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Zendesk Actions

Create Zendesk Ticket

What it does: Creates a new Zendesk ticket. Use to log support requests from email, Slack, or forms.

Inputs

  • Subject (required) — Ticket subject line. Can include variables (e.g. [Automation] Request from #Trigger.email).
  • Description (required) — Ticket body/description. Can be plain text or HTML; can include variables.
  • Priority (optional) — Ticket priority (e.g. low, normal, high, urgent). Affects SLA and views.
  • Status (optional) — Initial status (e.g. new, open). Default is usually “new”.
  • Type (optional) — Ticket type (e.g. question, problem, task, incident) if your Zendesk uses types.
  • Requester email (optional) — Email of the requester. Creates or links to a requester in Zendesk. Can be from trigger (e.g. #Trigger.from).
  • Assignee (optional) — Zendesk user ID or email to assign the ticket to. Omit to leave unassigned.
  • Custom fields (optional) — Map of custom field ID or name → value. Use for tags, dropdowns, or internal fields.

Outputs

The new ticket’s ID, URL, and properties for use in “Update ticket”, notifications, or CRM sync.

Output schema

  • ticketId — Zendesk ticket ID.
  • url — URL to the ticket in Zendesk (e.g. https://yourdomain.zendesk.com/agent/tickets/12345 ).
  • status — Ticket status after create (e.g. new, open).
  • properties (optional) — Full ticket object (subject, description, priority, requester, assignee, custom fields, created_at, etc.) if exposed.

Update Zendesk Ticket

What it does: Updates an existing Zendesk ticket by ID. Use to change status, assignee, add a comment, or set custom fields.

Inputs

  • Ticket ID (required) — The Zendesk ticket ID to update (e.g. from trigger or Create step). Can be a variable.
  • Subject (optional) — New subject. Omit to leave unchanged.
  • Description (optional) — New description or additional comment (product may append vs replace). Omit to leave unchanged.
  • Priority (optional) — New priority. Omit to leave unchanged.
  • Status (optional) — New status (e.g. pending, solved, closed). Use for workflow state (e.g. “mark solved after reply”).
  • Assignee (optional) — New assignee (user ID or email). Omit to leave unchanged.
  • Custom fields (optional) — Custom field ID or name → new value. Only provided fields are updated.

Outputs

Updated ticket object or success so you can branch or log.

Output schema

  • ticketId — The updated ticket’s ID.
  • status — Current status after update.
  • updatedAt (optional) — Last update timestamp.
  • ticket (optional) — Full updated ticket object if exposed.

Find Zendesk Tickets

What it does: Searches for Zendesk tickets by query, status, priority, assignee, or other filters. Use to find “open” or “unassigned” tickets for routing or reporting.

Inputs

  • Query (optional) — Zendesk search query (e.g. “status:open type:problem”). Combines with filters if both are used.
  • Status (optional) — Filter by status (e.g. new, open, pending, solved, closed). Multi-select if supported.
  • Priority (optional) — Filter by priority (e.g. urgent, high).
  • Assignee (optional) — Filter by assignee (user ID or email). Use “unassigned” or empty to find unassigned tickets if supported.
  • Max results (optional) — Maximum number of tickets to return. Prevents large payloads.

Outputs

A list of matching tickets for use in iterators, conditions, or update steps.

Output schema

  • tickets (array) — Each item typically has id, subject, status, priority, requester, assignee, created_at, updated_at, description (or link to first comment). Use variable picker for exact paths (e.g. #StepName.tickets[0].id).
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Meeting & SupportAI Actions