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Overview

What it does

Zendesk integration connects AI tools directly to your Zendesk account, enabling natural language interactions with tickets, users, organizations, and support workflows.Key Features:
  • Create and manage support tickets
  • Search and update ticket status
  • Manage users and organizations
  • Add comments and responses
  • Apply macros for workflow automation
  • Track ticket history and activity
  • Manage ticket assignees and groups
  • Handle custom fields and tags

Use Cases

Customer Support:
  • Automatically create tickets from customer inquiries
  • Update ticket status and priority
  • Add internal notes and public replies
  • Assign tickets to the right team members
Workflow Automation:
  • Apply macros for common responses
  • Escalate high-priority tickets
  • Auto-tag and categorize tickets
  • Generate support reports
Customer Management:
  • Create and update customer records
  • Manage organizations and relationships
  • Track customer interaction history
  • Sync customer data across systems

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Quick Start

1

Connect Your Zendesk Account

NimbleBrain Studio uses OAuth2 to securely connect to your Zendesk account.
  1. Navigate to Connections in the sidebar
  2. Click Browse Catalog
  3. Search for “Zendesk”
  4. Click Install
  5. Click Connect and authorize with your Zendesk account
  6. Grant the requested permissions for Zendesk access
OAuth2 provides secure, token-based authentication. You’ll need admin or agent permissions to authorize the integration.
2

Verify Connection

Once connected, test the integration:
"Show me all open tickets assigned to me"
Other test prompts:
  • “List all tickets created in the last 24 hours”
  • “Show me high-priority tickets”
  • “Get information about ticket #12345”

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Available Tools

The Zendesk connection provides comprehensive tools organized into the following categories:

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Ticket Management

Create, read, update, and manage support tickets.
ToolDescription
ZENDESK_CREATE_TICKETCreate a new support ticket with subject, description, priority, and assignee
ZENDESK_GET_TICKETRetrieve full ticket details including comments and history
ZENDESK_UPDATE_TICKETUpdate ticket status, priority, assignee, or custom fields
ZENDESK_DELETE_TICKETPermanently delete a ticket
ZENDESK_LIST_TICKETSList tickets with filtering by status, priority, assignee
ZENDESK_SEARCH_TICKETSSearch tickets using Zendesk query syntax
ZENDESK_GET_TICKET_COMMENTSGet all comments and replies on a ticket
ZENDESK_BULK_UPDATE_TICKETSUpdate multiple tickets at once
Example Usage:
"Create a ticket for customer John Doe about login issues with high priority"
Tickets can be created with custom fields, tags, and assigned to specific agents or groups.

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Comments & Responses

Add comments, notes, and responses to tickets.
ToolDescription
ZENDESK_ADD_COMMENTAdd public reply or internal note to a ticket
ZENDESK_LIST_COMMENTSGet all comments for a specific ticket
ZENDESK_UPDATE_COMMENTEdit an existing comment
Example Usage:
"Add an internal note to ticket #12345: 'Customer verified their identity via email'"
Comments can be public (visible to requester) or internal (agent-only notes). Specify the type when adding comments.

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User Management

Manage customer and agent user accounts.
ToolDescription
ZENDESK_CREATE_USERCreate a new user (customer or agent)
ZENDESK_GET_USERRetrieve user details by ID or email
ZENDESK_UPDATE_USERUpdate user information and properties
ZENDESK_DELETE_USERDeactivate or delete a user
ZENDESK_LIST_USERSList all users with filtering options
ZENDESK_SEARCH_USERSSearch users by name, email, or properties
ZENDESK_GET_CURRENT_USERGet authenticated user information
Example Usage:
"Find the user with email [email protected] and show their ticket history"

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Organization Management

Manage customer organizations and company accounts.
ToolDescription
ZENDESK_CREATE_ORGANIZATIONCreate a new organization
ZENDESK_GET_ORGANIZATIONGet organization details and members
ZENDESK_UPDATE_ORGANIZATIONUpdate organization information
ZENDESK_DELETE_ORGANIZATIONDelete an organization
ZENDESK_LIST_ORGANIZATIONSList all organizations
ZENDESK_SEARCH_ORGANIZATIONSSearch organizations by name or attributes
ZENDESK_ADD_USER_TO_ORGANIZATIONAdd a user to an organization
Example Usage:
"Create an organization called 'Acme Corporation' and add [email protected] as a member"
Organizations group users from the same company and can have shared SLA policies and custom fields.

