How to Access Zendesk API to Manage Support Tickets in PHP

Library Installation

• Use Composer to install the Zendesk API client for PHP. This library simplifies the process of making API calls and handling responses.

composer require zendesk/zendesk_api_client_php  

Authentication

• Prepare the PHP script to authenticate requests. Zendesk API supports using an API token or OAuth. For simplicity, using an API token is recommended.

<?php

require 'vendor/autoload.php';

use Zendesk\API\HttpClient as ZendeskAPI;

$subdomain = "yoursubdomain"; 
$username = "your-email@example.com";
$token = "yourAPItoken";

$client = new ZendeskAPI($subdomain);
$client->setAuth('basic', ['username' => $username, 'token' => $token]);

?>

Fetching Tickets

• Use the client instance to fetch tickets. Zendesk API allows filtering options such as ticket status or assignee.

<?php

try {
    $tickets = $client->tickets()->findAll(['status' => 'open']);
    foreach ($tickets as $ticket) {
      echo "Ticket ID " . $ticket->id . ": " . $ticket->subject . "\n";
    }
} catch (\Zendesk\API\Exceptions\ApiResponseException $e) {
    echo "Error: " . $e->getMessage();
}

?>

Creating a New Ticket

• Construct a new ticket by defining its properties such as subject, description, requester email, etc.

<?php

$newTicket = [
    'subject'  => 'Support needed',
    'comment'  => [
        'body' => 'Please assist with this issue.',
    ],
    'priority' => 'normal',
    'requester' => [
        'name'  => 'John Doe',
        'email' => 'john.doe@example.com',
    ],
];

try {
    $ticket = $client->tickets()->create($newTicket);
    echo "New ticket created with ID: " . $ticket->ticket->id;
} catch (\Zendesk\API\Exceptions\ApiResponseException $e) {
    echo "Error: " . $e->getMessage();
}

?>

Updating an Existing Ticket

• Modify ticket properties such as status or add comments by specifying the ticket ID and new properties.

<?php

$updateTicket = [
    'status' => 'solved'
];

try {
    $ticketId = 123456; // Example ticket ID
    $ticket = $client->tickets()->update($ticketId, $updateTicket);
    echo "Ticket " . $ticket->ticket->id . " has been updated.";
} catch (\Zendesk\API\Exceptions\ApiResponseException $e) {
    echo "Error: " . $e->getMessage();
}

?>

Handling API Errors

• Be prepared to handle various API errors by using try and catch blocks to ensure robustness.
• Examine error codes and messages returned by the Zendesk client for troubleshooting.

<?php

try {
    // Your API operations...
} catch (\Zendesk\API\Exceptions\ApiResponseException $e) {
    echo "API Error occurred: " . $e->getMessage();
} catch (\Exception $e) {
    echo "General Error occurred: " . $e->getMessage();
}

?>

Best Practices

• Ensure all API keys and sensitive data are secure and not hard-coded into source files.
• Utilize environment variables or secure vaults for storing credentials.
• Regularly update the Zendesk API library to the latest version for improved security and functionality.