Integrations
Zendesk
Manage tickets, users, and support workflows.
Manage tickets, users, and support workflows.
Connect
Connect Zendesk in Settings → Integrations. Open the Zendesk card, click Connect, and authorize Stylo to access your Zendesk account in the window that opens. The connection shows as Connected when authorization succeeds.
Supported actions and triggers
Actions
| Block | What it does |
|---|---|
| Add Comment / Reply | Add a public reply or internal note to a ticket |
| Add Tags | Add tags to a ticket for classification and tracking |
| Apply Macro | Apply a predefined macro to a ticket |
| Assign Ticket | Assign a ticket to an agent or group |
| Close Ticket | Mark a ticket as solved with optional closing message |
| Create Custom Object Record | Create a new custom object record |
| Create Ticket | Create a new Zendesk ticket |
| Create User | Create a new Zendesk user |
| Delete Custom Object Record | Delete a custom object record by ID |
| Get Conversation | Fetch a Sunshine Conversations conversation, including current switchboard control. |
| Get Custom Object Record | Fetch a Zendesk custom object record by ID |
| Get Organization | Get organization details for B2B context |
| Get Ticket | Fetch a Zendesk ticket by ID and return its full data object for downstream use. |
| Get Ticket Comments | Get conversation history for a ticket |
| Get Ticket Context | Get complete ticket context (ticket, conversation, customer, assignee, organization) optimized for AI |
| Get User | Fetch a Zendesk user by ID |
| Get User Tickets | Get ticket history for a customer |
| List Agents | Get available agents for ticket assignment |
| List Custom Objects | List all custom object definitions in the Zendesk account |
| List Groups | Get all available groups for routing tickets |
| List Macros | Get available macros for ticket automation |
| Pass Conversation Control | Pass switchboard control to another integration (e.g. escalate to a human agent). |
| Post Conversation Message | Send a business-authored message on a Sunshine Conversations conversation (messaging channels). |
| Release Conversation Control | Release switchboard control back to the default integration (per marketplace bot SHOULD). |
| Remove Tags | Remove tags from a ticket |
| Search Custom Object Records | Search custom object records by query string |
| Search Tickets | Search for Zendesk tickets |
| Set Lookup Field | Set a lookup relationship field on a ticket to a custom object record by ID, name, or external ID |
| Set Ticket Priority | Set the priority level on a Zendesk ticket (low, normal, high, or urgent). |
| Set Ticket Type | Set ticket type (problem, incident, question, task) |
| Update Custom Object Record | Update an existing custom object record |
| Update Ticket | Update ticket with comment, status, tags, priority in one API call. Comment text supports markdown — see the Comment field description for the rendering contract. |
| Upsert Custom Object Record | Create or update a custom object record by external ID or name |
Limits and failure modes
- The connection can expire or be revoked. When it does, Zendesk blocks fail with an authorization error until you reconnect in Settings → Integrations.
- A disconnected or unconfigured integration makes its blocks unavailable in the Workflow Builder.