> For the complete documentation index, see [llms.txt](https://developer.kizen.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.kizen.com/docs/integrations-and-plugins/integrations/zendesk.md).

# Zendesk

Connect the Zendesk platform to Kizen to create, update, and search Zendesk support tickets, post replies to comments, and look up or create Zendesk users, all automatically with Agentic Workflows.

{% hint style="success" %}
**Audience:** Admins, Developers, Solution Architects

**Purpose:** Explains what the Zendesk integration is, when to use it, and how it works within <code class="expression">space.vars.Kizen\_company\_name</code>
{% endhint %}

## Overview

Connect the Zendesk® platform to <code class="expression">space.vars.Kizen\_company\_name</code> with the Zendesk integration. Create, update, and search Zendesk support tickets, post replies and internal notes, and look up or create Zendesk users directly from <code class="expression">space.vars.automations</code>.

### What Is the Zendesk Integration?

The Zendesk integration adds seven action steps to the <code class="expression">space.vars.automation</code> builder in <code class="expression">space.vars.Kizen\_company\_name</code>:

* **Create Ticket:** Opens a new Zendesk support ticket
* **Update Ticket:** Updates an existing Zendesk support ticket
* **Add Ticket Comment:** Adds a public or private comment to a Zendesk support ticket
* **Get Ticket:** Returns complete information about a Zendesk support ticket
* **Get Ticket Comments:** Returns the conversation thread of a Zendesk support ticket
* **Search Tickets:** Returns Zendesk support tickets by specific criteria
* **Find or Create User:** Searches for a Zendesk user and optionally creates the user in the Zendesk platform if no match exists

To connect to the Zendesk platform, first you provide the subdomain of your Zendesk instance as an integration secret. Then you log into the Zendesk platform from <code class="expression">space.vars.Kizen\_company\_name</code> as an administrator and allow the integration to access your Zendesk account.

For more information, see [Set Up Zendesk in Kizen](/docs/integrations-and-plugins/integrations/zendesk/set-up-zendesk-in-kizen.md).

### When to Use the Zendesk Integration

Use the Zendesk integration when your customer support or internal service teams need to automate the creation and tracking of Zendesk support tickets. With this integration, you can build robust <code class="expression">space.vars.automations</code> for remediating any kind of Zendesk support issue using live Zendesk data directly from <code class="expression">space.vars.Kizen\_company\_name</code>.

#### Common Use Cases

Here are some common use cases of the Zendesk integration:

* Opening a Zendesk ticket automatically in response to an external trigger: a form submission, a monitoring alert, an escalation event from another tool, and so on
* Assigning a ticket to an agent and tracking the status of the ticket without the agent needing to work in the Zendesk platform&#x20;
* Reviewing a difficult ticket's full comment history to establish context and improve the tone and accuracy of communications with the customer

***

## How the Zendesk Integration Works

Before you configure the Zendesk integration, it's important to understand how it functions at a conceptual level.

### Zendesk Plan Requirements

The integration works with any paid Zendesk support plan or any plan with access to the Zendesk API. For best results, use an enterprise plan with its larger rate limits.

### Connection Model

The integration communicates with the Zendesk platform at the business level over a single OAuth 2.0 connection. That is, every integration user in your <code class="expression">space.vars.Kizen\_company\_name</code> business shares this same connection. To establish the connection, a <code class="expression">space.vars.Kizen\_company\_name</code> administrator authorizes access to the Zendesk API during integration setup.

See [Set Up Zendesk in Kizen](/docs/integrations-and-plugins/integrations/zendesk/set-up-zendesk-in-kizen.md) for more information.

### Authentication

You authenticate to your Zendesk account during integration setup. To learn more, see [Set Up Zendesk in Kizen](/docs/integrations-and-plugins/integrations/zendesk/set-up-zendesk-in-kizen.md).

If your access token expires during the execution of an <code class="expression">space.vars.automation</code>, re-authenticate from the integration settings and retry.

{% hint style="info" %}
**Note:** Editing the scopes of the integration's Zendesk OAuth client also breaks the connection to <code class="expression">space.vars.Kizen\_company\_name</code>. Re-authenticate from the integration settings before running an <code class="expression">space.vars.automation</code>.
{% endhint %}

### Agentic Workflow Step Execution

Each Zendesk action step executes synchronously, so the <code class="expression">space.vars.automation</code> waits at the step until it completes. The step times out on the <code class="expression">space.vars.Kizen\_company\_name</code> side after 30 seconds.

### Rate Limiting

Your rate limit for API requests depends on your Zendesk plan, with more generous rate limits for more fully featured plans.

