Zendesk

Work with Zendesk tickets, users, organizations, macros, custom objects, and conversations

zendesk — Work with Zendesk tickets, users, organizations, macros, custom objects, and conversations.

Where it appears

The Zendesk block lives in the Integrations group of the Workflow Builder. Connect the Zendesk integration before adding it.

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 <StepName.field> 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 <StepName.field> 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 <StepName.field> 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 <StepName.field> 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 <StepName.field> from a previous step.
`groupId`	text (supports references)	No	—	Numeric Zendesk group ID to route the ticket to. Use a literal ID or <StepName.field> 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 <StepName.field> 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 <StepName.field> 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 <StepName.field>.
`phone`	text (supports references)	No	—	Optional phone number to attach to the user. Accepts literal text or <StepName.field>.
`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 <StepName.field>.
`organizationId`	text (supports references)	Yes	—	Numeric Zendesk organization ID to fetch. Use a literal number or <StepName.field> 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 <StepName.field>.
`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 <StepName.field>.
`recordId`	text (supports references)	Yes	—	ID of the custom object record to fetch. Use a literal ID or <StepName.field> 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 <StepName.field>.
`pageSize`	text (supports references)	No	—	Optional number of records to return per page. Accepts a literal number or <StepName.field>.
`externalId`	text (supports references)	No	—	Optional external identifier to associate with the record for cross-system matching. Accepts literal text or <StepName.field>.
`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 <StepName.field>.
`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 <StepName.field>.
`conversationId`	text (supports references)	Yes	—	Sunshine Conversations conversation ID to post the message to. Use a literal ID or <StepName.field> 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 <StepName.field> to reference upstream content.
`metadata`	code	No	—	Optional metadata to attach to the passControl event.

Inputs and outputs

Inputs are the configurable fields above. The block produces these outputs:

Outputs

Reference an output downstream with <Zendesk.field>.

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

A minimal configuration for this block:

{
  "type": "zendesk",
  "config": {
    "resource": "ticket",
    "operation": "...",
    "ticketId": "<PreviousStep.field>",
    "limit": 50,
    "subject": "<PreviousStep.field>",
    "description": "<PreviousStep.field>",
    "isPublic": "true",
    "priority": "low",
    "ticketType": "problem",
    "query": "<PreviousStep.field>",
    "comment": "<PreviousStep.field>",
    "public": "true",
    "userId": "<PreviousStep.field>",
    "name": "<PreviousStep.field>",
    "email": "<PreviousStep.field>",
    "organizationId": "<PreviousStep.field>",
    "macroId": "<PreviousStep.field>",
    "customObjectKey": "<PreviousStep.field>",
    "recordId": "<PreviousStep.field>",
    "fieldId": "<PreviousStep.field>",
    "lookupValue": "<PreviousStep.field>",
    "conversationId": "<PreviousStep.field>",
    "text": "<PreviousStep.field>"
  }
}

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.

Where it appears

Fields

Inputs and outputs

Example

Limits and failure modes

Related

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