Flow Step Type: Zendesk

The Zendesk Flow step creates a support ticket using information the Flow already knows about the user. Use it when a Flow collects feedback, a bug report, or a contact request that should go directly to your support team’s queue.

The step runs on Product Fruits servers, so the end user does not see the ticket being created.

Plan Availability

The Zendesk Flow step is available only on the Business plan. You can find it in the Advanced (Pro) section of the step palette in the Flow editor.

Set Up the Connection

Only Product Fruits workspace Owners can create or edit connections. Anyone who can edit a Flow can select an existing connection by name, but they cannot see its OAuth client secret.

A Zendesk administrator must create the OAuth client. The Zendesk account associated with the client must remain active and have permission to view groups and create tickets.

Create an OAuth Client in Zendesk

Product Fruits uses the OAuth client credentials flow, which runs securely without user interaction. A redirect URL is not required.

In Zendesk Admin Center, go to Apps and integrations → APIs → OAuth clients.
Create a new OAuth client.
Enter a descriptive client name and a Unique identifier. Zendesk uses the Unique identifier as the OAuth client ID.
Set the client type to Confidential.
Save the OAuth client.
Copy and securely store its Unique identifier and Secret. Zendesk displays the complete secret only once.

You do not need to configure a redirect URL or manually select scopes for the Product Fruits connection. The access available through the connection is determined by the permissions of the Zendesk user associated with the OAuth client.

See Zendesk’s OAuth documentation for more information.

Create the Zendesk Connection in Product Fruits

In Product Fruits, go to More → Integrations → Connections and click Create new.
Enter a descriptive connection name and select Zendesk as the connection type.
Enter your Zendesk Subdomain. Enter only the part before .zendesk.com. For example, enter your-company for your-company.zendesk.com.
Enter the Zendesk OAuth client’s Unique identifier in OAuth client ID.
Paste the OAuth client secret into OAuth client secret.
Click Test to verify the credentials.
If the test succeeds, click Create.

When editing the connection later, leave OAuth client secret blank to keep the stored secret. Enter a value only when you want to replace it.

Configure the Zendesk Flow Step

In the Flow editor, add the Zendesk step from the Advanced (Pro) section and click Edit.
Select the Zendesk connection the step should use. The remaining fields stay unavailable until you select a connection because Product Fruits retrieves the available groups and ticket forms from that Zendesk account.

Configure the Requester

Complete the information about the person submitting the request:

Requester email (required): Select where Product Fruits should get the requester’s email address:
The ticket is filed under this email address, and this is where the requester receives replies from your support team.
- User property
- Enrollment variable
- Fixed value
Requester name (optional): Enter the name that should appear on the ticket. The field accepts up to 200 characters.

If the email address does not belong to an existing Zendesk user and you leave Requester name empty, Product Fruits uses the part of the email address before the @ symbol as the requester’s name.

Add the Ticket Content

Complete the ticket fields:

Subject (required): Enter a short title that helps agents understand the request. You can enter up to 500 characters in the editor. When the Flow runs, placeholders are resolved, the subject is converted to one line, and anything beyond 255 characters is removed.
Description (required): Enter the details agents need to investigate or respond. The Description accepts up to 10,000 characters and becomes the first comment on the Zendesk ticket.

The Description is sent as plain text. HTML is not rendered.

Use Placeholders

The Requester name, Subject, and Description fields support placeholders. Use them to include user properties, Flow variables, or output from an earlier step.

Type {{ in a supported field to select an available placeholder. See Using placeholders for the supported values and instructions on adding fallback text when a value is unavailable.

Character limits are also applied after placeholders are resolved. Any content beyond the field’s limit is removed, so allow additional space when inserting values that may be long.

Configure Ticket Routing

Open Routing (optional) to control where the ticket goes and how Zendesk categorizes it. Leave a field unchanged when you want Zendesk to apply its account defaults, triggers, and routing rules.

Group: Select the Zendesk group that should receive the ticket. Select No group (Zendesk routing) to let Zendesk assign it through its own routing rules.
Ticket form: Select the form that should be applied to the ticket. Select No ticket form (account default) to use the Zendesk account’s default form.
Priority: Select Low, Normal, High, or Urgent. Select Zendesk default to leave the priority unset.
Type: Select Question, Incident, Problem, or Task. Select Zendesk default to leave the ticket type unset.

The Ticket form list contains only the forms exposed by the connected Zendesk account. If the list is empty, leave the field unchanged and Zendesk applies the account default.

Handle Failed Ticket Creation

Enable Failure branch and connect it to another step if you want the Flow to follow an alternative path when Product Fruits cannot create the Zendesk ticket.

If ticket creation fails, the Flow follows the connected failure branch instead of stopping.

Debug the Zendesk Step

Use the Zendesk step’s debug logs when a ticket is not created as expected or when the Flow follows the failure branch.

Open the Zendesk step in the Flow editor and select Debug logs. Each row represents one execution of the step.

Review the Execution Details

Select a run to view its details:

Action: The name assigned to the Zendesk step.
When: The date and time the step ran.
User: The Product Fruits username associated with the Flow execution.
Enrollment: The identifier of the user’s enrollment in the Flow.
Run: The identifier of this particular step execution.
Connection: The identifier of the Zendesk connection used to create the ticket.

Use the copy icon beside the Enrollment or Run identifier when you need to share it with Product Fruits support.

Request and Response

The Request panel shows the request sent to Zendesk. The Response panel shows the response code and how long Zendesk took to respond. For example, a 201 response means Zendesk created the ticket successfully.

Request and response headers and bodies are not stored for successful executions.

Find and Filter Runs

Use Search by username to find executions associated with a particular user.

Use the Status filter to narrow the list by its overall outcome:

All: Every execution, regardless of its outcome.
Success: Executions where the Zendesk ticket was created successfully.
Failed: Executions where Product Fruits could not create the ticket.
Skipped: Executions where Product Fruits did not send a request to Zendesk.

To investigate unsuccessful executions, click Add filter → Error type:

All: Every error type.
Configuration: A required setting is missing or invalid, or a required value did not resolve correctly.
Rejected by provider: Zendesk received the request but rejected its contents.
Authentication failed: Zendesk could not authenticate the OAuth client. The client ID or secret may be incorrect or no longer valid.
Permission denied: The Zendesk user associated with the OAuth client does not have permission to view the selected resources or create tickets.
Not found: Zendesk could not find the selected group, ticket form, or another required resource.
Rate limited: Zendesk temporarily rejected the request because too many requests were sent.
Send limit reached: Product Fruits reached its outbound action limit and did not send the request.
Provider unavailable: Zendesk was temporarily unavailable.
Unexpected error: The execution failed for a reason that does not match another category.

You can combine filters. For example, select Failed under Status and Permission denied under Error type to find failures caused by insufficient Zendesk permissions.

Select the refresh icon in the upper-right corner to load the latest executions.

Limitations

The Zendesk Flow step can create new tickets only. It cannot update, comment on, or close existing tickets.
Ticket descriptions are sent as plain text. HTML is not rendered.
The Ticket form selector displays only the forms exposed by the connected Zendesk account. If no forms are available, leave the field unchanged and Zendesk applies the account default.

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