Using Confluence actions in action flows

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<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Confluence,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note note">
<span class="notetitle">Note:</span> The
steps associated with external systems in action flows are referred to collectively
as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_pnq_c34_zgc__ul_omj_bj4_zgc">
<li class="li"><a class="xref" href="#topic_gg3_dj4_zgc">Connecting Confluence to action builder</a></li>
<li class="li"><a class="xref" href="#topic_vvf_fj4_zgc">Using Confluence actions in action flows</a></li>
<li class="li"><a class="xref" href="#topic_et5_v12_fhc">Recipe: Escalate Zendesk tickets by creating incident reports in Confluence</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gg3_dj4_zgc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Confluence to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_gg3_dj4_zgc__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect action builder to Confluence</strong><ol class="ol" id="topic_gg3_dj4_zgc__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Confluence</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow Atlassian's prompts to authenticate and complete the
connection.<div class="note note">
<span class="notetitle">Note:</span> All external actions performed by an action flow are
attributed to the user who connected the external system. Therefore, it
is a best practice to use a dedicated service account rather than
personal credentials when connecting to each external
system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Confluence.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vvf_fj4_zgc">
<h2 class="title topictitle2" id="ariaid-title3">Using Confluence actions in action flows</h2>
<div class="body">
<p class="p">Confluence action steps can be used to create, update, and add comments to Confluence
pages.</p>
<div class="p">The following Confluence actions are available:<ul class="ul" id="topic_vvf_fj4_zgc__ul_vk4_fl4_zgc">
<li class="li"><a class="xref" href="#topic_zwf_gl4_zgc">Create page</a></li>
<li class="li"><a class="xref" href="#topic_hfg_ml4_zgc">Update page</a></li>
<li class="li"><a class="xref" href="#topic_kxk_tl4_zgc">Create footer
comment</a></li>
<li class="li"><a class="xref" href="#topic_zkx_zl4_zgc">Search for a page</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_zwf_gl4_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Creating a Confluence page</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create page</em> action to create a new Confluence page with the
specified title and text-based content. </p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zwf_gl4_zgc__table_rrw_1mz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e218" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e220" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e218" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e220" style="text-align:left;vertical-align:top;">
<code class="ph codeph">space_id</code>, <code class="ph codeph">title</code>,
<code class="ph codeph">value</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e218" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e220" style="text-align:left;vertical-align:top;">Full metadata</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_hfg_ml4_zgc">
<h3 class="title topictitle3" id="ariaid-title5">Updating an existing Confluence page</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Update page</em> action to update an existing Confluence page with
specified text-based changes.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hfg_ml4_zgc__table_h32_gmz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e288" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e290" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e288" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e290" style="text-align:left;vertical-align:top;">
<code class="ph codeph">space_id</code>, <code class="ph codeph">title</code>,
<code class="ph codeph">value</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e288" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e290" style="text-align:left;vertical-align:top;">Full metadata</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_kxk_tl4_zgc">
<h3 class="title topictitle3" id="ariaid-title6">Creating a footer comment on an existing Confluence page</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create footer comment</em> action to add a comment to an existing
Confluence page.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_kxk_tl4_zgc__table_z5v_gmz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e358" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e360" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e358" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e360" style="text-align:left;vertical-align:top;">
<code class="ph codeph">page_id</code>, <code class="ph codeph">value</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e358" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e360" style="text-align:left;vertical-align:top;">
<code class="ph codeph">id</code>, <code class="ph codeph">status</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_zkx_zl4_zgc">
<h3 class="title topictitle3" id="ariaid-title7">Searching for a Confluence page</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search for a page</em> action to search for a Confluence page by its
title.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zkx_zl4_zgc__table_shw_kmz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e430" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e432" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e430" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e432" style="text-align:left;vertical-align:top;"><code class="ph codeph">title</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e430" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e432" style="text-align:left;vertical-align:top;">
<code class="ph codeph">id</code>, <code class="ph codeph">title</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_et5_v12_fhc">
