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How to Integrate with Arcadia Zendesk Instance via Request API for End Users

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Gazmend Gjonbalaj
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The following document contains information pertaining to how an Arcadia customer can authenticate themselves, create and update tickets, add attachments, view a single ticket, and fetch all tickets for their organization through the Zendesk Request API for End Users.

 

Authentication:

Zendesk API utilizes Basic Auth. This entails passing in a username (email) and a password to each request. Once you have successfully set up your authentication, you can then move on to creating tickets through the Zendesk API. 

 

Create a Ticket:

The endpoint used to create tickets is POST /api/v2/requests 

 

curl --location 'https://urjanet.zendesk.com/api/v2/requests' \
--header 'Content-Type: application/json' \
--header 'Authorization: Basic <token>' \
--data '{
"request": {
"subject": "Demo test ticket",
"comment": {
"body": "Step 1 is to create the ticket"
},
"custom_fields": [
{
"id": 360004069311, 
"value": "utility_cloud"
},
{
"id": 360003278132, 
"value": "i_found_an_error_in_my_data"
}
]
}
}'

 

As per Arcadia's setup, there are two fields that are mandatory, as shown on the image above. Below is the enumerated list of values.

 

Customer Classification

The field Customer Classification has an id of id=360003278132.  

Currently there are four options available to this field: 

 

Zendesk UI Value Corresponding Zendesk API Value
General Question i_have_a_general_question
I found an error in my data i_found_an_error_in_my_data
I am missing a bill i_am_missing_data
My request is not listed  my_issue_is_not_listed

 

Arcadia reserves the right to change, add, or remove any options listed above without prior customer notification. Utilizing the correct classification ensures that your ticket is routed to the correct team as quickly as possible. 

 

Product Type

The field  Product Type has an id of id=360004069311.  

Currently there are eight options available to this field: 



Zendesk UI Value Corresponding Zendesk API Value
Utility Bill Data or UDS utility_bill_data
Utility Cloud utility_cloud
Utility Interval Data utility_interval_data

 

Arcadia reserves the right to change, add, or remove any options listed above without prior customer notification.

 

Retrieving an Individual Ticket:

curl --location 'https://urjanet.zendesk.com/api/v2/requests/<requestId>.json' \
--header 'Authorization: Basic <token>' \

Once you have successfully created your first ticket, you can fetch the ticket details using the Zendesk Request API.

 

The endpoint used to call a specific ticket is GET /api/v2/requests/{request_id}

Retrieving All Tickets:

curl --location 'https://urjanet.zendesk.com/api/v2/requests.json' \
--header 'Authorization: Basic YWJmYWxsMTEyMkBnbWFpbC5jb206Z29sZGZpc2gyNDY=' \
--header 'Cookie: _zendesk_cookie=BAhJIhl7ImRldmljZV90b2tlbnMiOnt9fQY6BkVU--0bf2100788cb010d0183feca16aaf88ccaf719ca'

Once you have successfully created one or more tickets, you can then fetch all tickets using the list tickets request.  

 

The endpoint used to call all tickets is GET /api/v2/requests

Attaching Attachments to a Ticket:

Once you have successfully created a ticket, you can then move on to attaching attachments to that ticket using Zendesk's two step process. The API allows for the upload of different format files, however, the most widely used formats are listed on the table below. The format selected must match the file uploaded in order for the following two steps to work.

 

Document Type Parameter Content-Type Header
Image  .JPG image/jpeg
Image .PNG image/png
XLSX .XLSX application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
Text .CSV text/csv

 

Step 1 – Upload file to Zendesk repository:

The endpoint used to upload a file to the repository is POST /api/v2/uploads/

  •  The file type noted via the header Content-Type must match the file being uploaded.  
curl --location 'https://urjanet.zendesk.com/api/v2/uploads?filename=%3DtestImage2.jpeg' \
--header 'Content-Type: image/jpeg' \
--header 'Authorization: Basic <token>' \
--data '@/Users/testUser/Desktop/testImage2.jpeg'

 

Step 2–Attaching uploaded document to a ticket:

The endpoint used is PUT api/v2/requests/{request_id}

Once you have successfully uploaded your file to the file repository, you can then move on to the next step which will allow you to attach that file to a single ticket through the Zendesk Request API.  

  • Note: you can only use a given upload token once successfully each. 
curl --location --request PUT 'https://urjanet.zendesk.com/api/v2/requests/<requestId>' \
--header 'Content-Type: application/json' \
--header 'Authorization: Basic <token>' \
--data '{
"request": {
"comment": {
"body": "Attaching a jpeg",
"uploads": [
"<token>"
]
}
}
}'

 

You should see the file successfully uploaded after this step.

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