Zendesk

Manage Zendesk tickets, users, organizations, and ticket fields from inside an agent workflow.

Zendesk actions let an agent work with your support data directly in a flow. An agent can create and update tickets, manage users and organizations, read ticket fields, and pass the results to later steps.

Supported actions

Group	Actions
Ticket	Create, Update, Get, Get All, Delete, Recover
User	Create, Update, Get, Get All, Search, Delete, Get Related Data
Organization	Create, Update, Get, Get All, Delete, Count, Get Related Data
Ticket field	Get, Get All

Prerequisites

Create a Zendesk credential

Generate an API token in your Zendesk admin center, then store it as a Zendesk credential in Credential Management. Select that credential on every Zendesk action.

How to use these actions

• Every action needs your Subdomain and authentication email. The Subdomain is the mycompany part of mycompany.zendesk.com, and the authentication email is the email tied to your API token. Both are required on every Zendesk action.
• Map text inputs from earlier steps. Inputs such as Subject, Description, and Email accept a value mapped from a previous step.
• Numeric and toggle inputs take fixed values. Numeric IDs such as Assignee ID, Group ID, and Organization ID, the Limit, and the Comment Is Public toggle take fixed values.
• Comma separated lists. Tags and Domain Names are entered as comma separated values.
• JSON objects for custom data. Custom Fields, Organization Fields, and User Fields accept a JSON object.
• List actions cap results with Limit. The Get All actions return up to Limit records.

Subdomain and the authentication email tied to your API token are required on every Zendesk action. They are documented here once and are not repeated in each operation’s input table below.

Actions

Ticket

Zendesk Ticket Create

Creates a new ticket.

Input	Required	Description
Subject	Yes	The subject line of the ticket.
Description	Yes	The first comment body on the ticket.
Priority	No	The ticket priority. One of urgent, high, normal, or low.
Type	No	The ticket type. One of problem, incident, question, or task.
Requester Email	No	The email address of the person requesting support.
Requester Name	No	The name of the person requesting support.
Assignee ID	No	The numeric ID of the agent to assign the ticket to. Takes a fixed number.
Group ID	No	The numeric ID of the group to assign the ticket to. Takes a fixed number.
Tags	No	Tags to apply, entered as a comma separated list.
Custom Fields	No	Custom field values as a JSON object.

Zendesk Ticket Update

Updates an existing ticket.

Input	Required	Description
Ticket ID	Yes	The unique identifier of the ticket to update.
Subject	No	The new subject line.
Comment	No	A comment to add to the ticket.
Comment Is Public	No	Whether the added comment is public. Defaults to on.
Status	No	The new status. One of new, open, pending, hold, solved, or closed.
Priority	No	The ticket priority. One of urgent, high, normal, or low.
Type	No	The ticket type. One of problem, incident, question, or task.
Assignee ID	No	The numeric ID of the agent to assign the ticket to. Takes a fixed number.
Group ID	No	The numeric ID of the group to assign the ticket to. Takes a fixed number.
Tags	No	Tags to apply, entered as a comma separated list.
Custom Fields	No	Custom field values as a JSON object.

Zendesk Ticket Get

Retrieves a ticket by ID.

Input	Required	Description
Ticket ID	Yes	The unique identifier of the ticket to retrieve.

Zendesk Ticket Get All

Lists tickets.

Input	Required	Description
Limit	No	Maximum number of tickets to return, from 1 to 1000. Defaults to 100.
Sort By	No	The field to sort on. One of created_at, updated_at, priority, or status.
Sort Order	No	The sort direction, either asc or desc.
Status	No	Filter tickets by status.

Zendesk Ticket Delete

Deletes a ticket.

Input	Required	Description
Ticket ID	Yes	The unique identifier of the ticket to delete.

Zendesk Ticket Recover

Recovers a deleted ticket.

Input	Required	Description
Ticket ID	Yes	The unique identifier of the deleted ticket to recover.

User

Zendesk User Create

Creates a new user.

Input	Required	Description
Name	Yes	The user’s full name.
Email	Yes	The user’s email address.
Role	No	The user role. One of end-user, agent, or admin.
Phone	No	The user’s phone number.
Organization ID	No	The numeric ID of the organization to associate the user with. Takes a fixed number.
External ID	No	An identifier for the user in an external system.
User Fields	No	Custom user field values as a JSON object.