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Macros

Apply macros for automated ticket workflows.
ToolDescription
ZENDESK_APPLY_MACROApply a macro to a ticket for batch updates
ZENDESK_LIST_MACROSGet all available macros
ZENDESK_GET_MACROGet macro details and actions
Example Usage:
"Apply the 'Password Reset Instructions' macro to ticket #12345"
Macros can automatically update multiple ticket fields, add comments, and trigger notifications in one action.

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Example Workflows

Scenario: Create and assign a support ticket from customer inquiryPrompt:
"Create a high-priority ticket for Sarah Johnson ([email protected]) about payment processing errors. Assign it to the billing team and add tag 'payment-issue'"
What happens:
  • Creates ticket with specified priority
  • Sets requester based on email
  • Assigns to billing team
  • Applies relevant tags for categorization

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Authentication

OAuth2 Authentication: This connection uses OAuth2 for secure authentication.

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How It Works

When you connect Zendesk in NimbleBrain Studio:
  1. You’ll be redirected to Zendesk’s authorization page
  2. Log in with your Zendesk account
  3. Review and grant permissions
  4. You’re automatically redirected back to Studio

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Required Permissions

The integration requests the following Zendesk permissions: Read Access:
  • View tickets and comments
  • Read user and organization information
  • Access macros and automation rules
  • View ticket fields and custom fields
Write Access:
  • Create and update tickets
  • Add comments and notes
  • Manage users and organizations
  • Apply macros and workflows
  • Update ticket status and assignments
You can manage connected apps in your Zendesk Admin Center under Apps and integrations → APIs → Zendesk API.

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Subdomain Configuration

During setup, you’ll need to specify your Zendesk subdomain (e.g., yourcompany.zendesk.com). Make sure to enter only the subdomain portion without the full URL.

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Rate Limits

Zendesk API enforces rate limits based on your plan:
Plan TypeRate Limit
Essential200 requests/minute
Team400 requests/minute
Professional700 requests/minute
Enterprise2,500 requests/minute
Additional Limits:
  • Search API: 20 requests/minute
  • Incremental exports: 10 requests/minute
  • Concurrent requests: 5 per account
Studio automatically handles rate limiting with exponential backoff for retries.

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Troubleshooting

Issue: OAuth authorization didn’t completeSolutions:
  • Verify your Zendesk subdomain is correct
  • Ensure you have agent or admin permissions
  • Try a different browser or incognito mode
  • Check popup blockers aren’t interfering
  • Verify your Zendesk account is active
Issue: Insufficient privileges errorSolutions:
  • Reconnect to grant additional permissions
  • Ensure you have agent or admin role
  • Check your role permissions in Zendesk Admin
  • Verify API access is enabled for your account
Issue: Cannot find specified ticketSolutions:
  • Verify the ticket ID is correct
  • Ticket may have been deleted or merged
  • Check if you have permission to view the ticket
  • Ensure the ticket is in your account
Issue: Cannot create new ticketSolutions:
  • Verify requester email is valid
  • Check required custom fields are provided
  • Ensure ticket type and priority are valid
  • Verify group or assignee exists
Issue: Too many requests errorSolutions:
  • Wait for rate limit to reset (1 minute)
  • Reduce frequency of requests
  • Consider upgrading your Zendesk plan
  • Studio automatically handles retries
Issue: Cannot find user or organizationSolutions:
  • Verify email address or ID is correct
  • User may have been deleted or suspended
  • Check spelling and formatting
  • Try searching by alternate fields

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Best Practices

Ticket Management

  • Use consistent priority levels
  • Apply tags for categorization
  • Keep ticket descriptions clear
  • Update status regularly
  • Use macros for common workflows

Customer Experience

  • Respond to tickets promptly
  • Use public vs. internal notes appropriately
  • Keep customers informed of progress
  • Personalize responses when possible
  • Follow up on resolved tickets

Security

  • Review connected apps regularly
  • Monitor API usage
  • Use minimal required permissions
  • Don’t share API tokens
  • Audit user access levels

Automation

  • Test macros before applying widely
  • Use bulk operations carefully
  • Validate data before updates
  • Handle errors gracefully
  • Monitor automation impact

Zendesk API Reference

Official Zendesk API documentation

Zendesk Help Center

Zendesk support and troubleshooting

Zendesk Admin Center

Manage your Zendesk account
Need help? Join the NimbleBrain Discord or email [email protected]