Zendesk

Adds an internal note to an existing Zendesk ticket for agent reference and documentation.

This integration appends an internal note to a Zendesk support ticket, allowing your team to document important information, updates, or observations without the customer seeing the content. The note is added as a private comment that only agents can view.

Parameters

• ticket_id (String/Integer): The unique identifier of the Zendesk ticket to add the note to. Example: “584921”.
• note (String/HTML): The content of the internal note to add. Can include plain text or HTML formatting. Example: “Customer mentioned they are a VIP member and this is their third purchase. Investigation shows frequent connectivity issues with their device.”.

Output

Returns the complete updated ticket record along with audit information. Key fields include the ticket object with updated details like id, status, updated_at, tags, subject, and custom_fields. The audit section contains the newly created comment event with body, html_body, plain_body, and confirmation that public is false.

Example Output:

{
  "audit": {
    "id": 47856234891247,
    "events": [{
      "id": 47856234892103,
      "body": "Customer is a frequent buyer, purchasing for the fourth time. They had a discount code (CXPMET789123P55777) that expired and are asking if it can be renewed.",
      "type": "Comment",
      "public": false,
      "author_id": 19180370068251,
      "html_body": "

“, “plain_body”: “Customer is a frequent buyer, purchasing for the fourth time. They had a discount code (CXPMET789123P55777) that expired and are asking if it can be renewed.” }], “created_at”: “2026-03-15T17:45:23Z” }, “ticket”: { “id”: 584921, “status”: “open”, “subject”: “Following up on your discount code inquiry”, “updated_at”: “2026-03-15T17:45:23Z”, “tags”: [“vip_customer”, “discount_inquiry”, “repeat_buyer”] } }

Creates Ticket (Without Chat History) using Zendesk. Requires name and email and subject and description. Returns confirmation of creation, including the new record’s ID and details.

Retrieves all tags associated with a specific Zendesk support ticket for categorization and workflow purposes.

This integration fetches all tags that have been applied to a specific Zendesk ticket. Tags are labels used to categorize tickets by topic, priority, sentiment, language, team assignment, and other workflow attributes. This helps support teams quickly understand ticket context, route issues appropriately, and track patterns across customer interactions.

Parameters

• ticket_id (String): The unique identifier of the Zendesk ticket whose tags you want to retrieve. Example: “2204567”.

Output

Returns an object containing a tags array with all tag strings applied to the ticket. Tags typically include categorization labels for customer intent, sentiment analysis, language detection, regional assignment, team routing, and workflow status indicators.

Example Output:

{
  "tags": [
    "intent__billing__payment_failed",
    "intent_confidence__high",
    "intent_triage",
    "language__en",
    "language_confidence__high",
    "region_ca",
    "sentiment__frustrated",
    "sentiment_confidence__medium",
    "singleticket",
    "team_billing",
    "priority_urgent"
  ]
}

Finds a Zendesk user account by searching for their email address.

This integration searches Zendesk’s user directory to locate a specific user account using their email address. This allows your team to quickly access customer information, verify user identity, and link support tickets to the correct person in your Zendesk system.

Parameters

• query (String): The email address of the user you want to find. Example: “sarah.johnson@healthcenter.org”.

Output

Returns a complete Zendesk user profile containing key information including id (unique user identifier), name, email, role (end-user, agent, or admin), active status, phone number, tags (user categories), verified status, time_zone, created_at and updated_at timestamps, last_login_at, and any custom user_fields your organization has configured.

Example Output:

{
  "id": 39074882272539,
  "name": "Sarah Johnson",
  "email": "sarah.johnson@healthcenter.org",
  "role": "end-user",
  "tags": ["premium", "healthcare", "verified_member"],
  "phone": null,
  "active": true,
  "verified": true,
  "time_zone": "Eastern Time (US & Canada)",
  "created_at": "2025-07-17T20:32:56Z",
  "updated_at": "2026-03-14T06:20:13Z",
  "last_login_at": "2026-03-14T06:20:13Z",
  "user_fields": {
    "customer_type": "premium",
    "account_id": 20171,
    "membership_status": "active"
  },
  "suspended": false,
  "ticket_restriction": "requested"
}

Marks a Zendesk support ticket as solved, automatically updating its status to indicate the issue has been resolved.

This integration changes a Zendesk ticket’s status to “solved” when you provide the ticket ID. Use this to quickly close resolved support cases, update your team’s ticket queue, and maintain accurate resolution metrics in your helpdesk.

