Zendesk

Zendesk Connection

Put Zendesk to Work with @Human Automations and @Human Agents

The Zendesk Connection documents all Triggers, Actions and Query Operations available for creating automations via the Zendesk API.

What can you do with the Zendesk Connection?

• Connect to the Zendesk API in a few clicks

• Use the related Zendesk Operations (see below) in @Human Automations or @Human Agents

Related Operations

Trigger Operations

Ticket Created

Triggers on: tickets/created

Triggered when a new support ticket is created in Zendesk.

Ticket Updated

Triggers on: tickets/updated

Triggered when an existing support ticket is updated in Zendesk.

User Created

Triggers on: users/created

Triggered when a new user is created in Zendesk.

Action Operations

Action: Create Ticket

Action: Update Ticket

Query Operations

Example link

Related Automations

Example link

Obtaining Access Credentials

To obtain a Personal Access Token (PAT) for Zendesk (system-to-system access), follow these steps:

Prerequisites

• Admin access to the Zendesk account (or a role with API token permissions).

• Zendesk subdomain (e.g., yourcompany.zendesk.com).

Steps to Generate a PAT in Zendesk

1. Log in to your Zendesk account with admin privileges. → Go to: https://[your_subdomain].zendesk.com

2. Navigate to Admin Center:

   • Click the Admin icon (⚙️) in the sidebar.

   • Select Apps and Integrations > Zendesk API.

3. Generate a New Token:

   • Under the APIs section, click on the API Tokens.

   • Click on the Get Started button.

   • Click on the Add API Token button.

4. Configure the Token:

   • Description: Enter a name (e.g., "System Integration PAT").

   • Click Save.

5. Copy the Token:

   • The token will be displayed once. Copy it immediately.

   • Store it securely (e.g., password manager, secrets vault).

Configuring Webhooks

1. Log in to the Zendesk Admin Center.

2. Navigate to Webhooks:

   • In the sidebar, select Apps and integrations.

   • Click Webhooks > Webhooks.

3. Create Webhook:

   • Click Create webhook.

   • Select a Connection method (e.g., "Trigger or automation" or "Zendesk events").

4. Configure Details:

   • Name: Enter a descriptive name for the webhook.

   • Endpoint URL: Provide the destination URL.

   • Request method: Select the HTTP method (e.g., POST).

   • Request format: Choose the payload format (e.g., JSON).

   • Authentication: Select the authentication type and enter the required credentials.

5. Finalize:

   • Click Next or Create.

   • Review and click Finish setup.

6. Activate via Triggers (if applicable):

   • Go to Objects and rules > Business rules > Triggers.

   • Add or edit a trigger.

   • Under Actions, select Notify active webhook and choose the created webhook.

   • Define the payload and click Save.

Code (Apache v2.0): Service Connectivity and Metadata

{
  "handle": "zendesk-rest-api-v2",
  "status": "active",
  "meta": {
    "short": "Zendesk REST API",
    "description": "Connect to Zendesk's REST API to manage tickets, users, and other resources.",
    "icon": "zendesk",
    "tags": ["support", "ticketing", "crm"]
  },
  "service": {
    "baseURL": {
      "value": "https://{{subdomain}}.zendesk.com/api/v2"
    },
    "protocol": "https",
    "contentType": "application/json",
    "headers": {
      "Accept": {
        "value": "application/json"
      }
    },
    "auth": {
      "method": "basic",
      "params": {
        "basic": {
          "username": {
            "value": "{{email}}/token",
            "placeholders": [
              {
                "name": "email",
                "type": "String",
                "description": "Zendesk account email",
                "required": true
              }
            ]
          },
          "password": {
            "value": "{{apiToken}}",
            "placeholders": [
              {
                "name": "apiToken",
                "type": "String",
                "description": "Zendesk API token",
                "required": true
              }
            ]
          }
        }
      }
    }
  }
}