Zendesk User Update

Updates an existing user.

Input	Required	Description
User ID	Yes	The unique identifier of the user to update.
Name	No	The user’s full name.
Email	No	The user’s email address.
Role	No	The user role. One of end-user, agent, or admin.
Phone	No	The user’s phone number.
Organization ID	No	The numeric ID of the organization to associate the user with. Takes a fixed number.
User Fields	No	Custom user field values as a JSON object.

Zendesk User Get

Retrieves a user by ID.

Input	Required	Description
User ID	Yes	The unique identifier of the user to retrieve.

Zendesk User Get All

Lists users.

Input	Required	Description
Limit	No	Maximum number of users to return, from 1 to 1000. Defaults to 100.
Role	No	Filter users by role, one of end-user, agent, or admin.

Zendesk User Search

Searches for users.

Input	Required	Description
Query	Yes	The search query.
Limit	No	Maximum number of users to return, from 1 to 1000. Defaults to 100.

Zendesk User Delete

Deletes a user.

Input	Required	Description
User ID	Yes	The unique identifier of the user to delete.

Zendesk User Get Related Data

Retrieves data related to a user, such as their tickets and organizations.

Input	Required	Description
User ID	Yes	The unique identifier of the user to read related data for.

Organization

Zendesk Organization Create

Creates a new organization.

Input	Required	Description
Name	Yes	The organization’s name.
Domain Names	No	Email domains for the organization, entered as a comma separated list.
Details	No	Additional details about the organization.
Notes	No	Notes about the organization.
External ID	No	An identifier for the organization in an external system.
Tags	No	Tags to apply, entered as a comma separated list.
Organization Fields	No	Custom organization field values as a JSON object.

Zendesk Organization Update

Updates an existing organization.

Input	Required	Description
Organization ID	Yes	The unique identifier of the organization to update.
Name	No	The organization’s name.
Domain Names	No	Email domains for the organization, entered as a comma separated list.
Details	No	Additional details about the organization.
Notes	No	Notes about the organization.
Tags	No	Tags to apply, entered as a comma separated list.
Organization Fields	No	Custom organization field values as a JSON object.

Zendesk Organization Get

Retrieves an organization by ID.

Input	Required	Description
Organization ID	Yes	The unique identifier of the organization to retrieve.

Zendesk Organization Get All

Lists organizations.

Input	Required	Description
Limit	No	Maximum number of organizations to return, from 1 to 1000. Defaults to 100.

Zendesk Organization Delete

Deletes an organization.

Input	Required	Description
Organization ID	Yes	The unique identifier of the organization to delete.

Zendesk Organization Count

Returns the total number of organizations.

This action takes no inputs beyond the credential.

Zendesk Organization Get Related Data

Retrieves data related to an organization, such as its users and tickets.

Input	Required	Description
Organization ID	Yes	The unique identifier of the organization to read related data for.

Ticket field

Zendesk Ticket Field Get

Retrieves a ticket field by ID.

Input	Required	Description
Field ID	Yes	The unique identifier of the ticket field to retrieve.

Zendesk Ticket Field Get All

Lists ticket fields.

This action takes no inputs beyond the credential.

Example

An agent that opens a ticket for an inbound support request:

1. Find the requester

   A Zendesk User Search action sets Query to the requester’s email so a model step can confirm whether the user already exists.

2. Create the ticket

   A Zendesk Ticket Create action sets Subject and Description from the request, sets Priority, and maps Requester Email to the matched user.

3. Confirm

   A model step summarizes the ticket result, including the returned ticket ID, for the activity log.

Troubleshooting

Authentication failed

Confirm the Subdomain and the authentication email are correct, and that the stored API token belongs to that account and has not been revoked. The authentication email must match the user who owns the token.

Record not found

The Ticket ID, User ID, or Organization ID you passed does not exist in this Zendesk account. Use a Get All or Search action to confirm the ID before referencing it.

Invalid field or value

Status, Priority, and Type accept only their listed values. Custom Fields, Organization Fields, and User Fields must be a valid JSON object whose keys match fields defined in your account.

Cannot recover the ticket

Zendesk Ticket Recover only works on a ticket that was soft deleted and not yet permanently removed. A permanently deleted ticket cannot be recovered.

For issues common to every vendor, see the Actions overview.