Sync repo files

Operations documentation page for working with sync repo files

To manage the many components of Zendesk we work with, we utilize sync repos. These enable use to have version controlled projects containing all the data and information that makes out our Zendesk configuration.

With this, we end up with a YAML file per item (one per trigger, one per macro, etc.).

These files contain all the relevant information for that item (minus the ID value). We also strive to keep them as human-readable as possible (so it is easy to read and code).

Auto-conversion

Through the use of the gitlab_support_readiness gem, we have several auto-conversions that occur when parsing the YAML files of our sync repos. This is to help keep things as “human-readable” as possible (and make it so we don’t have to hard code IDs into our repos).

Conditions

Applicable to:

  • Automations
  • SLA Policies (called filters, but same thing)
  • Triggers
  • Views
Normal Field value Key to edit Text to use
assignee_id value The user’s email address
brand_id value The name of the brand
custom_fields_###### field Field: xxx, where xxx is the field’s title attribute
group_id value The name of the group
organization_id value The organization’s salesforce_id value
requester_role value Agent, Light Agent, End User, Admin
role value Agent End User, or the user’s email address
satisfaction_reason_code value The name of the satisfaction reason
schedule_id value Schedule: xxx, where xxx is the schedule’s name attribute (or '' if using a blank)
ticket_form_id value Form: xxx, where xxx is the form’s name attribute
via_id value The name of the via method (see here)

Actions

Applicable to:

  • Automations
  • Macros
  • Triggers
Normal Field value Key to edit Text to use
assignee_id value The user’s email address
brand_id value The name of the brand
custom_fields_###### field Field: xxx, where xxx is the field’s title attribute
group_id value The name of the group
notification_target value The target’s title attribute
notification_webhook value The webhook’s name attribute
organization_id value The organization’s salesforce_id value
role value Agent End User, or the user’s email address
set_schedule value Schedule: xxx, where xxx is the schedule’s name attribute (or '' if using a blank)
ticket_form_id value Form: xxx, where xxx is the form’s name attribute

View specific

The only view specific one is the restrictions attribute. You would use use the group’s name or the user’s email address (instead of an ID value).

Form specific

  • For the ticket_field_ids attribute, use the field’s title attribute
  • For the end_user_conditions and agent_conditions attributes:
    • Use the field’s title attribute for the parent_field_id value
    • Use the field’s title attribute for the id value under the child_fields attribute
Last modified April 3, 2025: Migrating support readiness handbook to security (9196a840)
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