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Zendesk Messaging HITL Triggers Not Showing
# 🤝help
m
I am working on integrating the Zendesk Messaging HITL into my workflow but the HITL Assigned and HITL Stopped triggers are not appearing in my trigger dropdown. I have both the standard Zendesk integration and Zendesk Messaging integration installed. How do I add these triggers to my flow? I'm looking to add this trigger as a workaround to apply a proper title to my ticket since the Ticket Title parameter on the Start HITL card does not seem to set the title on zendesk correctly. All my chats are coming in as Conversation with Unknown User.
l
Those triggers do not exist, the ui has to be updated @modern-twilight-21220 how are you configuring your title?
m
In the Ticket Title parameter I'm putting
Copy code
Botpress live chat for {{conversation.fullName}}
But when the chat lands the title is
Copy code
Conversation with Unknown User
and the "Title" I set comes in the first message of the live chat, something like
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New Conversation Started

Email: {users_email}
Title: {title_from_param_on_botpress_card}
Description: {some_description}
and it's followed by the transcript of the users interaction with the bot
l
whats your bot id?
found in studio URL
m
This seems to be because my conversation isn't initiated in a native zendesk env and the sunshine api requires a User, I was hoping to have the trigger since I believe a user may be created on the zendesk side when the HITL is initiated. Are you aware of any other ways I may be able to set the conversation title? Bot ID is 
5a8edb5d-3872-4ece-9f7f-54dcb32c8f87
l
Please give me a few minutes!
Why it's broken: The zendesk-messaging-hitl integration creates a Zendesk Messaging conversation, not a ticket. The title "Conversation with Unknown User" is Zendesk's default when it doesn't recognize the requester's display name — the "Ticket Title" field on the Start HITL card maps to the conversation subject, but Zendesk Messaging overrides it with the user's profile name if the user isn't known. The bot already has conversation.fullName, conversation.firstName, conversation.lastName, and conversation.email set before HITL starts, so the data is there. Workaround — add a execute code card node in Create Zendesk Live Chat before start_live_chat that upserts the Zendesk user by email so Zendesk knows their name: code below: > const subdomain = env.ZENDESK_SUBDOMAIN const email = env.ZENDESK_EMAIL const token = env.ZENDESK_API_TOKEN const response = await axios.post( 
https://${subdomain}.zendesk.com/api/v2/users/create_or_update
, { user: { name: conversation.fullName, email: conversation.email, external_id: conversation.participantId } }, { auth: { username: 
${email}/token
, password: token } } ) workflow.zendeskEndUserId = response.data.user.id > .
Try this out and let me know if it fixes
m
I'll actually have to take this to my team before testing this out since I want to make sure we'd be okay adding Users to Zendesk. I appreciate the response though! I'll message back here if we're okay creating users to let you know if this worked.
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