Zendesk API

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This API is used to perform operations on ZENDESK based on the method you have chosen.

Overview:

• Zendesk is a ticketing tool using which we can get ticket details.

• Zendesk system integration has view_id/tickets, ticket_Id, ticket_id/audits, ticket_id/comments, attachments.json and update ticket_Id.

• Mulesoft will connect to Zendesk API’s and expose the JSON payloads through a single Interface.

Sr No	API Method	REST Endpoint	Description	Consumers
1	POST	/{version}/attachments	Post Attachments to backend	Zendesk Rest API
2	POST	/{version}/attachments.json	Posts the file to the backend	Zendesk Rest API
3	PUT	/{version}/events/{ticketid}	Events Ticket Id Details For Subject and Notebody	Zendesk Rest API
4	PUT	/{version}/tickets/{ticket_id}	Update ticket details for a particular ticket ID	Zendesk Rest API
5	GET	/{version}/tickets/{ticket_id}	Fetches all the tickets details based on ticket ID	Zendesk Rest API
6	GET	/{version}/tickets/{ticket_id}/audits	Retrieves the audits details based on audits	Zendesk Rest API
7	GET	/{version}/tickets/{ticket_id}/comments	This lists comments based on ticket ID	Zendesk Rest API
8	GET	/{version}/views/{view_id}/tickets	Retrieves all the ticket details based on views	Zendesk Rest API

resources/API%20Led%20Integration%20-%20Zendesk-ea8beec9-568c-43bc-8232-2ce87321042d.PNG

Sequence Diagram and Description:

resources/Sequence%20Diagram%20for%20Zendesk-69f53f84-81f5-43d2-b148-fc5ff6859682.PNG

No.	Steps	Description
1.	Input Request Message	The ca-zendesk-xapi invokes the mule services along with credentials (client id and client secret) and X-TRANSACTION-ID(A code to track API calls end to end) via Mule Soft Secure API layer with the proper query params
2	Validate the user Credentials	Desktop user credentials are validated by the security API mule gateway layer
3.	If Validation fails, service returns specific fault response	If Validation fails, service returns specific fault response
4.	Send the request to specific Led layered api	The Mule soft experience API secure layer validated users request query parameters will redirect to the specific system API.
5.	Validate the request	The request is validated in the Mule System service API and if passed only then it is processed further to ca-zendesk-papi
6.	If Validation fails, service returns specific fault response	If the request gets failed during the validation the exception is thrown by the Process API to the Experience API secure layer.
7.	Fault message redirection by the User	When Experience API layer Fails then it returns error message to the consumers
8.	Connect to the SAP	Mule API will invoke Zendesk system and retrieve the response and update response.
9.	Zendesk connection Exception	On Zendesk connection failure, return error message. If there is any connection failure during the step 5, the sap Exception is thrown by the service.
10.	On successful, retrieve the view_id/tickets, ticket_id from Zendesk system and update the ticket_id to Zendesk system	Once the data is retrieved successfully, the Mule API converts json to json response.
11.	Return response	Returns the success response.

End Point details:

Zendesk Experience API : GET: /views/{view_id}/tickets

	Topic	Details
1.	Operation Description	Retrieve the data from Zendesk
2.	URI	/views/{view_id}/tickets
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-qa1/v1/views/53144706/tickets?sortBy=nice_id&sortOrder=asc
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : GET: /tickets/{ticket_id}

	Topic	Details
1.	Operation Description	Retrieve the data from Zendesk
2.	URI	/tickets/{ticket_id}
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-qa1/v1/tickets/4831
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : PUT: /tickets/{ticket_id}

	Topic	Details
1.	Operation Description	Update ticket Id in the Zendesk
2.	URI	/tickets/{ticket_id}
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-qa1/v1/tickets/4831
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : PUT: /events/{ticketid}

	Topic	Details
1.	Operation Description	Update event details based on ticket Id in the Zendesk
2.	URI	/events/{ticketid}
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-qa1/v1/events/4831
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : POST /attachments

	Topic	Details
1.	Operation Description	Uploads attachment files to Zendesk
2.	URI	/attachments
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-xapi-qa1/api/v2/attachments
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : POST /attachments.json

	Topic	Details
1.	Operation Description	Uploads attachment.json files to Zendesk
2.	URI	/attachments.json
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-xapi-qa1/api/v2/attachments.json?filename=try_1.json
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : GET /tickets/{ticket_id}/audits

	Topic	Details
1.	Operation Description	Fetches audit files based on ticket ID Zendesk
2.	URI	/tickets/{ticket_id}/audits
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-xapi-qa1/api/v2/tickets/47/audits?limit=1&offset=1&instance=esolhelpdesk
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Zendesk Experience API : GET /tickets/{ticket_id}/comments

	Topic	Details
1.	Operation Description	Fetches comments details based on ticket ID Zendesk
2.	URI	/tickets/{ticket_id}/comments
3.	Interface Source	Zendesk Application
4.	Interface Target	Zendesk Rest API
5.	Synchronous/Asynchronous	Synchronous
6.	Protocol	HTTPs
7.	URL	https://apis-sandbox.cambridgeassessment.org.uk/ca-zendesk-xapi-qa1/api/v2/tickets/47/comments?limit=1&offset=1&instance=esolhelpdesk
8.	Mode of Communication	☐ Batch ☐ Message ☒ Real Time
9.	Interface Pattern	☐ Publish / Subscribe ☒ Request / Reply

Exception Handling:

Custom Error handler is used to handle API Kit errors as well as user defined errors.
HTTP endpoints have been configured with reconnection strategies with maximum of 2 retry attempts.

Error Codes

HTTP Code	Error Code	Error Message
400	60006	Message Not Processed: There is some technical error while processing the request. Please report this to the Support team.
401	70401	Message Not Processed: Invalid Access token. Please provide a valid access token.
401	70401	Message Not Processed: Missing Access token. Please provide a valid access token.
401	70401	Message Not Processed: Access token expired. Please try again with a valid token.
404	70404	Message Not Processed: Requested resource not found.
405	70405	Message Not Processed: Method not allowed.
406	70406	Message Not Processed: Not acceptable.
413	70413	Message Not Processed: Unsupported media type.
429	70429	Message Not Processed: Too many requests. The allowed quota has been exceeded.
500	60015	Message Not Processed. There is some technical error while processing the request. Please report this to the Support team.
501	70501	Message Not Processed: Not implemented.
503	70503	Message Not Processed: One or more back-end is down. Please try again later.

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Overview:

Sequence Diagram and Description:

End Point details:

Error Codes

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