RingCentral + Zendesk

Create Zendesk tickets from new RingCentral SMS messages

If your business receives SMS messages from clients—or potential leads—this Zap will help you manage those messages in Zendesk. Every time an SMS arrives, Zapier will automatically send it to Zendesk, populating a ticket. From there, you can link the ticket to other's from this customer, managing all your communication in one app.

When this happens...
New SMS/MMS Received
Triggers when there is a new SMS/MMS received.
TriggerInstant
automatically do this!
Create Ticket
Triggers when a new ticket is added (Zendesk may take an hour to make tickets available via their API with this trigger).
ActionWrite

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Supported triggers and actions

What does this mean?

Call Ended
Triggers when a call has been ended.
Trigger
Scheduled
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New Call Recording
Triggers when a call has been recorded.
Trigger
Scheduled
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- Type
- StatusRequired
Trigger
Instant
Try It
- NameRequired
- Allow Join before host
- Mute Audio
- Turn off camera for participants
Action
Write
- Phone Number ToRequired
- FileRequired
- Resolution
- Send Time
  Timestamp to send fax at. If not specified (current or the past), the fax is sent immediately.
- Cover Page Text
- Cover Page Type
Action
Write

New Group
Triggers when a new group is created.
Trigger
Scheduled
Try It
Recent Ticket
Triggers when a new ticket is added (Zendesk may take an hour to make tickets available via their API with this trigger).
Trigger
Scheduled
Try It

- ViewRequired
  You will need to create a descending by ID "view" in Zendesk with no grouping and select it here. Click here to learn more!
Trigger
Scheduled
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New View
Triggers when a new view is created.
Trigger
Scheduled
Try It
- SubjectRequired
- Assignee
  Note: the assignee must be in the default group (or specific group selected below) else an error will occur.
- Collaborators
- Collaborator Emails
  You can add emails of non-Zendesk users here as Collaborators.
- Group
  Assign this ticket to a group.
- Requester Name
  To set the Requester, you must specify the Requester Name in this field AND the Requestor Email in the next field.
- Requester Email
  To set the Requester, you must specify the Requester Email in this field AND the Requestor Name in the previous field.
- First Comment/Description Format
- First Comment/DescriptionRequired
- Should the first comment be public?
- Tags
  A comma separated list of tags.
- Status
- Type
- Due At
  Only available for tickets with a Type of "task."
- Priority
- Submitter
  If selected, this person will be set as the submitter of the ticket. Defaults to the Requester.
- Ticket form
  If selected, this will set the form to render for this ticket. Note: this is only applicable for Zendesk enterprise accounts.
- Sharing Agreements
- Brand
  Note: Only for Zendesk customers on plans with multi-brand support. More info here
Action
Write
- TicketRequired
  Choose which ticket to update.
- New comment to add to the ticket.
- Should the comment be public?
Action
Write
- OrganizationRequired
  Choose which organization to update. Looked up by ID.
- Name
  Must be unique. Zendesk does not allow duplicate organizations with the same name.
- Details
  In this field you can store any details about the organization. e.g. the address
- Notes
  In this field you can store any notes you have about the organization.
- Tags
  Comma-separated list of tags you want to apply to the new organization.
- Domain Names
  Comma-separated list of domain names to automatically associated with this organization (format: "zapier.com, google.com").
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Shared Tickets
  Options: "true" or "false". End users in this organization are able to see each others tickets.
- Shared Comments
  Options: "true" or "false". End users in this organization are able to see each others comments on tickets.
Action
Write
- UserRequired
  Choose which user to update. Looked up by ID.
- Name
- Email
  Must be unique. Zendesk does not allow duplicate users with the same email address.
- Details
- Notes
  In this field you can store any notes you have about the user.
- Phone
  Phone number for this user (format: +1 (555) 123-4567).
- Tags
  Comma-separated list of tags you want to apply to the new user.
- Role
  Can be one of the following: "end-user", "agent", or "admin". Defaults to "end-user" if set and not one of those values.
- Organization
  Assign this user to an organization.
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Verified
  Specify if you know this user is who they say they are?
Action
Write
- QueryRequired
  Write a search string to determine how we'll look up the agent in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the organization in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the user in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the ticket in Zendesk. For more information, visit the Zendesk docs.
- SubjectRequired
- Assignee
  Note: the assignee must be in the default group (or specific group selected below) else an error will occur.
- Collaborators
- Collaborator Emails
  You can add emails of non-Zendesk users here as Collaborators.
- Group
  Assign this ticket to a group.
- Requester Name
  To set the Requester, you must specify the Requester Name in this field AND the Requestor Email in the next field.
- Requester Email
  To set the Requester, you must specify the Requester Email in this field AND the Requestor Name in the previous field.
- First Comment/Description Format
- First Comment/DescriptionRequired
- Should the first comment be public?
- Tags
  A comma separated list of tags.
- Status
- Type
- Due At
  Only available for tickets with a Type of "task."
- Priority
- Submitter
  If selected, this person will be set as the submitter of the ticket. Defaults to the Requester.
- Ticket form
  If selected, this will set the form to render for this ticket. Note: this is only applicable for Zendesk enterprise accounts.
- Sharing Agreements
- Brand
  Note: Only for Zendesk customers on plans with multi-brand support. More info here
Action
Search or write

