Screen Pop Activities: Zendesk Search REST API

Screen Pop Activities: Zendesk Search REST API


Zendesk Search REST API Activity
The Zendesk Search REST API activity lets you search for Users or Tickets directly within your workflow.

Search Options

1: Select User or Ticket as your search type.
2 : This choice determines which fields become available for filtering:

User Search Fields:
  1. User ID
  2. Email
  3. Name
  4. Phone
  5. Organization

Ticket Search Fields:
  1. Requester
  2. Organization
  3. Tags
  4. Status
  5. Assignee
3: You can add multiple filters to refine your search results.
4: Results & Pagination: Search results are returned in pages of up to 100 results per page.
Idea
To reduce latency, it's recommended to limit results to 1 page, but you can increase this if more data is needed.

5: Store & Use Results: You can store results in a variable to reuse later in the workflow. This enables chaining results into other activities, like displaying data or triggering conditions.

6: Query Customization
The Query Preview shows the constructed query based on your selected filters.
7: You can switch to Custom Query mode for more advanced control—without manually typing raw query strings.

 Example Walkthrough: Using the Zendesk Search REST API


This example shows how to configure and test the Zendesk Search REST API activity to look up tickets by requester, then pass the results into a dynamic UI.

  • Search Type: Ticket

2️⃣ Select Requester

  • Search Filter: Requester
  • Value: John Nobody
  • Pages: 1 (recommended for performance)

3️⃣ Save Results 

  1. Save Results In: ReturnedInfo
  • Query Preview: type:ticket requester:John Nobody
InfoTip: Use the Query Preview to see the exact query being constructed. Enable Customize Query for advanced scenarios.

Run a Test

  

Use the Run Test on Search window to simulate an input—no need for live ticket data.

  • Click "Send Test" to trigger the search based on the configuration above.

4️⃣ Review Output: 

After running the test: You’ll see execution logs confirming the activity has run.

The ReturnedInfo variable will contain the results—two tickets were found in this example.

The returned data can be passed to a Dynamic UI or Data Table to display relevant ticket details to agents in the interface.



 

Example Use Cases


1. Pre-Fill Agent View with Customer Info
Search for a user by email or phone number to retrieve and display profile details (e.g., name, org, recent tickets) before the agent engages with the customer.

2. Find and Display Open Tickets by Organization
Search all open tickets tied to a customer's organization and display them in a Data Table, giving agents context across related issues.

3. Trigger Escalation Checks
Search for tickets with the same tags or requester across multiple tickets. If more than 3 exist with a “priority” tag, escalate or flag for review.

4. Check Ticket Ownership Before Routing
Before reassigning or updating a ticket, run a search to confirm if the assigned agent is already overloaded or owns related tickets.

5. Populate Custom Actions Based on User Attributes
Search user details by name or ID, then drive PopFlows based on attributes like organization type, status, or user role.

6. Identify and Surface Duplicate Tickets
Use ticket fields like subject, requester, or tags to find similar tickets and surface them for agent review before taking action.