Can you unexalate in Zendesk programmatically?

General Questions
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1

Originally asked by Ola Timpson on 18 October 2022 (original question)

Is there a way to cause a Zendesk ticket to unexalate without clicking the button in the app? For example through an API.

We have a trigger to exalate any Zendesk tickets where a Jira reference has been entered into a custom field, which links to the relevant Jira reference. I’d love to be able to make it so that if that field is cleared the Zendesk ticket is automatically unexalated.

2

Answer by Daniel Carvajal on 18 October 2022

Hi Ola Timpson

There are several ways to achieve this, one which I think would be best for your case is to use the “unexalate now” post function so after the Jira reference is set maybe there is a transition where you can add the post function, more information here: https://docs.idalko.com/exalate/x/KwAs

Hope this is helpful.

Cheers,

Daniel

Comments:

Ola Timpson commented on 19 October 2022

Hi Daniel

That option seems to be in Jira. Is there a way to do this in Zendesk?

Thanks,

Ola

Ola Timpson commented on 20 October 2022

I now have the answer to this