Action: schedule-ticket-update (EAP)

The Myndbend™ Process Manager action schedule-ticket-update is used to automatically schedule an update for a ticket that will happen sometime in the future.

With this action, you can easily schedule ticket reminders or perform any other updates to your ticket in future.

How do I use this action?

Create a Zendesk trigger with conditions that match the moment when you want to schedule an update to a ticket. 

For the action, select Notify Webhook - MPM Webhook. You will be presented the option to paste in the message that will be sent to our servers. 

The message for this action is: 

{
    "action": "schedule-ticket-update",
    "data": {
        "updateAt": "YYYY-MM-DD HH:ii:ss" | "NUMBER UNITS" - REQUIRED
        "timeZone": "America/New_York", // optional, default: "UTC"
        "successMessage": "STRING", // optional, comment that will be posted when update is scheduled
        "ticketData": {
           ...
        }
    }
} 

What data is expected in the message? 

This webhook action works with all properties supported by Zendesk Ticket API. This means that you can schedule an update to any data on your tickets:

{
    "action": "schedule-ticket-update",
    "data": {
        "updateAt": "YYYY-MM-DD HH:ii:ss" | "NUMBER UNITS" - REQUIRED
        "timeZone": "America/New_York", // optional, default: "UTC",
        "successMessage": "STRING", // optional, comment that will be posted when update is scheduled
        "ticketData": {
            "assignee_id": number,
            "collaborator_ids": number[],
            "comment": {
                "body": string,
                "public": boolean
            },
            "created_at": string,
            "custom_fields": [
                {
                    "id": number,
                    "value": string | number | boolean
                },
                {
                    "id": number,
                    "value": string | number | boolean
                }
            ],
           "description": string,
           "due_at": string,
           "external_id": string,
           "follower_ids": number[],
           "group_id": number,
           "organization_id": number,
           "priority": string,
           "recipient": string,
           "requester_id": number,
           "status": string,
           "subject": string,
           "submitter_id": number,
           "tags": string[],
           "type":string",
        }
    }
}

You can find a list of supported time zone identifiers here. 

You don't have to use all of these values -- just set the ones that you need. 

In any of the values, you can use Zendesk Placeholders, to reference the data from the parent ticket. That way, you can pass the data from the ticket such as when to schedule an update. 

Usage examples

Create ticket reminder functionality, where you can allow your agents to set reminders for specific tickets. 

Add two fields to your ticket form:

• A Date field
• A Text field to specify the time in HH:ii format

Next, create a Zendesk trigger with the following conditions:

• Ticket is updated
• Date field is not empty
• Time field is not empty
• Tags contain none of the following: reminder_scheduled

Action: Notify webhook (MPM Webhook)

Request Body:

{ 
    "action": "schedule-ticket-update",
    "data": [{ 
        "updateAt": "{{ticket.ticket_field_<DATE_FIELD_ID>}} {{ticket.ticket_field_<TIME_FIELD_ID>}}", 
        "ticketData": { 
            "comment": { 
                "body": "This is a scheduled reminder", 
                "public": false 
            }, 
           "additional_tags": ["ticket_reminded"],
           "remove_tags": ["reminder_scheduled"] 
        } 
   }] 
}

This setup replicates the familiar MTR reminder functionality with MPM’s scheduled-ticket-update.

You can also add a "Notes" field, and allow agents to have custom notes with their reminders: 

{ 
    "action": "schedule-ticket-update",
    "data": [{ 
        "updateAt": "{{ticket.ticket_field_<DATE_FIELD_ID>}} {{ticket.ticket_field_<TIME_FIELD_ID>}}", 
        "ticketData": { 
            "comment": { 
                "body": "{{ticket.ticket_field_<NOTES_FIELD_ID>}}", 
                "is_public": false
           }, 
           "additional_tags": ["ticket_reminded"], 
           "remove_tags": ["reminder_scheduled"] 
       } 
    }] 
}