How to Sync Zendesk Custom Statuses

Script Library
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In Zendesk, setting the regular ticket status only updates the status category such as new, open, pending, hold, or solved. If your workflow relies on custom statuses, you must update the custom_status_id field instead.

This is useful when syncing from platforms like Jira, Azure DevOps, or others into Zendesk, and you want the ticket to reflect a specific custom status rather than only its generic status category.

Script Overview

1. Retrieve the available Zendesk custom statuses
The script calls:

/api/v2/custom_status

This returns all custom statuses configured in Zendesk, including fields such as:

  • id

  • status_category

  • agent_label

  • description

  • active

2. Map the incoming Exalate status to a Zendesk custom status label
Instead of mapping directly to the numeric ID, the script maps the incoming status to the Zendesk agent_label.

3. Update the Zendesk ticket using custom_status_id
Once the matching custom status is found, the script updates the ticket with a PUT request.

Final Solution

Zendesk Incoming sync

def statusLabelMap = [
  'New'                  : 'Hold',
  'Active'               : 'Hold',
  'In QA'                : 'Hold',
  'Waiting for customer' : 'Pending',
  'Ready for QA'         : 'Hold',
  'Ready to Deploy'      : 'Hold',
  'Closed'               : 'Solved'
]

def desiredLabel = statusLabelMap[replica.status?.name]

if (desiredLabel) {
    def customStatusesResponse = httpClient.get("/api/v2/custom_statuses.json")
    def customStatuses = customStatusesResponse?.custom_statuses ?: []

    def matchedStatus = customStatuses.find { cs ->
        cs.active && cs.agent_label?.toString()?.equalsIgnoreCase(desiredLabel)
    }

    def desiredCustomStatusId = matchedStatus?.id as Long

    if (desiredCustomStatusId) {
        def currentTicket = httpClient.get("/api/v2/tickets/${issue.key}.json")
        def currentCustomStatusId = currentTicket?.ticket?.custom_status_id as Long

        if (currentCustomStatusId != desiredCustomStatusId) {
            httpClient.put(
                "/api/v2/tickets/${issue.key}.json",
                """{
                  "ticket": {
                    "custom_status_id": ${desiredCustomStatusId}
                  }
                }"""
            )
        }
    }
}

Zendesk Outgoing sync

def ticket = httpClient.get("/api/v2/tickets/${issue.key}.json")
def currentStatusId = ticket?.ticket?.custom_status_id as Long

if (currentStatusId) {
    def customStatuses = httpClient.get("/api/v2/custom_statuses.json")?.custom_statuses ?: []
    def matchedStatus = customStatuses.find { (it.id as Long) == currentStatusId }

    replica.status = matchedStatus?.agent_label
}

Alternative simpler approach

If you prefer, you can still use a direct ID mapping like this:

def statusMap = [
  'New'                  : 23181153952276,
  'Active'               : 23181153952276,
  'In QA'                : 23181153952276,
  'Waiting for customer' : 14559538794898,
  'Ready for QA'         : 23181153952276,
  'Ready to Deploy'      : 23181153952276,
  'Closed'               : 14559538794898
]

That works fine, but the label-based approach is usually easier to read and maintain.

Version

Tested on Version 5.32.1