Blueprint: Open Users or Organizations on external events

Toolbox is a powerful tool in Zendesk that opens specific features of Zendesk's Apps Framework to be used with Triggers, Automations and even external applications via the Zendesk API. In this blueprint, we'll guide you how to setup a command to open a user or organization. It can be used in external applications or solutions to open specific information in the existing Zendesk screen without opening additional browser tabs. Think about quick access to a User Profile from a CRM or opening the User Profile on an incoming call of a phone system that is incompatible with Talk Partner Edition.
Remember, this notification will only be visible if the agent is currently active on Zendesk, just like the notification from replies on Side Conversation.

For this instruction, we assume you have already setup Toolbox If this is not the case, please follow the instructions in this article.

Overview

1. Setup your command in Toolbox
2. Integrate the Toolbox API in your application

Setup your command in Toolbox

1. Navigate to the Toolbox icon in the left sidebar on Zendesk Support and click on Automatically open item.
   
   
   
   
2. While we're setting up the first command to open an item, it's good to first select your own name in the Agent field. Later we'll change this to the actual agent where you want to open the user or organization profile.
3. Now we're ready to decide what type of record you would like to open. In this blueprint we let you choose between two to select one for the Type field:
   • User
   • Organization
4. Now we need to know the exact ID of the User or Organization. In this case, we use 12345, so we can easily identify it later in our code.
5. In case you want to preview the behavior you can also add a real example of an ID and click Preview.
6. When you are satisfied, choose the Create button and some code samples will appear.
7. While you can use this in other Apps and Scripts, in this blueprint we're highlighting the use of an Automation, so you can go ahead and select the Trigger/Automation tab and select Copy.

Integrate the Toolbox API in your application

1. Toolbox has samples to integrate the Toolbox API using cURL, JavaScript, PHP or NodeJS. The Toolbox API has been built on top of the existing Send Notification to App API Endpoint of Zendesk for security purposes. In case your desired programming language is not included in the samples, you can also look at Zendesk's documentation and copy the request body of Trigger/Automation tab.
   
   
2. When building your HTTP request, you might want to look at the following highlighted items in the code.
   • Row 5: The ID (in the sample above, 12345), can be replaced with any ID. In this blueprint, we handle Users and Organizations, so you could look up Users or Organizations via Zendesk's API and use the ID of the record you'd like to open.
   • Row 6: The Agent ID hold the User ID of the agent that will receive the command and will open the User or Organization Profile.
   • Row 9: Authentication is covered in this article on the Zendesk Developer pages.
3. Now you are ready to go and you can run your HTTP request from your application.