Skip to main content
Zendesk provides customer support software with ticketing, live chat, and knowledge base features, enabling agents to manage helpdesk operations, engage customers, and resolve support requests efficiently.

​
Setup

  1. In Agent Studio, go to Tools → Zendesk → Connect
  2. Sign in with your Zendesk account and authorize access
  3. Review the requested permissions and click Allow

​
Available actions

ActionDescription
ZENDESK_COUNT_ZENDESK_ORGANIZATIONSReturns the total number of organizations in a Zendesk account as a single numeric value.
ZENDESK_CREATE_ZENDESK_ORGANIZATIONCreates a new organization in Zendesk with a unique name and optional external ID.
ZENDESK_CREATE_ZENDESK_TICKETCreates a support ticket in Zendesk with full field support including subject, description, priority, assignee, and custom fields.
ZENDESK_CREATE_ZENDESK_USERCreates a new user in Zendesk with a specified name, email, role, and optional profile details.
ZENDESK_DELETE_ZENDESK_ORGANIZATIONPermanently deletes a Zendesk organization by its ID; this action is irreversible.
ZENDESK_DELETE_ZENDESK_TICKETPermanently deletes a Zendesk ticket and its entire conversation history by ticket ID.
ZENDESK_DELETE_ZENDESK_USERPermanently removes a user account from Zendesk by user ID.
ZENDESK_DESTROY_MANY_ORGANIZATIONSBulk-deletes up to 100 Zendesk organizations in a single asynchronous operation using IDs or external IDs.
ZENDESK_GET_ABOUT_MEReturns profile and permission details for the currently authenticated Zendesk user.
ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONSRetrieves the full list of organizations in a Zendesk account, requiring client-side filtering for name or domain.
ZENDESK_GET_USERFetches complete profile details for a single Zendesk user by their numeric ID.
ZENDESK_GET_ZENDESK_ORGANIZATIONRetrieves metadata for a specific Zendesk organization by its numeric ID.
ZENDESK_GET_ZENDESK_TICKET_BY_IDFetches full details of a Zendesk ticket by ID, including comments and attachments.
ZENDESK_LIST_ZENDESK_TICKETSLists Zendesk tickets with support for pagination, sorting, and filtering by external ID.
ZENDESK_LIST_ZENDESK_USERSLists Zendesk users with pagination and optional filtering by role or external ID.
ZENDESK_REPLY_ZENDESK_TICKETAdds a public reply or internal note to an existing Zendesk ticket by ticket ID.
ZENDESK_SEARCH_ZENDESKSearches for tickets, users, organizations, and groups in Zendesk using Zendesk query syntax.
ZENDESK_SEARCH_ZENDESK_USERSSearches Zendesk users by email or name, returning matching user records across all roles.
ZENDESK_UPDATE_ZENDESK_ORGANIZATIONUpdates the fields of an existing Zendesk organization, such as name, notes, or domain names.
ZENDESK_UPDATE_ZENDESK_TICKETUpdates an existing Zendesk ticket’s fields including status, priority, assignee, and custom fields, with optional comment.

​
Adding to an agent

  1. Open your agent in Agent Studio → Agent Builder
  2. Go to Tools and enable Zendesk
  3. Select only the actions your agent needs
  4. Set auth mode: Shared (agent acts on one account) or Per-user (each end-user connects their own account)

​
Example use cases

Automated ticket triage and routing An agent monitors incoming support tickets, reads their subject and description, and automatically sets priority and assigns them to the appropriate group based on keywords or category, reducing manual triage time. Customer onboarding support automation When a new customer signs up, an agent creates a Zendesk user, links them to the correct organization, and opens a welcome ticket so the support team can proactively reach out and confirm a smooth onboarding experience. Escalation and status update notifications An agent periodically lists open tickets sorted by update time, identifies those stale beyond a threshold, updates their status or priority, and adds an internal note to alert the assigned agent, ensuring no request goes unresolved.