> 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/create-or-update-zendesk-data-in-an-agentic-workflow.md).

# Create or Update Zendesk Data in an Agentic Workflow

Push changes in support tickets and comment threads to the Zendesk platform in real time through Kizen's Agentic Workflows.

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

**Purpose:** Explains how to open new Zendesk tickets, update existing tickets, and add new ticket comments through <code class="expression">space.vars.automations</code> in <code class="expression">space.vars.Kizen\_company\_name</code>
{% endhint %}

## Overview

{% hint style="warning" %}
**Caution:** This setup reflects Kizen's default configuration. Your administrator may have customized your layout, so columns or navigation may appear differently. Trial accounts may have limited features.
{% endhint %}

With the Zendesk integration, you can open new tickets and update existing tickets in the Zendesk® platform directly from <code class="expression">space.vars.automations</code> in <code class="expression">space.vars.Kizen\_company\_name</code>.

***

## Before You Begin

To create or update Zendesk data in an <code class="expression">space.vars.automation</code>, you need an active, authenticated connection to the Zendesk platform.

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

***

## Create or Update Zendesk Data in an Agentic Workflow

To create or update Zendesk data in an <code class="expression">space.vars.automation</code>:

{% stepper %}
{% step %}

#### Go to the Agentic Workflow builder

In the global navigation, select **Agentic Workflows**. Then, to open the builder, do one of the following:

* Select **New Agentic Workflow**.
* Select the name of an existing <code class="expression">space.vars.automation</code>.

<div data-with-frame="true"><figure><img src="https://3898351136-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQd8ufpN7wkdnx7JtgoeZ%2Fuploads%2FOAaCVoAMNcY3AsVQOfoU%2Fglobal_newagenticworkflow.png?alt=media&amp;token=7af2b9a3-d223-45a2-961a-5c881cf623cf" alt="The New Agentic Workflow button on the Agentic Workflows page" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Add an action to the workflow

Select **+**, and then select **Add Action**.

<div data-with-frame="true"><figure><img src="https://3898351136-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQd8ufpN7wkdnx7JtgoeZ%2Fuploads%2F4I4RYiryLGZqxzqBUpsT%2Fglobal_addaction.png?alt=media&amp;token=4c641727-01fc-4dd4-b533-a58ed1e08a61" alt="The Add Action context menu item in the Agentic Workflow builder" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Select the Zendesk action

In the Add Action modal that opens, scroll to the Integration section, and select the Zendesk connector card.

<div data-with-frame="true"><figure><img src="https://3898351136-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQd8ufpN7wkdnx7JtgoeZ%2Fuploads%2FWUHnFpzzU5eWvhF2qoyP%2Faddaction_zendesk.png?alt=media&amp;token=52bafd9f-08ee-4d51-90ce-d50be5014d83" alt="The Zendesk connector card on the Add Action modal" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Choose the function to perform

In the Action Settings section of the Add Action modal, select the **Action** dropdown menu, and do one of the following:

* To open a new Zendesk ticket, select **Create Ticket**, and set up the action. For more information, see [Set Up a Create Ticket Action](#set-up-a-create-ticket-action) below.
* To update an existing Zendesk ticket, select **Update Ticket**, and set up the action. For more information, see [Set Up an Update Ticket Action](#set-up-an-update-ticket-action) below.
* To add a public or private comment to a Zendesk ticket, select **Add Ticket Comment**, and set up the action. For more information, see [Set Up an Add Ticket Comment Action](#set-up-an-add-ticket-comment-action) below.
  {% endstep %}

{% step %}

#### Configure error handling

In the Error Handling section of the modal, specify how to handle errors in this step of the <code class="expression">space.vars.automation</code>.

<div data-with-frame="true"><figure><img src="https://3898351136-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQd8ufpN7wkdnx7JtgoeZ%2Fuploads%2FGzhPBGaxlzsW1tWJMZYU%2FScreenshot%202026-07-16%20at%209.13.52%E2%80%AFAM.png?alt=media&amp;token=5dc5daed-6009-44f6-8120-e7124eb6aee8" alt="The error handling options in the Add Action modal" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Save the Zendesk action

Select **Save**.
{% endstep %}
{% endstepper %}

***

## Set Up a Create Ticket Action

The Create Ticket action opens a new ticket in the Zendesk platform.

To set up a Create Ticket action:&#x20;

{% stepper %}
{% step %}

#### Configure the sources for the script inputs

For each of the fields in the Script Inputs section of the Add Action modal, select the source of the field's value from the **Input Source** dropdown menu, and then configure the source with the additional controls that appear.