<h2 class="title topictitle2" id="ariaid-title8">Recipe: Escalate Zendesk tickets by creating incident reports in Confluence</h2>
<div class="body">
<p class="p">The following example action flow automatically creates an incident report in
Confluence when a Zendesk ticket is determined to be an incident. Automating these
actions ensures immediate visibility for engineering, consistent documentation of
incidents, and clean handoffs between teams working together to resolve the
incident.</p>
<div class="p">Such an action flow might consist of the following steps:<ol class="ol" id="topic_et5_v12_fhc__ol_hhj_pwf_dhc">
<li class="li">Add an action flow trigger with the following details:<ol class="ol" id="topic_et5_v12_fhc__ol_l2n_nwq_chc" type="a">
<li class="li">Click <strong class="ph b">Add trigger</strong>.</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk</strong>, click
<strong class="ph b">Tickets</strong>.</li>
<li class="li">Click <strong class="ph b">Properties</strong> and select <strong class="ph b">Ticket type changed</strong>.</li>
<li class="li">Click <strong class="ph b">Add condition</strong>.</li>
<li class="li">Under <strong class="ph b">Variable</strong>, select <strong class="ph b">Ticket type changed</strong> and
<strong class="ph b">Type</strong>.</li>
<li class="li">Set the <strong class="ph b">Operator</strong> to <strong class="ph b">Is</strong>.</li>
<li class="li">Under <strong class="ph b">Value</strong>, enter <strong class="ph b">Incident</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up ticket details:<ol class="ol" id="topic_et5_v12_fhc__ol_u1q_wcx_chc" type="a">
<li class="li">In the action builder, beneath the action flow trigger, click the
<strong class="ph b">Add step</strong> icon (<img class="image" id="topic_et5_v12_fhc__image_ls5_1xr_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
ticket</strong>.</li>
<li class="li">Under <strong class="ph b">Ticket ID</strong>, click into the field and then click
<strong class="ph b">Select a variable instead</strong>.</li>
<li class="li">In the variable menu, select <strong class="ph b">Ticket assignment changed</strong> as the
step that output the variable you want to use, and then select
<strong class="ph b">Ticket ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up user details about the ticket assignee:<ol class="ol" id="topic_et5_v12_fhc__ol_zjp_qdx_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_et5_v12_fhc__image_ox3_rdx_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
user</strong>.</li>
<li class="li">Under <strong class="ph b">User ID type</strong>, select <strong class="ph b">Zendesk user ID</strong>.</li>
<li class="li">For <strong class="ph b">User ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">In the variable menu, select <strong class="ph b">Look up ticket</strong> as the step that
outputs the variable you want to use, and then select <strong class="ph b">Requester
ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to lookup details about the ticket requester's organization:<ol class="ol" id="topic_et5_v12_fhc__ol_wxc_k2x_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_et5_v12_fhc__image_xxc_k2x_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
organization</strong>.</li>
<li class="li">Under <strong class="ph b">Organization ID type</strong>, select <strong class="ph b">Zendesk organization
ID</strong>.</li>
<li class="li">For <strong class="ph b">Organization ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">In the variable menu, select <strong class="ph b">Look up user</strong> as the step that
outputs the variable you want to use, and then select
<strong class="ph b">Organization ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step that creates a Confluence page based on the information you
collected for the ticket, requester, and organization:<ol class="ol" id="topic_et5_v12_fhc__ol_wfl_lxf_dhc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_et5_v12_fhc__image_ixj_mxf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">External actions</strong>, click
<strong class="ph b">Confluence</strong> and then select <strong class="ph b">Create page</strong>.</li>
<li class="li">Under <strong class="ph b">Space</strong>, select the appropriate space from the connected
account in which to create the page.</li>
<li class="li">Under <strong class="ph b">Title</strong>, enter <strong class="ph b">Incident report: </strong> and then click
<strong class="ph b">add variable</strong>. </li>
<li class="li">In the variable menu, select <strong class="ph b">Look up ticket</strong> as the step that
outputs the variable you want to use, and then select <strong class="ph b">Ticket
ID</strong>.</li>
<li class="li">Under <strong class="ph b">Content</strong>, enter the templated content you want to
capture for all incidents. Include relevant ticket and user
information as variables from the Look up ticket, Look up user, and
Look up organization steps, respectively, to streamline the incident
resolution. In the following example, all variables are
italicized:<pre class="pre codeblock"><code>An incident was identified via the following Zendesk ticket: <em class="ph i">Ticket ID</em>.

**Incident owner**
The following team member is serving as the incident owner: <em class="ph i">Ticket Assignee</em>. They should be included in all decisions.

**Summary**
- Incident: <em class="ph i">Ticket Description</em>
- Status: <em class="ph i">Ticket Status ID</em>
- Reported by: <em class="ph i">Requester Name</em> (<em class="ph i">Requester ID</em>)
- Reporter's Organization: <em class="ph i">Requester's Organization Name</em> (<em class="ph i">Organization ID</em>)
- Reported at: <em class="ph i">Ticket Created at</em>

</code></pre>
</li>
</ol>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Click <strong class="ph b">Test</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570#topic_uyj_qsw_3fc" target="_blank">test the action flow</a>.</li>
<li class="li">Click the options menu (<img class="image" id="topic_et5_v12_fhc__image_uls_2xf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Activate</strong> to begin using the
action flow to automatically create incident reports in Confluence.</li>
</ol>
</div>
</div>
</div>
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