Integrations / Support

Zendesk

Look up and search tickets, read their comments, reply to, update or create tickets, and trigger workflows from Zendesk events.

9 tools 13 trigger events

Tools

zendesk.get_ticket

Get a ticket by its numeric ID, e.g. 35436.

ticket_id*

zendesk.search_tickets

Search tickets with Zendesk's search syntax, e.g. type:ticket status:open requester:ada@example.com.

query*sort_bysort_orderper_page

zendesk.list_ticket_comments

List the comments on a ticket by its numeric ID, oldest first unless sort_order is desc.

ticket_id*sort_order

zendesk.get_user

Get a user (end user, agent or admin) by numeric ID, e.g. 35436.

user_id*

zendesk.add_ticket_comment writes

Add a public reply or an internal note to a ticket by its numeric ID.

ticket_id*body*publicstatus

zendesk.update_ticket writes

Change a ticket's status, priority, assignee or group by its numeric ID.

ticket_id*statuspriorityassignee_idgroup_id

zendesk.create_ticket writes

Create a ticket with a subject and a first comment.

subject*body*requester_idprioritytypetags

zendesk.api_get

Send a GET request to any Zendesk API path under https://{subdomain}.zendesk.com/api/v2 and return the response. For endpoints the named tools don't cover.

path*params

zendesk.api_request writes

Send a POST, PUT, PATCH or DELETE request to any Zendesk API path under https://{subdomain}.zendesk.com/api/v2.

method*path*paramsbody

Tick Allow raw writes on the connection to add api_request, which can send POST, PUT, PATCH and DELETE requests to any Zendesk API path.

Connect

  1. In Zendesk Admin Center, open Apps and integrations → APIs → API tokens, turn on token access if it is off, and add an API token.
  2. Enter your Zendesk subdomain, the email address of the agent the token acts as, and the token on the connection.
  3. To trigger workflows, create a webhook under Apps and integrations → Webhooks that subscribes to Zendesk events, with the request URL shown on the connection page, and paste its signing secret on the connection.

Credentials

API token Webhook signing secret

Zendesk API docs

Triggers

In Admin Center → Apps and integrations → Webhooks, create a webhook that subscribes to Zendesk events (not one connected to a trigger) with this URL, then use Reveal secret and paste it on this connection.

Events

zen:event-type:ticket.createdzen:event-type:ticket.comment_addedzen:event-type:ticket.status_changedzen:event-type:ticket.priority_changedzen:event-type:ticket.agent_assignment_changedzen:event-type:ticket.group_assignment_changedzen:event-type:ticket.tags_changedzen:event-type:ticket.custom_field_changedzen:event-type:ticket.csat_receivedzen:event-type:ticket.mergedzen:event-type:ticket.soft_deletedzen:event-type:user.createdzen:event-type:organization.created
 trigger
kind: zendesk
connection: zendesk
events: [zen:event-type:ticket.created]
groups: [...]
brands: [...]

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