<div data-with-frame="true"><figure><img src="broken://files/H2hnzay0GvsVa25huwBr" alt="The script inputs for the Create Ticket action in the Add Action modal" width="563"><figcaption></figcaption></figure></div>

The fields are as follows:

<table data-search="false"><thead><tr><th>Field</th><th>Type</th><th>Description</th><th>Required?</th></tr></thead><tbody><tr><td><strong>Assignee ID</strong></td><td><code>String</code></td><td>The ID of the Zendesk user assigned to process the ticket.</td><td>No</td></tr><tr><td><strong>Custom Fields</strong></td><td><code>String</code></td><td>A stringified JSON array of custom fields on the ticket, given in the following format: <code>{id, value}</code>.</td><td>No</td></tr><tr><td><strong>Description</strong></td><td><code>String</code></td><td>The body of the ticket.</td><td>Yes</td></tr><tr><td><strong>External ID</strong></td><td><code>String</code></td><td>The <code class="expression">space.vars.Kizen_company_name</code> ID of the user who opened the ticket.</td><td>No</td></tr><tr><td><strong>Group ID</strong></td><td><code>String</code></td><td>The ID of the group associated with the Zendesk user who opened the ticket.</td><td>No</td></tr><tr><td><strong>Is Public Comment</strong></td><td><code>Boolean</code></td><td>Whether to create a public comment (<code>true</code>) or internal comment (<code>false</code>)</td><td>Yes</td></tr><tr><td><strong>Priority</strong></td><td><code>String</code></td><td>The priority of the ticket.</td><td>No</td></tr><tr><td><strong>Requester Email</strong></td><td><code>Email</code></td><td>The email address of the Zendesk user who opened the ticket.</td><td>No</td></tr><tr><td><strong>Requester Name</strong></td><td><code>String</code></td><td>The name of the Zendesk user who opened the ticket. The default value is the owner of the connected Zendesk account.</td><td>No</td></tr><tr><td><strong>Tags</strong></td><td><code>String</code></td><td>A comma-separated list of tags associated with the ticket.</td><td>No</td></tr><tr><td><strong>Ticket Title</strong></td><td>String</td><td>The title of the ticket.</td><td>Yes</td></tr><tr><td><strong>Ticket Type</strong></td><td><code>String</code></td><td>The type of the ticket.</td><td>No</td></tr><tr><td><strong>Status</strong></td><td><code>String</code></td><td>The status of the ticket.</td><td>No</td></tr></tbody></table>

{% hint style="info" %}
**Note:** If you set the status of the ticket to `pending`, you must supply a value for the **Assignee ID** field.
{% endhint %}
{% endstep %}

{% step %}

#### Configure the destinations for the script outputs

For each of the fields in the Script Outputs section of the modal, select the destination of the field's value from the **Output Destination** dropdown menu, and then configure the destination with the additional controls that appear.

<div data-with-frame="true"><figure><img src="broken://files/6ocZ1kyWyjEm0scyyDXq" alt="The script outputs for the Create Ticket action in the Add Action modal" width="563"><figcaption></figcaption></figure></div>

The fields are as follows:

| Field            | Type       | Description                                   | Required? |
| ---------------- | ---------- | --------------------------------------------- | --------- |
| **Created At**   | `DateTime` | The date and time when the ticket was created | No        |
| **Status**       | `String`   | The status of the ticket                      | No        |
| **Ticket ID**    | `String`   | The ID of the ticket                          | No        |
| **Ticket URL**   | `String`   | The URL of the ticket                         | No        |
| {% endstep %}    |            |                                               |           |
| {% endstepper %} |            |                                               |           |

***

## Set Up an Update Ticket Action

The Update Ticket action updates an existing ticket in the Zendesk platform.

To set up an Update Ticket action:&#x20;

{% stepper %}
{% step %}

#### Configure the sources for the script inputs

For each of the fields in the Script Inputs section of the Add Action modal, select the source of the field's value from the **Input Source** dropdown menu, and then configure the source with the additional controls that appear.

