Zendesk connectors

The Bonita Zendesk connectors let you create, update, search tickets, add comments, and manage support workflows directly from your Bonita processes.

The Bonita Zendesk Connectors are available for Bonita 10.2 Community (2024.3) version and above.

This connector is currently in Beta. It has not yet been fully validated in production environments.

We welcome your feedback — please report testing results or issues using the beta feedback form on GitHub.

We are eager to collaborate with early adopters to bring this connector to General Availability.

Overview

The Zendesk connector provides six operations:

  • Create Ticket — create a new support ticket

  • Update Ticket — update ticket properties

  • Get Ticket — retrieve ticket details

  • Add Comment — add a comment to a ticket

  • Search Tickets — search tickets with queries

  • List Ticket Comments — list all comments on a ticket

Authentication supports API Token and OAuth2 modes.

Getting started

Add the connector as an extension dependency to your Bonita project. Import the .jar file via Import from file in Bonita Studio.

Connection configuration (shared by all operations)

Parameter Required Description Default

subdomain

Yes

Zendesk subdomain (e.g., mycompany)

 — 

email

Conditional

Agent email (required for API_TOKEN auth)

 — 

apiToken

Conditional

Zendesk API token (required for API_TOKEN auth)

 — 

authMode

No

Authentication mode: API_TOKEN or OAUTH2

API_TOKEN

connectTimeout

No

Connection timeout in milliseconds

30000

readTimeout

No

Read timeout in milliseconds

60000

Create Ticket (zendesk-create-ticket)

Create a new support ticket.

Input parameters

Parameter Required Description Default

subject

Yes

Ticket subject

 — 

description

No

Ticket description

 — 

requesterEmail

No

Email of the requester

 — 

priority

No

Priority: low, normal, high, or urgent

 — 

type

No

Ticket type: problem, incident, question, or task

 — 

tags

No

Comma-separated tags

 — 

customFields

No

Custom fields as JSON

 — 

Output parameters

Parameter Type Description

ticketId

Long

ID of the created ticket

status

String

Ticket status

createdAt

String

Creation timestamp

ticketUrl

String

URL to the ticket in Zendesk

success

Boolean

Whether the operation succeeded

errorMessage

String

Error message if the operation failed

Update Ticket (zendesk-update-ticket)

Update properties of an existing ticket.

Input parameters

Parameter Required Description Default

ticketId

Yes

ID of the ticket to update

 — 

subject

No

Updated subject

 — 

status

No

Updated status: new, open, pending, hold, solved, closed

 — 

priority

No

Updated priority: low, normal, high, urgent

 — 

type

No

Updated type: problem, incident, question, task

 — 

assigneeEmail

No

Assignee email

 — 

tags

No

Updated tags

 — 

customFields

No

Custom fields as JSON

 — 

Output parameters

Parameter Type Description

ticketId

Long

Ticket ID

status

String

Updated status

updatedAt

String

Last update timestamp

success

Boolean

Whether the operation succeeded

errorMessage

String

Error message if the operation failed

Get Ticket (zendesk-get-ticket)

Retrieve details of a specific ticket.

Input parameters

Parameter Required Description Default

ticketId

Yes

ID of the ticket

 — 

Output parameters

Parameter Type Description

ticketId

Long

Ticket ID

subject

String

Ticket subject

status

String

Ticket status

priority

String

Ticket priority

type

String

Ticket type

createdAt

String

Creation timestamp

updatedAt

String

Last update timestamp

allFields

String

Full JSON with all ticket fields

success

Boolean

Whether the operation succeeded

errorMessage

String

Error message if the operation failed

Add Comment (zendesk-add-comment)

Add a comment to a ticket.

Input parameters

Parameter Required Description Default

ticketId

Yes

Ticket ID

 — 

comment

Yes

Comment text

 — 

isPublic

No

Whether the comment is public (visible to requester)

true

authorEmail

No

Comment author email

 — 

Output parameters

Parameter Type Description

ticketId

Long

Ticket ID

updatedAt

String

Last update timestamp

success

Boolean

Whether the operation succeeded

errorMessage

String

Error message if the operation failed

Search Tickets (zendesk-search-tickets)

Search for tickets using Zendesk search syntax.

Input parameters

Parameter Required Description Default

query

Yes

Search query string

 — 

sortBy

No

Sort field: created_at, updated_at, priority, status, ticket_type

 — 

sortOrder

No

Sort order: asc or desc

 — 

Output parameters

Parameter Type Description

tickets

String

JSON array of matching tickets

totalCount

Integer

Total matching tickets

hasMore

Boolean

Whether more results are available

nextPage

String

URL for the next page of results

success

Boolean

Whether the operation succeeded

errorMessage

String

Error message if the operation failed

List Ticket Comments (zendesk-list-ticket-comments)

List all comments on a ticket.

Input parameters

Parameter Required Description Default

ticketId

Yes

Ticket ID

 — 

Output parameters

Parameter Type Description

comments

String

JSON array of comments

totalCount

Integer

Total number of comments

hasMore

Boolean

Whether more comments are available

nextPage

String

URL for the next page

success

Boolean

Whether the operation succeeded

errorMessage

String

Error message if the operation failed

Error handling

All operations set success=false and populate errorMessage on failure. Error messages are truncated to 1000 characters to prevent database column overflow in Bonita.

HTTP Code Behavior

200/201

Success — parse response and populate outputs

400

Bad request — invalid parameters

401

Unauthorized — invalid credentials

403

Forbidden — insufficient permissions

404

Not found — ticket does not exist

422

Unprocessable entity — validation errors

429

Rate limited — too many requests

5xx

Server error — Zendesk service unavailable

Source code

The connector source code is available on GitHub: bonita-connector-zendesk