Zendesk

Zendesk Support API integration for managing tickets, users, organizations, and groups

The Zendesk integration lets your agents manage support tickets, search users, and work with organizations and groups.

Prerequisites

You need:

Zendesk subdomain — Your Zendesk subdomain (the your-company part of your-company.zendesk.com).
Email + API Token — Generate an API token in Zendesk under Admin → Channels → API. Authentication uses your email address and the API token.

Setup

Open Integrations from the sidebar
Select Zendesk from the catalog
Click Add Integration Config
Give the config a display name (e.g., "Zendesk - Support")
Enter your Subdomain
Enter your email and API token (Basic Auth)
Save the config

Using in Your Agent

Open your agent in Agent Studio and select an Agent Step
Under Attached Integration Configurations, click Attach configuration and choose your config
Attach Zendesk tools from the tools panel
Tools are referenced as zendesk.list_tickets, zendesk.create_ticket, etc.

Available Tools

Tool	Description	Action Type
`list_tickets`	List tickets	ReadOnly
`get_ticket`	Get a specific ticket	ReadOnly
`search`	Search across tickets, users, and organizations	ReadOnly
`create_ticket`	Create a ticket	Reversible
`update_ticket`	Update a ticket	Reversible
`add_ticket_comment`	Add a comment to a ticket	Irreversible
`list_ticket_comments`	List comments on a ticket	ReadOnly
`search_users`	Search users	ReadOnly
`get_user`	Get a specific user	ReadOnly
`get_current_user`	Get the current authenticated user	ReadOnly
`list_organizations`	List organizations	ReadOnly
`get_organization`	Get a specific organization	ReadOnly
`list_groups`	List groups	ReadOnly
`list_ticket_fields`	List ticket fields	ReadOnly

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Using in Your Agent

Available Tools