<div data-with-frame="true"><figure><img src="broken://files/v8AyO57Yer0XqBcaaR6F" alt="The script inputs for the Update Ticket action in the Add Action modal" width="563"><figcaption></figcaption></figure></div>

The fields are as follows:

<table data-search="false"><thead><tr><th>Field</th><th>Type</th><th>Description</th><th>Required?</th></tr></thead><tbody><tr><td><strong>Add Tags</strong></td><td><code>String</code></td><td>A comma-separated list of tags to add to the ticket</td><td>No</td></tr><tr><td><strong>Assignee ID</strong></td><td><code>String</code></td><td>The ID of the Zendesk user assigned to process the ticket</td><td>No</td></tr><tr><td><strong>Custom Fields</strong></td><td><code>String</code></td><td>A stringified JSON array of custom fields on the ticket, given in the following format: <code>{id, value}</code></td><td>No</td></tr><tr><td><strong>Group ID</strong></td><td><code>String</code></td><td>The ID of the group associated with the Zendesk user who opened the ticket</td><td>No</td></tr><tr><td><strong>Priority</strong></td><td><code>String</code></td><td>The priority of the ticket</td><td>No</td></tr><tr><td><strong>Remove Tags</strong></td><td><code>String</code></td><td>A comma-separated list of tags to remove from the ticket</td><td>No</td></tr><tr><td><strong>Ticket ID</strong></td><td><code>String</code></td><td>The ID of the ticket</td><td>Yes</td></tr><tr><td><strong>Ticket Type</strong></td><td><code>String</code></td><td>The type of the ticket</td><td>No</td></tr><tr><td><strong>Status</strong></td><td><code>String</code></td><td>The status of the ticket</td><td>No</td></tr></tbody></table>
{% endstep %}

{% step %}

#### Configure the destinations for the script outputs

For each of the fields in the Script Outputs section of the modal, select the destination of the field's value from the **Output Destination** dropdown menu, and then configure the destination with the additional controls that appear.

<div data-with-frame="true"><figure><img src="broken://files/HqkjP2fhDIs3V9rnp9K9" alt="The script outputs for the Update Ticket action in the Add Action modal" width="563"><figcaption></figcaption></figure></div>

The fields are as follows:

| Field            | Type       | Description                                        | Required? |
| ---------------- | ---------- | -------------------------------------------------- | --------- |
| **Status**       | `String`   | The status of the ticket                           | No        |
| **Ticket ID**    | `String`   | The ID of the ticket                               | No        |
| **Updated At**   | `DateTime` | The date and time when the ticket was last updated | No        |
| {% endstep %}    |            |                                                    |           |
| {% endstepper %} |            |                                                    |           |

***

## Set Up an Add Ticket Comment Action

The Add Ticket Comment action adds a public or private comment to a ticket in the Zendesk platform.

To set up an Add Ticket Comment action:&#x20;

{% stepper %}
{% step %}

#### Configure the sources for the script inputs

For each of the fields in the Script Inputs section of the Add Action modal, select the source of the field's value from the **Input Source** dropdown menu, and then configure the source with the additional controls that appear.

<div data-with-frame="true"><figure><img src="broken://files/QuCS93OYldUXhBdUOBnN" alt="The script inputs for the Add Ticket Comment action in the Add Action modal" width="563"><figcaption></figcaption></figure></div>

The fields are as follows:

| Field                 | Type      | Description                               | Required? |
| --------------------- | --------- | ----------------------------------------- | --------- |
| **Comment**           | `String`  | The comment text                          | Yes       |
| **Is Public Comment** | `Boolean` | Whether the comment is publicly available | Yes       |
| **Status**            | `String`  | The status of the ticket                  | No        |
| **Ticket ID**         | `String`  | The ID of the ticket                      | Yes       |
| {% endstep %}         |           |                                           |           |

{% step %}

#### Configure the destinations for the script outputs

For each of the fields in the Script Outputs section of the modal, select the destination of the field's value from the **Output Destination** dropdown menu, and then configure the destination with the additional controls that appear.

<div data-with-frame="true"><figure><img src="broken://files/zgr6103AelE6OZxV8V85" alt="The script outputs for the Add Ticket Comment action in the Add Action modal" width="563"><figcaption></figcaption></figure></div>

The fields are as follows:

| Field                 | Type       | Description                                   | Required? |
| --------------------- | ---------- | --------------------------------------------- | --------- |
| **Comment ID**        | `String`   | The ID of the comment                         | No        |
| **Created At**        | `DateTime` | The date and time when the ticket was created | No        |
| **Is Public Comment** | `Boolean`  | Whether the comment is publicly available     | No        |
| {% endstep %}         |            |                                               |           |
| {% endstepper %}      |            |                                               |           |

***

## What's Next

Continue to [Troubleshoot Zendesk](/docs/integrations-and-plugins/integrations/zendesk/troubleshoot-zendesk.md) to find solutions to common issues with the Zendesk integration.

<details>

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

* [Zendesk](/docs/integrations-and-plugins/integrations/zendesk.md)
* [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)
* [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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