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Zendesk Actions Reference

Complete reference of actions your ChatCrafterAI agent can perform with Zendesk integration.

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Ticket Actions

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Create Ticket

Generate a new support ticket from conversation. Required parameters:

• Subject (ticket title)
• Description (issue details)
• Requester email (customer who reported issue)

Optional parameters:

• Priority (low, normal, high, urgent)
• Type (question, incident, problem, task)
• Tags (for categorization)
• Custom fields

Returns:

• Ticket ID
• Ticket status
• Creation timestamp
• Ticket URL

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Get Ticket Status

Check current status of a ticket. Required: Ticket ID Returns:

• Status (new, open, pending, solved, closed)
• Priority level
• Assigned agent
• Last updated timestamp
• Subject and description

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Add Comment to Ticket

Add information to existing ticket. Required parameters:

• Ticket ID
• Comment text

Optional:

• Public (visible to customer) or internal (agent-only)
• Attachments

Returns:

• Comment ID
• Timestamp
• Confirmation

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Update Ticket

Modify ticket properties. Required: Ticket ID Can update:

• Priority (escalate or de-escalate)
• Status (pending, solved, etc.)
• Assignee (transfer to different agent)
• Tags
• Custom fields

Returns: Updated ticket object

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List Tickets for Customer

Show all tickets for a specific customer. Required: Customer email or Zendesk user ID Optional filters:

• Status (open, pending, solved, etc.)
• Date range

Returns: Array of tickets with IDs, subjects, and statuses

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Search Tickets

Find tickets matching criteria. Search parameters:

• Keyword in subject/description
• Status filter
• Priority filter
• Date range
• Assignee

Returns: Matching tickets with basic info

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Customer Actions

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Create Customer

Add new customer to Zendesk (if doesn’t exist). Required parameters:

• Email address
• Name

Optional:

• Phone number
• Organization
• Tags
• Custom fields

Returns:

• Customer ID
• Verification status

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Get Customer Info

Retrieve customer details from Zendesk. Required: Email or customer ID Returns:

• Customer name
• Email and phone
• Organization
• Created date
• Total tickets submitted
• Tags

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Look Up by Email

Find customer using email address. Required: Email address Returns: Customer object with all details

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Get Customer Ticket History

View all past tickets for customer. Required: Customer email or ID Returns:

• List of tickets with dates
• Ticket subjects
• Current status of each
• Resolution notes for solved tickets

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Common Agent Patterns

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Issue Reporting Flow

1. Customer says: “I have a problem”
2. Agent asks: “Please describe the issue”
3. Customer explains problem
4. Agent creates ticket in Zendesk
5. Agent responds: “Ticket #12345 created. We’ll respond within 24 hours”

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Status Check

1. Customer asks: “What’s the status of ticket #12345?”
2. Agent looks up ticket in Zendesk
3. Agent retrieves status and details
4. Agent responds: “Ticket #12345 is open, assigned to John. Last updated yesterday”

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Escalation

1. Customer says: “This isn’t resolved, I need to speak to a manager”
2. Agent updates ticket priority to “urgent”
3. Agent adds comment: “Customer requesting escalation”
4. Agent assigns to senior agent queue
5. Agent responds: “I’ve escalated your ticket. A senior agent will contact you shortly”

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Adding Information

1. Customer says: “I have more details about ticket #12345”
2. Agent asks: “What would you like to add?”
3. Customer provides information
4. Agent adds comment to ticket
5. Agent responds: “Information added to ticket #12345”

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FAQ vs Ticket Decision

1. Customer asks question
2. Agent checks if it can answer from knowledge base
3. If simple: Agent answers directly (no ticket)
4. If complex: Agent creates ticket and provides ticket ID

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Action Parameters

Common parameters used across actions: Ticket Parameters:

• subject - Ticket title/summary
• description - Detailed issue description
• priority - low, normal, high, urgent
• status - new, open, pending, solved, closed
• type - question, incident, problem, task
• tags - Array of tags for categorization
• assignee_id - Agent to assign ticket to
• ticket_id - Zendesk ticket number

Customer Parameters:

• email - Customer email address
• name - Customer full name
• user_id - Zendesk user ID
• phone - Phone number
• organization - Company name

Comment Parameters:

• body - Comment text
• public - true (customer sees) or false (internal)
• author_id - Who is adding comment

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Response Data

Actions return structured data including: Ticket Data:

• Ticket ID
• Subject and description
• Status and priority
• Created and updated timestamps
• Requester information
• Assigned agent
• Tags
• Comments count
• Custom field values

Customer Data:

• User ID
• Name and email
• Phone number
• Organization
• Created date
• Last login
• Ticket count
• Tags

Comment Data:

• Comment ID
• Author name
• Comment body
• Timestamp
• Public/private flag

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Workflows

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Ticket Lifecycle in Agent

1. Creation:
   • Customer describes issue in chat
   • Agent gathers necessary information
   • Agent creates ticket with details
   • Customer receives ticket ID
2. Tracking:
   • Customer asks for status
   • Agent retrieves current state
   • Agent shows progress and updates
3. Updates:
   • Customer provides more information
   • Agent adds comment to ticket
   • Agents see updates in Zendesk
4. Escalation:
   • Customer requests escalation
   • Agent increases priority
   • Agent assigns to appropriate queue
   • Agent notified
5. Resolution:
   • Agent solves issue in Zendesk
   • Agent can notify customer when status changes to “solved”
   • Customer can reopen if needed

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Priority Levels

Low:

• General questions
• Non-urgent requests
• Feature suggestions

Normal:

• Standard support issues
• Default priority
• Most tickets

High:

• Issues affecting operations
• Time-sensitive matters
• Important customers

Urgent:

• System outages
• Critical bugs
• Escalated issues
• VIP customers

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Ticket Statuses

New: Just created, not yet reviewed Open: Agent actively working on it Pending: Waiting for customer response or external factor Solved: Issue resolved, waiting for customer confirmation Closed: Fully resolved and closed

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Limitations

API Rate Limits:

• Zendesk limits API requests (typically 700/minute)
• Agent automatically handles rate limiting

Data Access:

• Agent can only access tickets it creates or public tickets
• Cannot access deleted tickets
• Respects Zendesk user permissions

Automation Rules:

• Zendesk triggers and automations still apply
• Agent-created tickets follow same workflow rules
• SLA policies remain active

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Best Practices

• Always collect sufficient information before creating ticket
• Use appropriate priority levels (don’t over-escalate)
• Add meaningful tags for categorization
• Keep descriptions clear and detailed
• Link related tickets when applicable
• Notify customer with ticket ID for reference

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Next Steps

Use these actions to build comprehensive support automation that reduces agent workload while maintaining excellent customer service.