# Zendesk URL: /reference/blocks/zendesk Type: reference Description: Work with Zendesk tickets, users, organizations, macros, custom objects, and conversations Keywords: zendesk, integrations, block, workflow builder `zendesk` — Work with Zendesk tickets, users, organizations, macros, custom objects, and conversations. Where it appears [#where-it-appears] The **Zendesk** block lives in the **Integrations** group of the Workflow Builder. Connect the Zendesk integration before adding it. Fields [#fields] | Field | Type | Required | Default | Description | | ----------------- | -------------------------------------- | -------- | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | `resource` | select | Yes | `ticket` | Which Zendesk resource to work with. Options: `ticket`, `comment`, `user`, `organization`, `group`, `agent`, `tag`, `macro`, `custom-object`, `custom-object-record`, `conversation`. | | `operation` | select | Yes | — | Which action to perform on the selected resource. | | `ticketId` | text (supports references) | Yes | — | Numeric Zendesk ticket ID. Use a literal number or \ to reference an ID from a previous step. | | `limit` | number | No | `50` | Maximum number of comments to return, most recent first. Defaults to 50. | | `subject` | text (supports references) | Yes | — | Subject line for the new Zendesk ticket. Use literal text or \ to reference a value from a previous step. | | `description` | text (multi-line, supports references) | Yes | — | Body of the new ticket, used as the first comment. Use literal text or \ to reference a value from a previous step. | | `actions` | actions | No | — | Optional ticket fields to set when creating the ticket. Each action sets one property; requester, priority, type, and tags can each be added once. | | `addComment` | text (multi-line, supports references) | No | — | Markdown is rendered to Zendesk HTML: **bold**, lists (`- `), blockquotes (`> `), links (`[label](url)`). Single newlines preserved. | | `isPublic` | select | No | `true` | Whether the closing message is posted as a public reply visible to the customer or as an internal note visible to agents only. Options: `true`, `false`. | | `priority` | select | Yes | — | Priority level to apply. Urgent triggers SLA breach notifications; use it for customer-impacting issues requiring immediate attention. Options: `low`, `normal`, `high`, `urgent`. | | `ticketType` | select | Yes | — | Zendesk ticket type to apply. Incidents can be linked to a Problem; question and task are standalone classifications. Options: `problem`, `incident`, `question`, `task`. | | `query` | text (supports references) | Yes | — | Zendesk search query using the Search API syntax (e.g. `status:open assignee:me`). Use literal text or \ to inject a value from a previous step. | | `sortBy` | select | No | — | Field used to sort the matching tickets. Options: `created_at`, `updated_at`, `priority`, `status`. | | `sortOrder` | select | No | — | Direction to sort results: ascending or descending by the selected sort field. Options: `asc`, `desc`. | | `assigneeId` | text (supports references) | No | — | Numeric Zendesk user ID of the agent to assign the ticket to. Use a literal ID or \ from a previous step. | | `groupId` | text (supports references) | No | — | Numeric Zendesk group ID to route the ticket to. Use a literal ID or \ from a previous step. | | `comment` | text (multi-line, supports references) | Yes | — | Markdown is rendered to Zendesk HTML: **bold**, lists (`- `), blockquotes (`> `), links (`[label](url)`). Single newlines preserved as line breaks. Avoid `#` headers — use **bold** instead. | | `public` | select | No | `true` | Whether the comment is sent as a public reply visible to the customer or as an internal note visible to agents only. Options: `true`, `false`. | | `authorId` | select | No | — | Pick a Zendesk agent/admin, choose Current User (assist workflows only), or reference an upstream variable. Leave blank to inherit the brand or organization default. | | `userId` | text (supports references) | Yes | — | Numeric Zendesk user ID to fetch. Use a literal number or \ to reference an ID from a previous step (e.g. a ticket's requester\_id). | | `name` | text (supports references) | Yes | — | Display name for the new Zendesk user. Use literal text or \ to reference a value from a previous step. | | `email` | text (supports references) | Yes | — | Primary email address for the new user; used as the identity for matching. Accepts literal text or \. | | `phone` | text (supports references) | No | — | Optional phone number to attach to the user. Accepts literal text or \. | | `role` | select | No | — | Zendesk role for the new user. End users are customers; agents and admins are staff with access to the agent interface. Options: `end-user`, `agent`, `admin`. | | `tags` | text (supports references) | No | — | Optional comma-separated tags to apply