Code (Apache v2.0): List of External Resources and Internal Mapping

[
  {
    "handle": "tickets",
    "meta": {
      "short": "Tickets",
      "description": "Manage Zendesk support tickets"
    },
    "endpoint": {
      "value": "/api/v2/tickets",
      "placeholders": []
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": ["id"],
        "meta": {}
      },
      {
        "name": "subject",
        "type": "String",
        "selector": ["subject"],
        "meta": {}
      },
      {
        "name": "description",
        "type": "String",
        "selector": ["description"],
        "meta": {}
      },
      {
        "name": "status",
        "type": "String",
        "selector": ["status"],
        "meta": {}
      },
      {
        "name": "priority",
        "type": "String",
        "selector": ["priority"],
        "meta": {}
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": "",
          "placeholders": []
        },
        "headers": {},
        "queryParams": {},
        "bodyTemplate": null
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Ticket ID",
              "required": true
            }
          ]
        },
        "headers": {},
        "queryParams": {},
        "bodyTemplate": null
      },
      "create": {
        "method": "POST",
        "path": {
          "value": "",
          "placeholders": []
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "queryParams": {},
        "bodyTemplate": {
          "value": "{\"ticket\": {\"subject\": \"{{subject}}\", \"description\": \"{{description}}\"}}",
          "placeholders": [
            {
              "name": "subject",
              "type": "String",
              "description": "Ticket subject",
              "required": true
            },
            {
              "name": "description",
              "type": "String",
              "description": "Ticket description",
              "required": true
            }
          ]
        }
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Ticket ID",
              "required": true
            }
          ]
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "queryParams": {},
        "bodyTemplate": {
          "value": "{\"ticket\": {\"subject\": \"{{subject}}\", \"description\": \"{{description}}\", \"status\": \"{{status}}\"}}",
          "placeholders": [
            {
              "name": "subject",
              "type": "String",
              "description": "Ticket subject",
              "required": false
            },
            {
              "name": "description",
              "type": "String",
              "description": "Ticket description",
              "required": false
            },
            {
              "name": "status",
              "type": "String",
              "description": "Ticket status",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Ticket ID",
              "required": true
            }
          ]
        },
        "headers": {},
        "queryParams": {},
        "bodyTemplate": null
      }
    },
    "webhooks": [
      {
        "event": "created",
        "path": "/webhooks/zendesk/tickets/created",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": ["ticket", "id"],
            "meta": {}
          },
          {
            "name": "subject",
            "type": "String",
            "selector": ["ticket", "subject"],
            "meta": {}
          }
        ]
      },
      {
        "event": "updated",
        "path": "/webhooks/zendesk/tickets/updated",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": ["ticket", "id"],
            "meta": {}
          },
          {
            "name": "status",
            "type": "String",
            "selector": ["ticket", "status"],
            "meta": {}
          }
        ]
      }
    ]
  },
  {
    "handle": "users",
    "meta": {
      "short": "Users",
      "description": "Manage Zendesk users"
    },
    "endpoint": {
      "value": "/api/v2/users",
      "placeholders": []
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": ["id"],
        "meta": {}
      },
      {
        "name": "name",
        "type": "String",
        "selector": ["name"],
        "meta": {}
      },
      {
        "name": "email",
        "type": "String",
        "selector": ["email"],
        "meta": {}
      },
      {
        "name": "role",
        "type": "String",
        "selector": ["role"],
        "meta": {}
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": "",
          "placeholders": []
        },
        "headers": {},
        "queryParams": {},
        "bodyTemplate": null
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "User ID",
              "required": true
            }
          ]
        },
        "headers": {},
        "queryParams": {},
        "bodyTemplate": null
      },
      "create": {
        "method": "POST",
        "path": {
          "value": "",
          "placeholders": []
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "queryParams": {},
        "bodyTemplate": {
          "value": "{\"user\": {\"name\": \"{{name}}\", \"email\": \"{{email}}\"}}",
          "placeholders": [
            {
              "name": "name",
              "type": "String",
              "description": "User name",
              "required": true
            },
            {
              "name": "email",
              "type": "String",
              "description": "User email",
              "required": true
            }
          ]
        }
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "User ID",
              "required": true
            }
          ]
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "queryParams": {},
        "bodyTemplate": {
          "value": "{\"user\": {\"name\": \"{{name}}\", \"email\": \"{{email}}\"}}",
          "placeholders": [
            {
              "name": "name",
              "type": "String",
              "description": "User name",
              "required": false
            },
            {
              "name": "email",
              "type": "String",
              "description": "User email",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "User ID",
              "required": true
            }
          ]
        },
        "headers": {},
        "queryParams": {},
        "bodyTemplate": null
      }
    },
    "webhooks": [
      {
        "event": "created",
        "path": "/webhooks/zendesk/users/created",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": ["user", "id"],
            "meta": {}
          },
          {
            "name": "email",
            "type": "String",
            "selector": ["user", "email"],
            "meta": {}
          }
        ]
      }
    ]
  }
]