Integrating with Zendesk for Request Case Management

You can integrate Zendesk with OneTrust to create and update tickets in Zendesk each time a consumer rights request is received by OneTrust. This workflow will update the corresponding OneTrust subtask with information received from Zendesk, which includes attachments.

To create an API key in Zendesk

  1. Create or log in to a Zendesk account.
  2. Click on Settings, then navigate to Channels > API.
  3. Click the plus icon button to create and enabled new token.
  4. Copy the API token.
    Attention:

    Make sure to copy and store this token. Zendesk won't show it against after you click Save or leave the page.

To set up credentials in OneTrust

For more information on creating integration credentials, see Configuring Integration Credentials.

  1. On the Integrations menu, click Credentials.

    The Credentials screen appears.

  2. Click the Add New button.

    The Add Credential modal appears.

  3. Create a new Basic credential using your Zendesk instance information. For more information, seeIntegrating with Zendesk for Request Case Management.
  4. Click the Save button.

Add Credential Modal Reference



Field
Description
Credential Name

Enter a name to identify the credential.

Description

Enter a description of the credential.

System

Select Zendesk as the system.

Connector Type

Select HTTP as the credential connector type.

Auth Type

Select Basic as the authorization type.

Protocol

Enter HTTPS as the protocol for the credential.

Username

Enter Zendesk email/token. For example: cbradshaw@gilbert.hughes.com/token

Password

Enter the API key generated by Zendesk.

To create the Issue Creation workflow

You can create an integration workflow for Zendesk by using the seeded workflow template(s) in the Gallery screen.

  1. On the Integrations menu, click Gallery.

    The Gallery screen appears.

  2. Navigate to the Zendesk system, then click on the tile.


    The Gallery Details screen appears.

  3. In the DSAR: Zendesk Issue Creation block, click the Add button.


    The Add Workflow Name modal appears.

  4. Enter a name for the workflow in the Workflow Name field, then select your Zendesk credential from the Select Credential field.


  5. Click the Create button.

    The Workflow Builder screen appears.

  6. Your Issue Creation workflow will be seeded with API calls and actions to create tickets in Zendesk. Customize the workflow with any additional parameters or conditional logic to meet your organization's need.
  7. Click the Save button.
  8. Click the Activate button to enable the workflow.

Request and Response

  1. Update your Request URL, as necessary.
  2. Update your desired Request Body and Response Sample in their respective tabs, as necessary.
  3. Click the Finish button.

Select Credentials

  1. On the Workflow Builder screen, click the Edit icon on the Zendesk: POST Create Ticket action.
  2. Click the Edit icon next to Account Credentials.
  3. Select your Zendesk credentials.
  4. Click the Next button.

To create the Issue Update workflow

  1. On the Integrations menu, click Gallery.

    The Gallery screen appears.

  2. Navigate to the Zendesk system, then click on the tile.


    The Gallery Details screen appears.

  3. In the DSAR: Zendesk Issue Updates Request in OneTrust block, click the Add button.

    The Add Workflow Name modal appears.

  4. Enter a name for the workflow in the Workflow Name field, then select your Zendesk credential from the Select Credential field.


  5. Click the Create button.

    The Workflow Builder screen appears.

  6. Your Issue Update workflow will be seeded with API calls and actions to update the ticket and system subtask with the integration details. Customize the workflow with any additional parameters or conditional logic to meet your organization's need.
  7. Click the Save button.
  8. Click the Activate button to enable the workflow.

To configure the Issue Update workflow

Copy the Webhook

  1. On the Workflow Builder screen, click the Edit icon on the Built-in Webhook Trigger step.
  2. Copy the HTTP POST URL to use as the webhook in Zendesk.


Configure Zendesk with Webhook

  1. Go to your Zendesk account and navigate to Settings > Extension.
  2. Click Add Target.
  3. Select HTTP Target and update the URL field with the OneTrust HTTP POST URL.
  4. Ensure the target is configured as follows:

    • Method: POST

    • Content Type: JSON

    • Target: Create Target

  5. Click the Submit button.

Configure Zendesk with OneTrust Reference ID

  1. In Zendesk, navigate to Settings > Manage > Ticket Fields.
  2. Add a new field and enter the required details. Ensure the field type is Text.
  3. Click the Save button.

Configure Zendesk with Trigger Target

  1. In Zendesk, navigate to Settings > Business Rules > Triggers.
  2. Add a new trigger with the conditions set as Status is Solved.
  3. Ensure the Notify Target action is set to the OneTrust HTTP Target you created.

Update Zendesk actions with Credentials

  1. In the Workflow Builder screen, click the Edit icon button on the GET Ticket Comment Count action.
  2. Click the Edit icon next to Account Credentials.
  3. Select your Zendesk Credentials.
  4. Repeat these steps for the GET Show Ticket Details actions.

Update Show Ticket Details Action

  1. Open the GET Show Ticket Details action.
  2. Enter your request URL.
  3. Edit the Response Sample, as necesary.
  4. Click the Finish button.
  5. Click the Save button, then click the Activate button to launch the workflow.

To update the data subject request workflow

  1. On the Privacy Rights Automation menu, click Workflows.

    The Workflows screen appears.

  2. Click the workflow you want to update with the Zendesk integration.

    The Workflow Details screen appears.

  3. Click the Edit button to enable editing.
  4. Click the System Subtask button.

    The Add System Subtask modal appears.

  5. Add a system subtask that triggers the newly created Zendesk integration.
    Note:

    Ensure that you enter Zendesk in the System field to populate the Issue Creation integration workflow in the System Integration Workflow field.



  6. Click the Save button to close the modal.
  7. In the Workflow Details screen, click the Save button.
  8. Click the Activate button to reactivate the workflow.