Using Confluence actions in action flows

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By connecting the action builder 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.
Note: The
steps associated with external systems in action flows are referred to collectively
as external actions.

This article contains the following topics:
Connecting Confluence to action builder
Using Confluence actions in action flows
Recipe: Escalate Zendesk tickets by creating incident reports in Confluence




Connecting Confluence to action builder

Before you can include external actions in your action flows, you must connect the
action builder to the external system.
When connecting to external systems for use in action flows, the following best practices are recommended:
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.
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.
When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.



To connect action builder to Confluence
In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action
flows.

Create or edit an action flow.
Open the step sidebar.
Under External actions, click Confluence.
Click Connect.
Follow Atlassian's prompts to authenticate and complete the
connection.
Note: 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.



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.



Using Confluence actions in action flows

Confluence action steps can be used to create, update, and add comments to Confluence
pages.
The following Confluence actions are available:
Create page
Update page
Create footer
comment
Search for a page




Creating a Confluence page

Use the Create page action to create a new Confluence page with the
specified title and text-based content.
This action has the following inputs and outputs:










Variables




Inputs

space_id, title,
value



Output
Full metadata








Updating an existing Confluence page

Use the Update page action to update an existing Confluence page with
specified text-based changes.
This action has the following inputs and outputs:










Variables




Inputs

space_id, title,
value



Output
Full metadata








Creating a footer comment on an existing Confluence page

Use the Create footer comment action to add a comment to an existing
Confluence page.
This action has the following inputs and outputs:










Variables




Inputs

page_id, value



Output

id, status









Searching for a Confluence page

Use the Search for a page action to search for a Confluence page by its
title.
This action has the following inputs and outputs:










Variables




Inputs
title


Output

id, title










Recipe: Escalate Zendesk tickets by creating incident reports in Confluence

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.
Such an action flow might consist of the following steps:
Add an action flow trigger with the following details:
Click Add trigger.
In the step sidebar, under Zendesk, click
Tickets.
Click Properties and select Ticket type changed.
Click Add condition.
Under Variable, select Ticket type changed and
Type.
Set the Operator to Is.
Under Value, enter Incident.


Add a step to look up ticket details:
In the action builder, beneath the action flow trigger, click the
Add step icon ( ).
In the step sidebar, under Zendesk actions, click Look up
ticket.
Under Ticket ID, click into the field and then click
Select a variable instead.
In the variable menu, select Ticket assignment changed as the
step that output the variable you want to use, and then select
Ticket ID.


Add a step to look up user details about the ticket assignee:
In the action builder, click the Add step icon ( ).
In the step sidebar, under Zendesk actions, click Look up
user.
Under User ID type, select Zendesk user ID.
For User ID, click Add variable.
In the variable menu, select Look up ticket as the step that
outputs the variable you want to use, and then select Requester
ID.


Add a step to lookup details about the ticket requester's organization:
In the action builder, click the Add step icon ( ).
In the step sidebar, under Zendesk actions, click Look up
organization.
Under Organization ID type, select Zendesk organization
ID.
For Organization ID, click Add variable.
In the variable menu, select Look up user as the step that
outputs the variable you want to use, and then select
Organization ID.


Add a step that creates a Confluence page based on the information you
collected for the ticket, requester, and organization:
In the action builder, click the Add step icon ( ).
In the step sidebar, under External actions, click
Confluence and then select Create page.
Under Space, select the appropriate space from the connected
account in which to create the page.
Under Title, enter Incident report: and then click
add variable.
In the variable menu, select Look up ticket as the step that
outputs the variable you want to use, and then select Ticket
ID.
Under Content, 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: An incident was identified via the following Zendesk ticket: Ticket ID.

**Incident owner**
The following team member is serving as the incident owner: Ticket Assignee. They should be included in all decisions.

**Summary**
- Incident: Ticket Description
- Status: Ticket Status ID
- Reported by: Requester Name (Requester ID)
- Reporter's Organization: Requester's Organization Name (Organization ID)
- Reported at: Ticket Created at





Click Save.
Click Test to test the action flow.
Click the options menu ( ) and select Activate to begin using the
action flow to automatically create incident reports in Confluence.




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