Prepare your Zendesk Instance

✅ Make sure to create a contact with a valid phone number in your Zendesk instance. As we are working with the default installation of Zendesk, the fields of a contact are limited to the following:

Add Nimbus Trigger

Start with the element "GetOnNewTasks" or “GetonUpdatedTasks” and select the service your want to run this flow with.

💡 This will supply us with the necessary "Caller ID" field as soon as the call is ringing on the service.

Find Zendesk Contact

Now we want to match the "caller ID" field with the contact in Zendesk. As shown in the previous step we used the "Details" field in our example. We need to filter on that field.

1. Add a new HTTP Request element to the flow and set it to:
   
   1. URI = The API user search endpoint with HTTP query on @{triggerOutputs()?['body/microsoftCallerId']}
   2. Method = GET  
   3. Header = as given in the screenshot
   4. Authentication Type = if you are using basic auth, then it's simply username and password. Refer to the Zendesk api documentation for other authentication methods.

2. We can parse the content with a  “Parse JSON” from the Compose collection. Rename the element into “ZendeskUser”.
   1. Content = body('Get_User_by_Phone_number')?['users'][0]
   2. Schema=  Every Zendesk instance is different due to configurations. Run the flow first to get a response from the previous step. Then you can use the output to generate the schema.

Now we want to store the ID of the first contact found in the collection in a variable. 

3. Add a "Initialize variable" element to the flow and set it to the following:
   • Name = “ZendeskId”
   • Type = string
   • Value=  body('ZendeskUser')?['id']
     

Update the Nimbus Task

Now we want to update the Nimbus task with the contact information from Zendesk.

Add Nimbus UpdateTask with the following values:

• CustomerCustomFields.ZendeskCustomerUrl = concat('<Zendesk URI>/agent/users/',variables('ZendeskId'),'/requested_tickets')
• Customer.CustomFields.ZendeskId = variables('ZendeskId')
• Customer.Displayname = outputs('Get_items')?['body/value'][0]['name']

Configure Nimbus

Last but not least, you need to add a custom conversation context item in Nimbus configuration to screen pop the ZendeskCustomerUrl on an incoming call and assign it to the service.

1. Head to Configuration > Conversation Context and create a new item under your service's Organization Unit (OU).
   💡 If this context is to be used by multiple Zendesk-reliant services each in their own flows, make sure to set the OU a level higher so all services see this context.
2. As URL, use: $(Customer.Customfields.ZendeskCustomerUrl) 
   
3. Apply the context for each service within the Service Settings > Context tab.
4. Make a test call with a known PSTN in your Zendesk instance to see if the context is now looked up and opening correctly.
   

   💡 Reminder: Make sure the task-receiving user has Nimbus portal open in their browser. Otherwise the context window cannot be opened.