Zendesk

Integration version: 8.0

Configure Zendesk to work with Google Security Operations SOAR

An administrator generates an API token, and to do so please follow the following steps:

Navigate to the sidebar of your Zendesk interface and click the Admin icon, then select Channels > API.

  1. Click the Settings tab, and enable the Token Access.
  2. Click the + button to the right of Active API Tokens.
  3. Optionally, enter a description under API Token Description.
  4. Copy the token in order to use it later and paste it somewhere secure. The full token will never be displayed again after the window closure.
  5. Click Save to return to the API page.

Configure Zendesk integration in Google Security Operations SOAR

For detailed instructions on how to configure an integration in Google Security Operations SOAR, see Configure integrations.

Actions

Add Comment to Ticket

Description

Add a comment to an existing ticket.

Parameters

Parameter Type Default Value Description
Ticket ID String N/A Ticket number.
Comment Body String N/A N/A
Author Name String N/A N/A
Internal Note Boolean N/A N/A

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
is_success True/False is_success:False
JSON Result
N/A

Apply Macros on Ticket

Description

Apply a macro to a ticket.

Parameters

Parameter Type Default Value Description
Ticket ID String N/A Ticket number.
Macro Title String N/A N/A

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
is_applied True/False is_applied:False
JSON Result
N/A

Create Ticket

Description

Create a ticket with specific properties.

Known Limitations

Emails with unicode characters are not supported by the Zendesk API. It effects "Email CC" parameter. Action will just ignore them

Parameters

Parameter Type Default Value Description
Subject String N/A N/A
Description String N/A N/A
Assigned User String N/A User full name.
Assignment Group String N/A Group name.
Priority String N/A Priority will be one of the following: urgent, high, normal, or low.
Ticket Type String N/A Priority will be one of the following: urgent, high, normal, or low.
Tag String N/A N/A
Internal Note Checkbox Un-checked Specify whether the comment should be public, or internal. Unchecked means it will be public, checked means it will be internal only
Email CCs CSV N/A Specify a comma-separated list of email addresses, which should also receive the notification of the ticket creation. Note: at max 48 email CCs can be added. This is Zendesk limitation.
Validate Email CCs Boolean Checked If enabled, action will try to check that users with emails provided in "Email CCs" parameter exist. If at least one user doesn't exist, action will fail. If this parameter is disabled, action will not perform this check.

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
ticket_id N/A N/A
JSON Result
N/A
Case Wall
Result type Value/Description Type
Output message*

If "Validate Email CCs" is enabled and at least one email was not found (fail): Error executing action "{action name}". Reason: users with the following emails were not found: {entity.identifier}. Please check the spelling or disable "Validate Email CCs" parameter.

if at least one input is not a valid email address: Error executing action "{action name}". Reason: users with the following emails were not found: {entity.identifier}. Please check the spelling or disable "Validate Email CCs" parameter.

 General

Get Ticket Details

Description

Get ticket details, comments, and attachments by the ticket ID.

Parameters

Parameter Type Default Value Description
Ticket ID String N/A The ID of the ticket.

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
ticket_details N/A N/A
JSON Result
{
   "Details":
      {
        "ticket":
           {
             "follower_ids": [],
             "via":
               {
                     "source":
                           {"to": {},
                            "from": {},
                            "rel": "None"},
                    "channel": "web"
                },
              "updated_at": "2019-02-03T10:08:00Z",
              "submitter_id": 360638872459,
              "assignee_id": 360638872459,
              "brand_id": 360000159559,
              "id": 2,
              "custom_fields": [],
              "satisfaction_rating": "None",
              "sharing_agreement_ids": [],
              "allow_attachments": "True",
              "collaborator_ids": [],
              "priority": "high",
              "subject": "Test",
              "type": "incident",
              "status": "open",
              "description": "Test Test Test",
              "tags": ["test"],
              "forum_topic_id": "None",
              "organization_id": 360018882419,
              "due_at": "None",
              "is_public": "True",
              "requester_id": 360638872459,
              "followup_ids": [],
              "recipient": "None",
              "problem_id": "None",
              "url": "https://siemplifyhelp.zendesk.com/api/v2/tickets/2.json", "fields": [],
              "created_at": "2019-02-03T10:08:00Z",
              "raw_subject": "Test",
              "email_cc_ids": [],
              "allow_channelback": "False",
              "has_incidents": "False",
              "group_id": 360000361099,
              "external_id": "None"
           }
       },
    "Comments":
       [{
          "body": "Test Test Test",
          "plain_body": "Test Test Test",
          "via":
           {
              "source":
                      {"to": {},
                       "from": {},
                       "rel": "None"},
              "channel": "web"
            },
          "attachments":
           [{
              "thumbnails": [],
              "url": "https://siemplifyhelp.zendesk.com/api/v2/attachments/360701661660.json",
              "file_name": "Siemplify 10 2018-12-11 (1).lic",
              "content_url": "https://siemplifyhelp.zendesk.com/attachments/token/GeO6Xbc5I009xGRKLwWd7u7Qv/?name=Siemplify+10+2018-12-11+%281%29.lic",
               "height": "None",
               "width": "None",
               "mapped_content_url": "https://siemplifyhelp.zendesk.com/attachments/token/GeO6Xbc5I009xGRKLwWd7u7Qv/?name=Siemplify+10+2018-12-11+%281%29.lic",
               "content_type": "application/unknown",
               "inline": "False",
               "id": 360701661660,
               "size": 1272
            }],
          "audit_id": 393260420939,
          "created_at": "2019-02-03T10:08:00Z",
          "id": 393260420979,
          "author_id": 360638872459,
          "html_body": "<div> Test Test Test < br >< /div>",
          "type": "Comment",
          "public": "True",
          "metadata":
            {
               "system":
                  {
                     "latitude": 32.066599999999994,
                     "client": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/71.0.3578.98 Safari/537.36",
                      "ip_address": "1.1.1.1",
                      "location": "Tel Aviv, 05, Israel",
                      "longitude": 34.764999999999986
                   },
               "custom": {}
             }
         }],
     "Attachments": [{"test.txt": ""}]
 }

Ping

Description

Test Connectivity.

Parameters

N/A

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
is_connected True/False is_connected:False
JSON Result
N/A

Search Tickets

Description

Search for tickets by a keyword.

Parameters

Parameters Type Default Value Description
Search Query String N/A Query content (example: type:ticket status:pending).

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
results_count N/A N/A
JSON Result
N/A

Update Ticket

Description

Update existing ticket details

Parameters

Parameter Type Default Value Description
Ticket ID String N/A Ticket number.
Subject String N/A The subject of the ticket.
Assigned User String N/A User full name.
Assignment Group String N/A Group name.
Priority String N/A Priority will be one of the following: urgent, high, normal, or low.
Ticket Type String N/A The ticket type will be one of the following: problem, incident, question or task.
Tag String N/A Tag to add to the ticket.
Status String N/A The status will be one of the following: new, open, pending, hold, solved, or closed.
Additional Comment String N/A If you want to add a comment to the ticket, specify the text you would like to add as a comment here.
Internal Note Checkbox Un-checked Specify whether the comment should be public, or internal. Unchecked means it will be public, checked means it will be internal only

Use cases

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result
Script Result Name Value Options Example
is_updated True/False is_updated:False
JSON Result
N/A