Zendesk

Authentication Type: API Key
Description: Create and update Zendesk tickets via API.

Tickets

Operations for creating and updating Zendesk tickets.

Create Tickets

Create one or more Zendesk tickets with custom fields, tags, and requester info.

Operation Type: Mutation (Write)

Parameters:

• tickets array of objects (required): List of tickets to create
  • priority string (required): Ticket priority (e.g., "high")
  • subject string (required): Ticket subject/title
  • body string (required): Ticket body/description
  • custom_fields array of objects (required): Custom fields for the ticket as key-value pairs
    • key string: Field name
    • value string: Value for the field (primitive, array, or flat object)
  • tags array of strings (required): Tags to associate with the ticket
  • public boolean (required): Whether the initial comment is public
  • requester object (required): Requester details
    • name string: Name of the requester
    • email string: Email address of the requester

Returns:

• Empty object on success (job created)

Example Usage:

{
  "tickets": [
    {
      "priority": "high",
      "subject": "Website login issues affecting multiple users",
      "body": "Multiple customers are reporting inability to log into their accounts. The issue appears to be widespread and started approximately 2 hours ago. Users receive 'Invalid credentials' error even with correct login information.",
      "custom_fields": [
        {
          "key": "issue_type",
          "value": "technical"
        },
        {
          "key": "affected_users",
          "value": "25+"
        },
        {
          "key": "severity_level",
          "value": "critical"
        }
      ],
      "tags": ["login", "authentication", "website", "urgent"],
      "public": true,
      "requester": {
        "name": "Sarah Johnson",
        "email": "sarah.johnson@example.com"
      }
    },
    {
      "priority": "normal",
      "subject": "Request for new feature: Dark mode toggle",
      "body": "Several customers have requested a dark mode option for better accessibility and reduced eye strain during nighttime usage. This would be a valuable addition to improve user experience.",
      "custom_fields": [
        {
          "key": "issue_type",
          "value": "feature_request"
        },
        {
          "key": "department",
          "value": "product"
        }
      ],
      "tags": ["feature_request", "accessibility", "ui"],
      "public": false,
      "requester": {
        "name": "Mike Chen",
        "email": "mike.chen@example.com"
      }
    }
  ]
}

Update Tickets

Update one or more Zendesk tickets, including attributes, tags, and comments.

Operation Type: Mutation (Write)

Parameters:

• tickets array of objects (required): List of tickets to update
  • ticketId string (required): ID of the ticket to update
  • attributes array of objects (required): Attributes to update on the ticket as key-value pairs
    • key string: Field name
    • value string: Value for the field (primitive, array, or flat object)
  • additionalTags array of strings (nullable): Additional tags to add to the ticket
  • comment object (nullable): Optional comment to add
    • body string: Comment body
    • public boolean: Whether the comment is public

Returns:

• Empty object on success (job created)

Example Usage:

{
  "tickets": [
    {
      "ticketId": "12345",
      "attributes": [
        {
          "key": "status",
          "value": "solved"
        },
        {
          "key": "priority",
          "value": "normal"
        }
      ],
      "additionalTags": ["resolved", "verified"],
      "comment": {
        "body": "Issue has been resolved. The authentication service has been restored and users can now log in successfully. We've implemented additional monitoring to prevent similar issues in the future.",
        "public": true
      }
    },
    {
      "ticketId": "67890",
      "attributes": [
        {
          "key": "assignee_id",
          "value": "agent_456"
        },
        {
          "key": "status",
          "value": "open"
        }
      ],
      "additionalTags": ["assigned", "in_progress"],
      "comment": {
        "body": "Assigning this feature request to the product team for evaluation. We'll review the technical feasibility and user demand for dark mode implementation.",
        "public": false
      }
    }
  ]
}

Common Use Cases

Automated Issue Tracking:

• Create tickets automatically from system alerts, error logs, or monitoring tools for proactive support
• Generate tickets from customer feedback forms, surveys, or chat interactions for comprehensive issue tracking
• Bulk create tickets for known issues affecting multiple customers with consistent priority and categorization

Workflow Automation:

• Update ticket status and priority automatically based on resolution progress or escalation rules
• Add tags and comments to tickets as they move through different stages of the support workflow
• Assign tickets to appropriate agents or teams based on issue type, priority, or custom field values

Customer Communication Management:

• Create public tickets for transparent communication about widespread issues or service updates
• Update tickets with progress comments to keep customers informed throughout the resolution process
• Add internal comments and tags for agent collaboration while maintaining customer-facing updates

Integration and Data Synchronization:

• Sync support tickets with external systems like CRM platforms, project management tools, or billing systems
• Create tickets from third-party integrations such as error monitoring services, user feedback platforms, or IoT alerts
• Update ticket attributes and metadata to maintain consistency across different business systems and reporting tools