Logging Zendesk tickets as activities

Logging Zendesk tickets as activities

Success at Copper avatar
Written by Success at Copper
Updated over a week ago

To duplicate the steps in this article, you will need a trial, professional or business Copper account

Zapier can be used to take updates from application and log them in another. For customers that leverage Copper in conjunction with a support desk, this can be incredibly valuable. Our team has internally implemented this with Zendesk to make Copper the true single source of truth for all customer interaction. This example will walk through the process to log a new ticket in Copper in the corresponding contacts activity feed.


This Zap uses the Copper API via a Zapier Webhook. This Webhook functionality is available to Professional and Business customers. This Zap is intended to log support tickets of current or potential customers you are already working with. If the email address of the individual that submitted the Zendesk ticket is not in Copper, the Zap will fail. This can be resolved by adding an additional Copper Action Create/Update Person before the Webhook to create a new Person record if the email does not exist in Copper or update do nothing if the email already exists.

Step 1 - Trigger: New Ticket

This Zap starts off by selecting Zendesk as the Trigger app then selecting the Trigger: New Ticket. Proceed by connecting your Zendesk account to Zapier.

In the Edit Options section select the View you want to trigger when tickets are added to Copper. The view we set up is New Tickets which a new submission is automatically added to in Zendesk. In the Test this Step section submit a new submission to your Zendesk ticket alias in order to generate test data and proceed.

Step 2 - Action: Webhooks by Zapier

Before the ticket can be logged into Copper from Zapier, a Webhook is needed to identify the Copper People record that the ticket will be logged under. Select Webhooks by Zapier for the Action App and then select POST for the Webhooks by Zapier Action.

Proceed to the Edit Template section. The first field required is URL. This states what endpoint of the Copper API the Webhook should use. For this Zap we will use the URL Fetching a Person by Email Endpoint.

Set the Payload Type to: Json

For Data, enter email in the left hand field and select Requester Email from the Zendesk Trigger in Step 1.

Set Wrap Request in Array to: no

Set Unflatten to: Yes

Finally enter the four key value pairs for Headers, listed in the image below. Note that the order doesn't matter, but the left and right fields must stay aligned. The API Key can be generated in Copper by following these instructions. The User Email that generated the key will be listed in the Creator column.

At this point, your edited template should match the image below before proceeding to Test this Step.

Click 'Test this Step' then review the sample data. Specifically you want to ensure that an email is being pulled from the Zendesk New Ticket trigger. If there is no value for email, you need to retest the Trigger. Also note that this example does not have an API Key or User Email in the Header section. Be sure you have entered these or you will receive a (500) Internal Server Error.

Step 3 - Action: Webhooks by Zapier

The final step in this Zap is to create an activity in the activity feed within the Copper contact of the user that submitted the ticket through Zendesk. Select 'Copper' for the Action App then 'Create Activity' for the Action and proceed with connecting your account Copper account.

In the Edit Template section, set Activity Type to the activity in Copper you want the new ticket to be logged as. This example uses the Custom Activity: support ticket.

Map Activity Date to the Zendesk Ticket Created At output from Step 1.

Set Parent Type to Person.

Set Parent Object to Use a Custom Value.

Set Custom Value for Parent Object ID to the Post Webhook ID output from Step 2.

Set Acting User to the Copper User you would like the activity to be logged as.

Set Details to the information you wish to appear in the body of the activity.


In order to test any Zap you will need to complete the Test this Step section for the Trigger, each Filter, and each Action. Once you successfully tested all steps, select Finish and toggle your Zap on!

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