How to create a new ticket in Zendesk

If you're using our Sidekick browser extension, you may find yourself outside of Zendesk but needing to create a new ticket for an issue or customer. You could also be in a ticket but needing to make a separate ticket for another team or reason. This is where the Zendesk: Create Ticket steptype comes in handy.

With this step, you can create a Zendesk ticket, fill in its subject and description, then assign it to any particular assignee and group. You can even set ticket field values - all in one step.

When your team reaches this step in Sidekick, they'll have the ability to edit these values unless the "Automatically Run Step" checkbox (see below) is checked. You can mandate that your team fills in particular ticket fields before they move on to the next step.

Title

This appears up top when your team reaches this step in Sidekick. If you want your team to enter details before creating the ticket, we suggest a simple instruction like "Create a new Zendesk ticket".

If you know the ticket will be assigned to another group, like Tier 2 Support, you can have a more specific title like "Escalate a new ticket to Tier 2" 

However if you intend to run this steptype automatically (more on that next) use this field to write a description of what it's doing. For example, "Escalating a new ticket to Tier 2..."

Automatically Run Step?

Check this box if you want the ticket to be created automatically without giving your team a chance to enter details. You'll need to check this box if you intend to use this step in an auto-run or background run flow.

Subject

Enter the subject line of the new Zendesk ticket here.

Description

Enter the description (aka the main body of the ticket) here.

Assignee

Select an assignee from this drop-down field for the new ticket. You can also turn on the Direct Entry switch to the right of the field to type in an assignee directly, without choosing from a dropdown.

Group

Select a group from this drop-down field for the ticket. Again, you can also turn on the Direct Entry switch to the right to type in a group name.

Enter Values

Here you can also set the field values in the new ticket. Select the desired ticket field from the "Field Name" dropdown, then select or type in the value for that ticket field in the "Value" field.

Required

Check this box if you want to mandate this particular field be filled in before proceeding to the next step.