ISO 8601 format." }, "RequesterId": { "type": [ "number", "null" ], "readOnly": false, "description": "The user who requested this ticket." }, "SubmitterId": { "type": [ "number", "null" ], "readOnly": false, "description": "The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket. " }, "AssigneeId": { "type": [ "number", "null" ], "readOnly": false, "description": "The agent currently assigned to the ticket." }, "OrganizationId": { "type": [ "string", "null" ], "readOnly": false, "description": "The organization of the requester. You can only specify the ID of an organization associated with the requester." }, "GroupId": { "type": [ "number", "null" ], "readOnly": false, "description": "The group this ticket is assigned to. When used in WHERE clause: The assigned agents group name." }, "CollaboratorIds": { "type": [ "string", "null" ], "readOnly": false, "description": "The ids of users currently cc-ed on the ticket." }, "FollowerIds": { "type": [ "string", "null" ], "readOnly": false, "description": "Agents currently following the ticket." }, "ForumTopicId": { "type": [ "number", "null" ], "readOnly": false, "description": "The topic this ticket originated from, if any." }, "ProblemId": { "type": [ "number", "null" ], "readOnly": false, "description": "For tickets of type incident, the ID of the problem the incident is linked to." }, "ExternalId": { "type": [ "string", "null" ], "readOnly": false, "description": "An id you can use to link Zendesk Support tickets to local records." }, "FollowupIds": { "type": [ "string", "null" ], "readOnly": false, "description": "Closed tickets only. The ids of the followups created from this ticket." }, "ViaFollowupSourceId": { "type": [ "string", "null" ], "readOnly": false, "description": "POST requests only. The id of a closed ticket when creating a follow-up ticket.." }, "MacroIds": { "type": [ "string", "null" ], "readOnly": false, "description": "POST requests only. List of macro IDs to be recorded in the ticket audit." }, "TicketFormId": { "type": [ "number", "null" ], "readOnly": false, "description": "Enterprise only. The id of the ticket form to render for the ticket." }, "BrandId": { "type": [ "number", "null" ], "readOnly": false, "description": "Enterprise only. The id of the brand this ticket is associated with." }, "Tags": { "type": [ "string", "null" ], "readOnly": false, "description": "The array of tags applied to this ticket." }, "ViaChannel": { "type": [ "string", "null" ], "readOnly": false, "description": "This tells you how the ticket or event was created. Examples: web, mobile, rule, system." }, "ViaSource": { "type": [ "string", "null" ], "readOnly": false, "description": "The tickets source. " }, "CustomFields": { "type": [ "string", "null" ], "readOnly": false, "description": "Custom fields for the ticket.The values of custom field are set and get dynamically" }, "SatisfactionRating": { "type": [ "string", "null" ], "readOnly": false, "description": "The satisfaction rating of the ticket, if it exists, or the state of satisfaction, offered or unoffered." }, "SharingAgreementIds": { "type": [ "string", "null" ], "readOnly": false, "description": "The ids of the sharing agreements used for this ticket." }, "AllowChannelback": { "type": [ "boolean", "null" ], "readOnly": false, "description": "Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket." }, "IsPublic": { "type": [ "boolean", "null" ], "readOnly": false, "description": "Is true if any comments are public, false otherwise." }, "CreatedAt": { "type": [ "string", "null" ], "readOnly": false, "description": "When this record was created." }, "UpdatedAt": { "type": [ "string", "null" ], "readOnly": false, "description": "When this record last got updated." }, "Url": { "type": [ "string", "null" ], "readOnly": false, "description": "The API url of this ticket." }, "View_Id": { "type": [ "number", "null" ], "readOnly": false, "description": "The view that tickets belong to." }, "User_Id": { "type": [ "number", "null" ], "readOnly": false, "description": "The user that tickets belong to." }, "Assignee": { "type": [ "string", "null" ], "readOnly": false, "description": "The assigned agent or other entity. You can specify none, me, user name (full name or partial), email address, user ID, or phone number" }, "GroupName": { "type": [ "string", "null" ], "readOnly": false, "description": "The assigned agents group name." }, "Requester": { "type": [ "string", "null" ], "readOnly": false, "description": "The ticket requester. You can specify none, me, user name (full name or partial), email address, user ID, or phone number." }, "Submitter": { "type": [ "string", "null" ], "readOnly": false, "description": "The ticket submitter. This may be different than the requester if the ticket was submitted by an agent on behalf of the requester. You can specify none, me, user name (full name or partial), email address, user ID, or phone number. ." }, "Brand": { "type": [ "string", "null" ], "readOnly": false, "description": "Search for a specific Brand on a ticket." }, "Via": { "type": [ "string", "null" ], "readOnly": false, "description": "The tickets source, which can be any of the following:mail, api, phone, etc." }, "Commenter": { "type": [ "string", "null" ], "readOnly": false, "description": "People who have added comments to tickets. You can specify none, me, user name (full name or partial), email address, user ID, or phone number." }, "Cc": { "type": [ "string", "null" ], "readOnly": false, "description": "People who have been CCd on tickets. You can specify none, me, user name (full name or partial), email address, user ID, or phone number." }, "HasAttachment": { "type": [ "boolean", "null" ], "readOnly": false, "description": "Search for all tickets with or without attachments using true or false." }, "Ticket status": { "type": [ "string", "null" ], "readOnly": false } } } } }
查看事件订阅
要查看和管理与 Integration Connectors 中的连接关联的所有事件订阅，请执行以下操作：
- 依次前往 Integration Connectors > Connections 页面。
- 点击要查看其订阅的连接。
- 点击事件订阅标签页。
这会显示该连接的所有事件订阅。
修改 Zendesk 触发器
您可以修改 Zendesk 触发器，以更改或更新连接配置和事件订阅详细信息。
如需修改 Zendesk 触发器，请执行以下步骤：
- 点击集成编辑器中的 Zendesk 触发器元素以打开触发器配置窗格。
- 点击配置 Zendesk 触发器。
- 在连接器事件触发器编辑器页面中执行以下操作：
- 如要保留之前配置的事件订阅，请点击保留，否则请点击删除。
- 根据需要更新连接配置和事件订阅详情。
- 点击完成。
您可以在事件订阅详情下的触发器配置窗格中查看更新后的连接和事件订阅详细信息。
支持的事件订阅类型
您可以使用 Zendesk 触发器为以下事件订阅类型调用集成：
| 事件订阅类型 | 说明 |
|---|---|
organization.ExternalChanged
|
组织的外部 ID 已更改。 |
organization.OrganizationCreated
|
创建了一个组织。 |
organization.TagsChanged
|
组织的代码发生了更改。 |
ticket.AgentAssignmentChanged
|
工单已重新分配给支持团队中的其他客服人员。 |
ticket.AttachmentLinkedToComment
|
附件链接到支持团队的工单评论。 |
ticket.AttachmentRedactedFromComment
|
从工单的现有评论中隐去附件。 |
ticket.BrandChanged
|
品牌已更改。品牌是面向客户的身份，可以表示为多个产品或服务，或代表公司拥有的多个品牌。 |
ticket.CcsChanged
|
在工单中添加或移除了用户。 |
ticket.CommentAdded
|
创建或更新支持服务工单时，系统会添加评论。 |
ticket.CommentMadePrivate
|
在支持服务工单中添加了一条不公开评论。 |
ticket.CommentRedacted
|
已从工单评论中永久移除字词或字符串。 |
ticket.DescriptionChanged
|
工单中的说明已更改。 |
ticket.ExternalIdChanged
|
外部支持服务工单 ID 已更改。 |
ticket.FollowersChanged
|
更改了工单的跟踪者。 |
ticket.GroupAssignmentChanged
|
将工单重新分配给另一组客服人员。 |
ticket.MarkedAsSpam
|
工单被标记为垃圾内容。 |
ticket.OrganizationChanged
|
工单中的组织发生了变化。 |
ticket.PriorityChanged
|
工单的优先级会发生变化。 |
ticket.ProblemLinkChanged
|
与突发事件类型工单关联的问题 ID 已更改。 |
ticket.RequesterChanged
|
工单的请求者已更改。 |
ticket.StatusChanged
|
票券的状态发生变化。 |
ticket.SubjectChanged
|
工单的主题发生更改。 |
ticket.SubmitterChanged
|
工单的提交者已更改。 |
ticket.TagsChanged
|
更改了工单中的标签。 |
ticket.TaskDueAtChanged
|
工单中的任务截止日期和时间发生更改。 |
ticket.TicketCreated
|
已创建支持服务工单。 |
ticket.TicketFormChanged
|
表单在工单中更改。 |
ticket.TicketMerged
|
工单已与另一工单合并。 |
ticket.TicketPermanentlyDeleted
|
车票会被永久删除。 |
ticket.TicketSoftDeleted
|
删除工单后，任何用户（包括使用产品界面或 API 的管理员）都无法看到该工单。 |
ticket.TicketTypeChanged
|
门票类型已更改。 |
ticket.TicketUndeleted
|
恢复删除的工单。 |
user.CustomRoleChanged
|
用户的自定义角色发生了更改。 |
user.ExternalidChanged
|
用户的外部 ID 发生了变化。 |
user.LastLoginChanged
|
用户的最后登录时间发生变化。 |
user.OnlyPrivateCommentsChanged
|
用户发表公开评论的权限已更改。 |
user.TageChanged
|
用户的代码发生了更改。 |
userTimeZoneChanged
|
用户的时区已更改。 |
user.UserAliasChanged
|
用户的别名发生了变化。 |
user.UserCreated
|
创建了一个用户。 |
user.UserDetailsChanged
|
用户的详细信息发生了变化。 |
user.UserGroupAdded
|
向群组添加用户。 |
user.UserGroupRemoved
|
将用户从群组中移除。 |
user.UserIdentityChanged
|
用户的身份发生了变化。 |
user.UserIdentityCreated
|
创建用户的身份。 |
user.UserIdentityRemoved
|
用户的身份会被删除。 |
user.UserActiveChanged
|
用户的活跃状态发生了变化。 |
user.UserMerged
|
某个用户与另一个用户合并。 |
user.UserNameChanged
|
用户的姓名发生了变化。 |
user.UserNotesChanged
|
用户的备注已更改。 |
user.UserOrganizationAdded
|
向组织中添加了一位用户。 |
user.UserOrganizationRemoved
|
将用户从组织中移除。 |
user.UserPhotoChanged
|
用户的照片发生了变化。 |
user.UserRoleChanged
|
更改了用户角色。 |
配额和限制
如需了解配额和限制，请参阅配额和限制。