Zendesk

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

Action	Description
ZENDESK_COUNT_ZENDESK_ORGANIZATIONS	Returns the total number of organizations in a Zendesk account as a single numeric value.
ZENDESK_CREATE_ZENDESK_ORGANIZATION	Creates a new organization in Zendesk with a unique name and optional external ID.
ZENDESK_CREATE_ZENDESK_TICKET	Creates a support ticket in Zendesk with full field support including subject, description, priority, assignee, and custom fields.
ZENDESK_CREATE_ZENDESK_USER	Creates a new user in Zendesk with a specified name, email, role, and optional profile details.
ZENDESK_DELETE_ZENDESK_ORGANIZATION	Permanently deletes a Zendesk organization by its ID; this action is irreversible.
ZENDESK_DELETE_ZENDESK_TICKET	Permanently deletes a Zendesk ticket and its entire conversation history by ticket ID.
ZENDESK_DELETE_ZENDESK_USER	Permanently removes a user account from Zendesk by user ID.
ZENDESK_DESTROY_MANY_ORGANIZATIONS	Bulk-deletes up to 100 Zendesk organizations in a single asynchronous operation using IDs or external IDs.
ZENDESK_GET_ABOUT_ME	Returns profile and permission details for the currently authenticated Zendesk user.
ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS	Retrieves the full list of organizations in a Zendesk account, requiring client-side filtering for name or domain.
ZENDESK_GET_USER	Fetches complete profile details for a single Zendesk user by their numeric ID.
ZENDESK_GET_ZENDESK_ORGANIZATION	Retrieves metadata for a specific Zendesk organization by its numeric ID.
ZENDESK_GET_ZENDESK_TICKET_BY_ID	Fetches full details of a Zendesk ticket by ID, including comments and attachments.
ZENDESK_LIST_ZENDESK_TICKETS	Lists Zendesk tickets with support for pagination, sorting, and filtering by external ID.
ZENDESK_LIST_ZENDESK_USERS	Lists Zendesk users with pagination and optional filtering by role or external ID.
ZENDESK_REPLY_ZENDESK_TICKET	Adds a public reply or internal note to an existing Zendesk ticket by ticket ID.
ZENDESK_SEARCH_ZENDESK	Searches for tickets, users, organizations, and groups in Zendesk using Zendesk query syntax.
ZENDESK_SEARCH_ZENDESK_USERS	Searches Zendesk users by email or name, returning matching user records across all roles.
ZENDESK_UPDATE_ZENDESK_ORGANIZATION	Updates the fields of an existing Zendesk organization, such as name, notes, or domain names.
ZENDESK_UPDATE_ZENDESK_TICKET	Updates 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.