Zendesk

Connect AI agents to Zendesk. Agents create, update, search, and comment on tickets, manage end users and organizations, look up agents and groups, and react to tickets being created or updated in real time.

1 trigger 16 actions available

On Ticket Event fires when a ticket is created or updated

Agent reads the ticket with Get Ticket and List Ticket Comments

Agent checks priority, group, and tags against the routing rules

Agent sets assignee and status with Update Ticket

On-call channel gets a message with the subject, requester, and link

A lead approves any bulk reassignment across the triaged batch

What This Integration Enables

An agent can create tickets from other systems with the right priority, assignee, group, tags, and custom fields, get and list tickets, update them, add public comments or internal notes, delete tickets, and search with Zendesk's query syntax. It also lists a ticket's comments in order, so the agent has the full conversation before it acts. On the customer side, the agent creates and updates end users and organizations, searches users by attributes like email, and lists agents to route work to the right owner. The On Ticket Event trigger fires in real time on ticket creation and updates, delivered via a Zendesk webhook plus a business-rule trigger that the extension provisions and removes automatically. This is the surface that lets an agent triage on arrival, escalate urgent tickets before they age against the SLA, and keep customer records in sync, while a person still signs off on the changes that move many tickets at once.

Without FlowRunner

Tickets triaged one by one Every new ticket waits for an agent to open it and set priority

Escalations lag the SLA Urgent tickets sit in the queue before anyone routes them

Bulk moves are risky A mass reassignment happens with no second set of eyes

With FlowRunner

Tickets triaged on arrival On Ticket Event routes each ticket the moment it lands

Escalations fire in real time The agent alerts the on-call channel as soon as an urgent ticket appears

Bulk moves are reviewed A lead approves any batch reassignment before it applies

Use Case Scenarios

Triage On Arrival

When On Ticket Event fires for a new ticket, the agent calls Get Ticket to read it, checks the priority and subject against the routing rules, and sets the assignee and group with Update Ticket. The ticket reaches the right team already prioritized, so agents spend their time answering instead of sorting the queue.

Escalate Urgent Tickets in Real Time

For a ticket that comes in at urgent priority, the agent posts to the on-call channel with [Slack](/integrations/slack) Send Message To Channel, attaching the subject, requester, and a link, so the response starts before the ticket ages. A parallel flow logs the ticket into a reporting sheet for trend analysis.

Open Tickets From Other Systems

The agent uses Search Users to find a customer by email, then calls Create Ticket to open a support request from a form or e-commerce order with the right fields set, and confirms back to the customer through email. Support has a ticket with full context before the customer follows up.

Human-in-Loop Highlight

A single ticket update is low stakes and the agent handles it. A bulk reassignment across a triaged batch is not, because moving dozens of tickets to a new owner or status at once can miss an SLA, orphan a conversation, or bury an escalation. So when a flow would reassign or mass-update more than a handful of tickets, the agent stops. It routes the proposed change to a support lead as a [human-in-the-loop](/concepts/human-in-the-loop/) step, showing the ticket count, the current and target assignee, the status change, and a sample of the affected subjects, and asks: "Reassign these 34 open tickets from the Tier 1 group to Tier 2 and set them to pending, or hold?" On approval the agent applies each change with Update Ticket. On hold, nothing moves. The AI triages every ticket as it arrives; the move that touches a whole batch at once gets a person.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

16 actions

Tickets

Create Ticket Opens a ticket with the requester, priority, assignee, group, tags, and custom fields set, so a ticket from a form, chat, or order lands with the right routing.
Get Ticket Retrieves a single ticket by ID, including subject, status, priority, requester, assignment, tags, and custom fields.
List Tickets Lists tickets in the account with paging, for sweeps and reporting flows.
Update Ticket Updates a ticket's status, assignee, group, priority, tags, or custom fields, changing only the fields you set.
Add Comment To Ticket Adds a public reply visible to the requester or an internal note visible only to agents.
Delete Ticket Deletes a ticket by ID.
Search Tickets Searches tickets with Zendesk's query syntax to find records on arbitrary criteria for triage and reporting.
List Ticket Comments Lists all comments on a ticket in chronological order, including each comment's author, body, public or private flag, and attachments.

Users

Create User Creates an end user record with name, email, and profile fields.
Get User Retrieves a single user by ID, including contact and role details.
Search Users Searches users by attributes such as email to find a customer before opening or routing a ticket.
Update User Updates an end user's profile fields, changing only the fields you set.
List Agents Lists agents in the account so a flow can route work to the right owner.

Organizations

Create Organization Creates an organization record to group customers by company.
List Organizations Lists organizations in the account with paging.
Get Organization Retrieves a single organization by ID, including its name and domain associations.

Triggers

1 triggers

Event Triggers

On Ticket Event Fires in real time when a ticket is created or updated, delivered via a Zendesk webhook plus a business-rule trigger that the extension provisions and removes automatically. Starts triage, escalation, and reporting flows the moment a ticket changes.

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