Missed Call
Triggers when there is a new missed call.
Trigger
Scheduled
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- Type
Trigger
Instant
Try It
New Voicemail
Triggers when there is a new incoming voicemail.
Trigger
Scheduled
Try It
- Phone Number FromRequired
- Phone Number ToRequired
  Type the phone number to send to.
- Play Prompt
Action
Write
- Type
- Phone Number FromRequired
- Phone Number ToRequired
- TextRequired
Action
Write
New Organization
Triggers when a new organization is added to Zendesk.
Trigger
Scheduled
Try It
- TicketRequired
  Choose the ticket to watch for activity (audits). Shows recent tickets.
Trigger
Scheduled
Try It
New User
Triggers when a new user is created.
Trigger
Scheduled
Try It
- NameRequired
  Must be unique. Zendesk does not allow duplicate organizations with the same name.
- Details
  In this field you can store any details about the organization. e.g. the address
- Notes
  In this field you can store any notes you have about the organization.
- Tags
  Comma-separated list of tags you want to apply to the new organization.
- Domain Names
  Comma-separated list of domain names to automatically associated with this organization (format: "zapier.com, google.com").
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Shared Tickets
  End users in this organization are able to see each others tickets.
- Shared Comments
  End users in this organization are able to see each others comments on tickets.
Action
Write
- TicketRequired
- CommentRequired
- FileRequired
Action
Write
- TicketRequired
  Choose which ticket to update.
- TagsRequired
  A list of tags to add to the ticket.
Action
Write
- TicketRequired
  Choose which ticket to update.
- Subject
- Assignee
  Note: the assignee must be in the default group (or specific group selected below) else an error will occur.
- Group
  Assign this ticket to a group.
- New Status
- New comment to add to the ticket.
- Should the first comment be public?
- Tags
  A comma separated list of tags.
- Type
- Priority
- Submitter
  If selected, this person will be set as the submitter of the ticket. Defaults to the Requester.
Action
Write
- NameRequired
- EmailRequired
  Must be unique. Zendesk does not allow duplicate users with the same email address.
- Details
- Notes
  In this field you can store any notes you have about the user.
- Phone
  Phone number for this user (format: +1 (555) 123-4567).
- Tags
  Comma-separated list of tags you want to apply to the new user.
- Role
  Can be one of the following: "end-user", "agent", or "admin". Defaults to "end-user" if set and not one of those values.
- Organization
  Assign this user to an organization.
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Verified
  Specify if you know this user is who they say they are?
Action
Write
- QueryRequired
  Write a search string to determine how we'll look up the group in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the ticket in Zendesk. For more information, visit the Zendesk docs.
Action
Search
- QueryRequired
  Write a search string to determine how we'll look up the organization in Zendesk. For more information, visit the Zendesk docs.
- NameRequired
  Must be unique. Zendesk does not allow duplicate organizations with the same name.
- Details
  In this field you can store any details about the organization. e.g. the address
- Notes
  In this field you can store any notes you have about the organization.
- Tags
  Comma-separated list of tags you want to apply to the new organization.
- Domain Names
  Comma-separated list of domain names to automatically associated with this organization (format: "zapier.com, google.com").
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Shared Tickets
  End users in this organization are able to see each others tickets.
- Shared Comments
  End users in this organization are able to see each others comments on tickets.
Action
Search or write
- QueryRequired
  Write a search string to determine how we'll look up the user in Zendesk. For more information, visit the Zendesk docs.
- NameRequired
- EmailRequired
  Must be unique. Zendesk does not allow duplicate users with the same email address.
- Details
- Notes
  In this field you can store any notes you have about the user.
- Phone
  Phone number for this user (format: +1 (555) 123-4567).
- Tags
  Comma-separated list of tags you want to apply to the new user.
- Role
  Can be one of the following: "end-user", "agent", or "admin". Defaults to "end-user" if set and not one of those values.
- Organization
  Assign this user to an organization.
- External Id
  A unique external id, you can use this to associate organizations to an external record.
- Verified
  Specify if you know this user is who they say they are?
Action
Search or write

About RingCentral

RingCentral provides cloud-based communication system to modern businesses of all sizes. The system enables companies with voice, SMS, video, Fax, and team collaboration services on all major desktop and mobile platforms. All devices, services, and users can be managed through our PBX and administrative capability designed for Enterprise IT.

Learn more

Related categories

Phone & SMS

About Zendesk

Zendesk is a web-based help desk support tool that makes it simple to provide great customer support.

Learn more

Related categories

Customer Support

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RingCentral + Zendesk

Create Zendesk tickets from new RingCentral SMS messages

Call Ended

New Call Recording

New SMS/MMS Sent

Type

StatusRequired

Create Video Meeting

NameRequired

Allow Join before host

Mute Audio

Turn off camera for participants

Send Fax

Phone Number ToRequired

FileRequired

Resolution

Send Time

Cover Page Text

Cover Page Type

New Group

Recent Ticket

New Ticket

ViewRequired

New View

Create Ticket

SubjectRequired

Assignee

Collaborators

Collaborator Emails

Group

Requester Name

Requester Email

First Comment/Description Format

First Comment/DescriptionRequired

Should the first comment be public?

Tags

Status

Type

Due At

Priority

Submitter

Ticket form

Sharing Agreements

Brand

Add Comment to Ticket

TicketRequired

New comment to add to the ticket.

Should the comment be public?

Update Organization

OrganizationRequired

Name

Details

Notes

Tags

Domain Names

External Id

Shared Tickets

Shared Comments

Update User

UserRequired

Name

Email

Details

Notes

Phone

Tags

Role

Organization

External Id

Verified

Find an Agent

QueryRequired

Find an Organization

QueryRequired

Find a User

QueryRequired

Find or Create Ticket

QueryRequired

SubjectRequired

Assignee