to the new user. Accepts literal text or \. | | `organizationId` | text (supports references) | Yes | — | Numeric Zendesk organization ID to fetch. Use a literal number or \ to reference an ID from a previous step (e.g. a user's organization\_id). | | `macroId` | text (supports references) | Yes | — | Numeric Zendesk macro ID whose actions should be applied to the ticket. Use a literal ID or \. | | `customObjectKey` | text (supports references) | Yes | — | The key of the Zendesk custom object type to read from (e.g. `home_delivery_order`). Accepts literal text or \. | | `recordId` | text (supports references) | Yes | — | ID of the custom object record to fetch. Use a literal ID or \ to reference an ID from a previous step. | | `sort` | text (supports references) | No | — | Optional sort field; prefix with `-` for descending order (e.g. `-updated_at`). Accepts literal text or \. | | `pageSize` | text (supports references) | No | — | Optional number of records to return per page. Accepts a literal number or \. | | `externalId` | text (supports references) | No | — | Optional external identifier to associate with the record for cross-system matching. Accepts literal text or \. | | `customFields` | code | No | — | JSON object of custom object field keys to values for the new record (e.g. `{ "field_key": "value" }`). | | `fieldId` | text (supports references) | Yes | — | Numeric ID of the lookup-relationship ticket field to set. Use a literal ID or \. | | `lookupValue` | text (supports references) | Yes | — | Identifies the custom object record to link: a record ID, or `name:VALUE` / `external_id:VALUE` to match by name or external ID. Accepts literal text or \. | | `conversationId` | text (supports references) | Yes | — | Sunshine Conversations conversation ID to post the message to. Use a literal ID or \ from a previous step. | | `text` | text (multi-line, supports references) | Yes | — | Business-authored message text delivered to the customer on the messaging channel. Use literal text or \ to reference upstream content. | | `metadata` | code | No | — | Optional metadata to attach to the passControl event. | Inputs and outputs [#inputs-and-outputs] Inputs are the configurable fields above. The block produces these outputs: **Outputs** Reference an output downstream with ``. | Name | Type | Description | | --------------- | ------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `success` | boolean | Success status | | `ticket` | json | Zendesk ticket object (object — fields: `id`, `subject`, `description`, `status`, `priority`, `type`, `tags`, `requester_id`, `assignee_id`, `group_id`, `custom_fields`, `created_at`, `updated_at`) | | `error` | string | Error message if failed | | `context` | json | Complete ticket context (object — fields: `ticket`, `conversation`, `customer`, `assignee`, `organization`) | | `comments` | array | Comments array | | `count` | number | Number of comments | | `tickets` | array | Array of matching tickets | | `user` | json | User object | | `organization` | json | Organization object | | `groups` | array | Array of groups | | `agents` | array | Array of agents | | `macros` | array | Array of macros | | `customObjects` | array | List of custom object definitions | | `record` | json | Custom object record (object — fields: `id`, `name`, `external_id`, `custom_object_key`, `custom_object_fields`, `created_at`, `updated_at`) | | `records` | array | Matching custom object records | | `message` | json | Posted message object returned by the API | | `conversation` | json | Conversation object (object — fields: `id`, `type`, `activeSwitchboardIntegration`) | Example [#example] A minimal configuration for this block: ```json { "type": "zendesk", "config": { "resource": "ticket", "operation": "...", "ticketId": "", "limit": 50, "subject": "", "description": "", "isPublic": "true", "priority": "low", "ticketType": "problem", "query": "", "comment": "", "public": "true", "userId": "", "name": "", "email": "", "organizationId": "", "macroId": "", "customObjectKey": "", "recordId": "", "fieldId": "", "lookupValue": "", "conversationId": "", "text": "" } } ``` Limits and failure modes [#limits-and-failure-modes] * Requires a connected Zendesk integration. Calls fail if that integration is disconnected or its authorization has expired. * Required fields (`resource`, `operation`, `ticketId`, `subject`, `description`, `priority`, `ticketType`, `query`, `comment`, `userId`, `name`, `email`, `organizationId`, `macroId`, `customObjectKey`, `recordId`, `fieldId`, `lookupValue`, `conversationId`, `text`) must be set, or the block fails validation before it runs. * On failure the `error` output is populated; downstream blocks that reference other outputs may not receive values. Related [#related] * [All workflow blocks](/reference/blocks) * [Workflow Builder overview](/workflow-builder-overview) * [Integrations](/integrations)