If you exceed your rate limit while executing an <code class="expression">space.vars.automation</code>, the Zendesk API returns HTTP status code **429 Too Many Requests**. Whether the integration retries the request depends on the response from the Zendesk API:

* If Zendesk's response specifies a wait of 20 seconds or less, the integration waits that long and retries the request. If it hits the rate limit again, the action fails.
* If Zendesk specifies a longer wait or no wait at all, the action fails immediately without retrying.

See also [Troubleshoot Zendesk](/docs/integrations-and-plugins/integrations/zendesk/troubleshoot-zendesk.md).

### Results Handling

The Get Ticket Comments and Search Tickets actions return a maximum of 1,000 results starting from the most recent. If there are more than that many results to return, the Zendesk API responds with HTTP status code **422 Unprocessable Content**. Narrow the scope of the search parameters, and try again.

See also [Troubleshoot Zendesk](/docs/integrations-and-plugins/integrations/zendesk/troubleshoot-zendesk.md).

### Data Integrity

If your <code class="expression">space.vars.automation</code> writes data back to the Zendesk platform, be sure to validate its behavior thoroughly on non-production data first. You can't roll back a write operation after it executes, and the operation might partially apply if an error occurs during execution.

### Status, Type, and Priority Values

Many of the integration actions accept or return Zendesk-specific keyword values for the status, type, or priority of a ticket. The following expandable sections describe these values.

<details>

<summary>Ticket Status Values</summary>

Here are the ticket status values in the Zendesk platform:

| Ticket status | Description                                                                 |
| ------------- | --------------------------------------------------------------------------- |
| `new`         | A ticket that hasn't been assigned to an agent yet                          |
| `open`        | A ticket that has been assigned to an agent and is actively being processed |
| `pending`     | A ticket that requires a response from the requester                        |
| `hold`        | A ticket that requires a response from someone other than the requester     |
| `solved`      | A ticket whose issue has been successfully brought to completion            |
| `closed`      | A ticket that takes no further status changes                               |

</details>

<details>

<summary>Ticket Type Values</summary>

Here are the ticket type values in the Zendesk platform:

| Ticket type | Description                                                                     |
| ----------- | ------------------------------------------------------------------------------- |
| `question`  | A general inquiry from a requester                                              |
| `incident`  | A specific instance of a problem                                                |
| `problem`   | The underlying root cause behind one or more incidents                          |
| `task`      | An internal, actionable item that doesn't necessarily originate from a customer |

</details>

<details>

<summary>Ticket Priority Values</summary>

Here are the ticket priority values in the Zendesk platform:

| Ticket priority | Description                                            |
| --------------- | ------------------------------------------------------ |
| `urgent`        | An issue with business-critical impact                 |
| `high`          | An issue with significant but not catastrophic impact  |
| `normal`        | An important issue but not one with significant impact |
| `low`           | A minor issue with negligible impact                   |

</details>

***

## Available Zendesk Actions and Topics

For step-by-step instructions on using the Zendesk integration, see the following topics:

* [Set Up Zendesk in Kizen](/docs/integrations-and-plugins/integrations/zendesk/set-up-zendesk-in-kizen.md)
* [Retrieve Zendesk Data in an Agentic Workflow](/docs/integrations-and-plugins/integrations/zendesk/retrieve-zendesk-data-in-an-agentic-workflow.md)
* [Create or Update Zendesk Data in an Agentic Workflow](/docs/integrations-and-plugins/integrations/zendesk/create-or-update-zendesk-data-in-an-agentic-workflow.md)
* [Troubleshoot Zendesk](/docs/integrations-and-plugins/integrations/zendesk/troubleshoot-zendesk.md)

***

## What's Next

Continue to [Set Up Zendesk in Kizen](/docs/integrations-and-plugins/integrations/zendesk/set-up-zendesk-in-kizen.md) to configure your connection to the Zendesk platform.

<details>

<summary><strong>Related Topics</strong></summary>

* [Set Up Zendesk in Kizen](/docs/integrations-and-plugins/integrations/zendesk/set-up-zendesk-in-kizen.md)
* [Retrieve Zendesk Data in an Agentic Workflow](/docs/integrations-and-plugins/integrations/zendesk/retrieve-zendesk-data-in-an-agentic-workflow.md)
* [Create or Update Zendesk Data in an Agentic Workflow](/docs/integrations-and-plugins/integrations/zendesk/create-or-update-zendesk-data-in-an-agentic-workflow.md)
* [Troubleshoot Zendesk](/docs/integrations-and-plugins/integrations/zendesk/troubleshoot-zendesk.md)

</details>

***

*Zendesk® and the stylized Z logo are registered trademarks of Zendesk, Inc. Kizen's Zendesk integration is not affiliated with, sponsored by, or endorsed by Zendesk, Inc.*


---

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