Zendesk Support Toolkit

The Zendesk Support Toolkit is a workflow node. Its tools include List Tickets, Get Ticket, Create Ticket, Update Ticket, plus 7 more listed below. Create a connection before you use any of these tools. Type @ in a field when the value should come from an earlier step.

Authentication

Create a Zendesk connection before you use any of these tools.

Create an API token in Zendesk

1. In Zendesk Admin Center, open Apps and integrations, then APIs, then Zendesk API.
2. Add an API token and copy it.
3. Note the subdomain in your Zendesk URL. For company.zendesk.com, the subdomain is company.
4. Use the email address of the Zendesk user who owns the token.

Connect the token in EKB

1. On the first Zendesk Support node, open Connection.
2. Click + New.
3. Enter a Connection Name.
4. Enter the Subdomain and Email Address.
5. Paste the API Token.
6. Select the new connection in Select saved connection.

Enter token manually saves the same credentials on that node instead of a saved connection.

Tools

List Tickets

List tickets, with optional sorting and paging.

Field	Required	Description
Per Page	No	Results per page (max 100). Type @ to select a variable.
Page	No	Page number. Type @ to select a variable.
Sort By	No	One of: created_at, updated_at. Field to sort by. Type @ to select a variable.
Sort Order	No	One of: asc, desc. Sort direction. Type @ to select a variable.

Get Ticket

Get one ticket by ID.

Field	Required	Description
Ticket ID	Yes	The Zendesk ticket ID. Type @ to select a variable.

Create Ticket

Create a ticket with a subject, comment, and optional requester, priority, and assignment.

Field	Required	Description
Subject	Yes	Ticket subject / title. Type @ to select a variable.
Comment Body	Yes	The initial comment / description body. Type @ to select a variable.
Requester Email	No	Requester email address (creates/matches user). Type @ to select a variable.
Requester Name	No	Requester name (used with email). Type @ to select a variable.
Requester ID	No	Existing user ID of the requester. Type @ to select a variable.
Priority	No	One of: low, normal, high, urgent. Ticket priority. Type @ to select a variable.
Status	No	One of: new, open, pending, hold, solved, closed. Ticket status. Type @ to select a variable.
Type	No	One of: question, incident, problem, task. Ticket type. Type @ to select a variable.
Group ID	No	ID of the support group to assign the ticket to. Type @ to select a variable.
Assignee ID	No	ID of the agent to assign the ticket to. Type @ to select a variable.
Tags	No	Comma-separated tags. Type @ to select a variable.

Update Ticket

Update a ticket's subject, status, priority, assignment, or tags, and optionally add a comment.

Field	Required	Description
Ticket ID	Yes	The Zendesk ticket ID to update. Type @ to select a variable.
Subject	No	New subject. Type @ to select a variable.
Comment Body	No	Optional comment text to add in this update. Type @ to select a variable.
Comment Public	No	Whether the added comment is public (True) or private note (False). Type @ to select a variable.
Status	No	One of: new, open, pending, hold, solved, closed. New ticket status. Type @ to select a variable.
Priority	No	One of: low, normal, high, urgent. New ticket priority. Type @ to select a variable.
Type	No	One of: question, incident, problem, task. New ticket type. Type @ to select a variable.
Group ID	No	Assign group ID. Type @ to select a variable.
Assignee ID	No	Assign agent ID. Type @ to select a variable.
Tags	No	Comma-separated tags (appends/replaces depending on platform). Type @ to select a variable.

Get Ticket Comments

List comments on a ticket.

Field	Required	Description
Ticket ID	Yes	Ticket ID to get comments for. Type @ to select a variable.

Add Ticket Comment

Add a public reply or a private note to a ticket.

Field	Required	Description
Ticket ID	Yes	Ticket ID to comment on. Type @ to select a variable.
Body	Yes	The comment text. Type @ to select a variable.
Public	No	True for public reply, False for private internal note. Type @ to select a variable.

List Groups

List support groups.

List Users

List users, optionally filtered by role.

Field	Required	Description
Role	No	One of: end-user, agent, admin. Filter by user role. Type @ to select a variable.
Per Page	No	Results per page (max 100). Type @ to select a variable.
Page	No	Page number. Type @ to select a variable.

Get User

Get one user by ID.

Field	Required	Description
User ID	Yes	The Zendesk user ID. Type @ to select a variable.

Search Tickets

Search tickets with a Zendesk search query.

Field	Required	Description
Query	Yes	Zendesk search query. Type @ to select a variable.
Per Page	No	Results per page (max 100). Type @ to select a variable.
Page	No	Page number. Type @ to select a variable.

Custom API Call

Call a Zendesk API path that is not covered by another tool.

Field	Required	Description
Method	Yes	One of: GET, POST, PUT, DELETE, PATCH. HTTP method (GET, POST, PUT, DELETE). Type @ to select a variable.
Path	Yes	API path. A leading slash is optional. Type @ to select a variable.
Body	No	JSON body string (for POST/PUT/PATCH). Type @ to select a variable.
Query Params	No	Query parameters as JSON string (e.g. '("per_page": 10)'). Type @ to select a variable.

Related

See all integrations on the toolkits overview.