Use Zendesk with Automation

You can connect your Zendesk account to automate common tasks when creating and managing a support request.

はじめる前に

Before using the Zendesk actions, you will need to create a Zendesk connection with token-based authentication.

Zendesk supports token-based access and bearer-style token usage across its APIs. For these actions the connection model uses a Zendesk API token based setup.

More about OAuth token management for Zendesk

For these automation actions, you will need to provide the following fields when first establishing the connection:

This connection model keeps the configuration simple and aligns with the documented Zendesk action design for IAS. All action paths are relative to the configured API base URL.

Automation actions for Zendesk

The initial Zendesk spoke focuses on four key actions for support automation:

1. Create tickets

2. Retrieve ticket details

3. List ticket comments

4. Fetch support articles

These actions cover the common workflow of opening a support request, checking its state, retrieving conversation history, and enriching automations with support content.

Create Zendesk ticket

Use this action to create a new support ticket in Zendesk.

The result can then be used later in the rule for follow-up steps such as notifications, enrichment, or ticket tracking. Keep the initial form simple. If optional fields are not provided, they should be omitted from the request body instead of being sent as null values.

Add the following fields for this action:

• Subject (required): short summary for the new ticket. Use a clear title that explains the issue, request, or incident.

• Comment body (required): initial ticket description that becomes the first comment on the ticket. Include the core context the support team needs to start triage.

• Priority (optional): ticket priority. Common values include low, normal, high, and urgent.

• Type (optional): ticket type such as question, incident, problem, or task.

Get Zendesk ticket

You can use this action to fetch a Zendesk ticket by numeric ticket ID.

The result can then be used later in the rule to inspect ticket status, ownership, requester details, and other core metadata. This action is useful when a workflow already has a ticket ID and needs to read the current state of the ticket before taking the next step.

Add the following fields for this action:

• Ticket ID (required): numeric Zendesk ticket ID. For example, 12345.

List Zendesk ticket comments

You can use this action to list comments for a Zendesk ticket.

The result can then be used later in the rule to retrieve the conversation thread, audit ticket activity, or feed ticket history into summarization and triage workflows.

Add the following fields for this action:

• Ticket ID (required): numeric Zendesk ticket ID whose comments should be listed.

This action pairs naturally with Get Zendesk ticket when a workflow needs both the ticket summary and the detailed discussion history.

Get Zendesk Help Center article

You can use this action to fetch a Zendesk Help Center article by article ID.

This action is useful for retrieving article title and body content so automations can surface guidance, link documentation, or include support content in downstream steps.

Add the following fields for this action:

• Article ID (required): numeric Help Center article ID.