Parameters

• ticket_id (String): The unique identifier of the Zendesk ticket you want to mark as solved. Example: “847293”.

Output

Returns a confirmation response containing the operation status, a success message, and the ticket_id of the updated ticket. The status will be “success” when the ticket is successfully marked as solved.

Example Output:

{
  "status": "success",
  "message": "Ticket successfully marked as solved.",
  "ticket_id": 847293
}

Updates a custom field on an existing Zendesk ticket with a new value.

This integration allows you to modify custom fields on Zendesk tickets. Custom fields are additional data points your organization has configured beyond standard ticket properties like subject or status. This is useful for tracking specific information like order numbers, categories, priority levels, or any other custom data your support team needs to manage.

Parameters

• ticket_id (String): The unique identifier of the ticket you want to update. Example: “2847392”.
• custom_field_id (String): The unique identifier of the custom field you want to modify. This ID is found in your Zendesk configuration. Example: “360053175634”.
• custom_field_value (String): The new value to assign to the custom field. Format depends on your field type (text, dropdown, etc.). Example: “ORDER-12849”.

Output

Returns a confirmation message indicating whether the custom field was successfully updated, including the ticket_id of the modified ticket.

Example Output:

"Custom field is updated (ticket ID: 2847392)"

Updates the status and custom fields of an existing Zendesk support ticket.

This integration modifies an existing Zendesk ticket by changing its status (like “open”, “pending”, or “solved”) and updating any custom fields you’ve configured in your Zendesk instance. This is useful for automating ticket workflows, categorizing issues, or moving tickets through your support process.

Parameters

• ticket_id (String): The unique identifier of the Zendesk ticket you want to update. Example: “418392”.
• status (String): The new status for the ticket. Common values include “new”, “open”, “pending”, “hold”, “solved”, or “closed”. Example: “solved”.
• ticket_fields (Array, optional): A list of custom field objects to update, each containing an “id” (the custom field identifier) and “value” (the new value). Example: [{“id”: “18001911058317”, “value”: “billing_inquiry”}].

Output

Returns a confirmation message indicating whether the ticket was successfully updated, including the ticket ID for reference. The message format is “Ticket is updated (ticket ID: [ID])” for successful updates.

Example Output:

"Ticket is updated (ticket ID: 428571)"

Adds an internal comment to an existing Zendesk support ticket with additional information and timestamp.

This integration adds a private internal comment to an existing Zendesk ticket, allowing support teams to document additional information, case notes, or updates without the customer seeing the comment. The comment includes a formatted timestamp showing when the information was added.

Parameters

• ticketId (String): The unique ID number of the Zendesk ticket you want to update. Example: “847293”.
• additional_information (String): The content you want to add as an internal comment to the ticket. This can include case notes, resolution details, or any relevant information. Example: “Customer confirmed order cancellation via automated policy system.”.

Output

Returns the complete updated Zendesk ticket object with all ticket details including id, status, subject, created_at, updated_at, assignee_id, requester_id, priority, type, tags, custom_fields, and other ticket properties. The updated_at timestamp reflects when the comment was added.

Example Output:

{
  "id": 847293,
  "url": "https://company.zendesk.com/api/v2/tickets/847293.json",
  "status": "open",
  "subject": "Order #20847293 - Cancellation Request",
  "priority": "normal",
  "type": "incident",
  "created_at": "2024-03-15T10:22:15Z",
  "updated_at": "2024-03-15T14:45:32Z",
  "assignee_id": 19384756291847,
  "requester_id": 28394857362841,
  "submitter_id": 28394857362841,
  "tags": ["order_cancellation", "automated_policy", "resolved"],
  "custom_fields": [
    {"id": 360028069114, "value": "order_status"},
    {"id": 360033074354, "value": false}
  ],
  "description": "Hello, I need to cancel my recent order #20847293. I accidentally ordered the wrong item and need to make changes before it ships.",
  "brand_id": 360002280834,
  "group_id": 360003853254
}

Checks if Zendesk agents are currently available for live chat handoff.

This integration queries Zendesk to determine whether any agents are currently online and available to accept chat conversations. Use this to decide whether to offer customers live chat support or keep them in automated workflows when no human agents are available.

Parameters

This tool requires no input parameters – it automatically checks for agents who are online and available for the chat channel.

Output

Returns a simple status message indicating agent availability: either “Agents are available” when one or more agents are online and ready to accept chats, or “No agents available” when no agents are currently available for live chat support.

Example Output:

"No agents available"