Zendesk Extension

Connect your own Zendesk account by saving its subdomain plus either an API token (email + token) or an OAuth access token, after checking the credentials actually work.

Disconnect a Zendesk account: deletes the saved credentials. Nothing in Zendesk itself is changed.

List the connected Zendesk accounts.

List tickets in the connected Zendesk account, optionally filtered by organization or view.

Read one ticket in full by its numeric id.

Create a new support ticket, optionally creating the requester if their email is new.

Update selected fields of an existing ticket (status, priority, assignment, subject, tags) and optionally add a comment.

Add a public reply or an internal note to an existing ticket.

Permanently delete a ticket. Zendesk keeps it recoverable in the Deleted Tickets view for a limited time before purge.

Merge one or more source tickets into a target ticket -- their content is appended and the sources are closed.

Update the same status/priority/assignee/tags on up to 100 explicit tickets in one call.

Permanently delete up to 100 explicit tickets in one call. Cannot be undone through the API.

Import a historical ticket (e.g. migrating from another helpdesk) preserving its original creation timestamp.

Read the full change history (audits) of a ticket -- every event recorded against it.

List users (agents, admins, and end-users) in the connected Zendesk account.

Read one user in full by their numeric id.

Create a new user (end-user, agent, or admin) in the connected Zendesk account.

Update selected fields of an existing user. Only given fields change.

Permanently delete a user. Cannot be undone.

Merge one user into another -- the source user's tickets/history move to the target and the source is deleted.

List a user's identities -- emails, phones, and social/SSO logins, and which is primary/verified.

List organizations in the connected Zendesk account.

Read one organization in full by id.

Create a new organization.

Update selected fields of an existing organization. Only given fields change.

Permanently delete an organization. Cannot be undone.

List which users belong to which organizations.

Add a user to an organization.

Remove a user from an organization.

List agent groups configured in the connected Zendesk account.

Read one agent group in full by id.

Create a new agent group.

Update selected fields of an existing agent group. Only given fields change.

Permanently delete an agent group. Cannot be undone.

List which agents belong to which groups.

Add an agent to a group.

Remove an agent from a group.

List triggers, automations, macros, or views in the connected Zendesk account (choose kind via rule_kind param on other calls; this lists triggers by default).

Read one trigger in full by its numeric id, including its raw conditions/actions JSON.

Create a new trigger: an automatic action that fires the moment a ticket is created or updated and matches its conditions.

Update selected fields of an existing trigger. Only given fields change.

Permanently delete a trigger, automation, macro, or view by its numeric id (endpoint inferred: tries trigger, then automation, then macro, then view). Cannot be undone.

Create a new automation: a time-based rule Zendesk evaluates hourly against ticket conditions.

Update selected fields of an existing automation. Only given fields change.

Create a new macro: a set of ticket actions an agent applies with one click.

Update selected fields of an existing macro. Only given fields change.

Preview what a macro would change on a ticket (or a blank ticket) without actually applying it.

Create a new view: a saved ticket filter shown as a list in the agent workspace.

Update selected fields of an existing view. Only given fields change.

Run a view right now and return the tickets it currently matches.

List SLA policies configured in the connected Zendesk account.

Create a new SLA policy defining response/resolution time targets for matching tickets.

Update selected fields of an existing SLA policy.

Permanently delete an SLA policy. Cannot be undone.

List customer satisfaction (CSAT) ratings on the connected Zendesk account.

Rate a solved ticket's support experience as 'good' or 'bad', optionally with a comment.

List side conversations (internal/external threads split off a ticket) on one ticket.

Start a new side conversation (email thread split off a ticket) to loop in an external party without cluttering the main ticket.

Post a reply message into an existing side conversation thread.

Replace a ticket's full tag list.

Add tags to a ticket's existing tags (does not remove any).

Remove specific tags from a ticket.

Autocomplete tags used across the account by partial text match.

List custom field definitions for tickets, users, or organizations.

Create a new custom field on tickets, users, or organizations.

Update selected fields of an existing custom field definition.

Permanently delete a custom field definition. Existing ticket/user/organization data in that field is lost.

Upload a file to Zendesk (base64-encoded) so it can be attached to a ticket comment via its returned token.

Search across tickets, users, organizations, and groups using Zendesk's unified search syntax (e.g. 'type:ticket status:open priority:urgent').

Define a new Zendesk custom object type (a custom data model, e.g. 'invoice' or 'asset').

List custom object types defined in the connected Zendesk account.

Permanently delete a custom object type and every record of it. Cannot be undone.

List records of a custom object type.

Create a new record of a custom object type.

Update selected fields on an existing custom object record.

Permanently delete a custom object record. Cannot be undone.

Subscribe to Zendesk events (e.g. ticket.created, ticket.status_changed) -- Zendesk will POST to your HTTPS endpoint.

List webhook subscriptions configured on the connected Zendesk account.

Update an existing webhook's name, endpoint, subscriptions, or status. Only given fields change.

Permanently remove a webhook subscription. Cannot be undone.

Send a test event through a saved webhook (or an ad-hoc unsaved config) so you can confirm your endpoint receives it.

List Help Center categories in the connected Zendesk account.

Create a new Help Center category.

Update an existing Help Center category's name and/or description.

Permanently delete a Help Center category. Cannot be undone.

List Help Center sections, optionally filtered to one category.

Create a new Help Center section inside a category.

Update an existing Help Center section's name and/or description.

Permanently delete a Help Center section. Cannot be undone.

List Help Center articles, optionally filtered by section or labels.

Read one Help Center article in full, including its body content.

Create a new Help Center article in a section, as a draft by default.

Update an existing Help Center article's title, body, draft state, and/or labels.

Permanently delete a Help Center article. Cannot be undone.

Search Help Center content (articles) by free-text query, optionally restricted to a locale or category.

List phone numbers provisioned on the connected Zendesk Talk account.

List Talk lines configured on the connected Zendesk account.

Read current Talk availability status for every agent (e.g. online, away, offline, on a call).

Queue a callback request on a Talk line for a customer's phone number, optionally linked to an existing ticket.

Build one aggregated health report across the connected Zendesk account: open ticket count, overdue-SLA count, unassigned count, CSAT score, and breakdowns by priority/status.

Scan open tickets and flag every SLA metric that has already breached (past its target time).

Summarize open/pending ticket counts per assigned agent, optionally restricted to one group.

Flag open tickets that have not been updated in at least the given number of days.

Summarize customer satisfaction ratings (good/bad/offered counts and score) over the given period.

Close up to 100 explicit tickets in one call -- a convenience wrapper over bulk_update_tickets with status fixed to 'closed'.