Zendesk Action Block
The Zendesk Action Block automates your support desk — create, update, search, assign, and merge tickets, manage users and organizations, apply macros, run views, upload attachments, and publish Help Center articles. 21 operations are available.
Support Automation: Create tickets from any channel (chat, email, webhooks) and keep them moving — assign, tag, comment, and resolve without leaving the workflow.
Key Features
- Full Ticket Lifecycle: Create, update, comment, assign, merge, tag, search, and delete
- People & Teams: Look up or create users, list groups, create organizations
- Agent Tools: Apply macros, run views, and pull satisfaction ratings
- Help Center: Create and search knowledge-base articles
- Variable Support: Every field accepts
{{variables}}from earlier blocks
Operations
| Group | Operations |
|---|---|
| Tickets | Create Ticket, Update Ticket, Get Ticket, List Tickets, Delete Ticket, Search Tickets, Assign Ticket, Merge Tickets, Add Comment |
| Users | Get User, Create User |
| Groups | Get Groups |
| Macros | Apply Macro |
| Organizations | Create Organization |
| Tags | Add Tags (tickets, users, or organizations) |
| Satisfaction | Get Satisfaction Ratings |
| Views | List Views, Execute View |
| Attachments | Upload Attachment |
| Help Center | Create Article, Search Articles |
Configuration
| Parameter | Used by | Description |
|---|---|---|
| Subject / Description | Create Ticket | The ticket title and first message |
| Priority | Create/Update Ticket | urgent, high, normal, or low |
| Status | Create/Update Ticket | new, open, pending, hold, solved, or closed |
| Requester Email / Name | Create Ticket | Who the ticket is for |
| Ticket ID | Update, Get, Comment, Assign, Merge | The target ticket |
| Comment + Public flag | Add Comment | Public reply to the customer, or internal note |
| Query | Search Tickets, Search Articles | Zendesk search syntax, e.g. status:open priority:urgent |
| Assignee ID / Group ID | Assign Ticket | The agent or group to assign to |
| Tags | Create Ticket, Add Tags | Comma-separated tags |
| Custom Fields (JSON) | Create/Update Ticket | JSON object of custom field id:value pairs |
| File URL / Filename | Upload Attachment | The file to fetch and attach |
| Section ID, Title, Body, Permission Group | Create Article | Help Center article details (body is HTML) |
Connecting Zendesk
- In Zendesk Admin Center, go to Apps and integrations → APIs → Zendesk API and enable Token access.
- Click Add API token, give it a description, and copy the token.
- In the Zendesk block settings, add a new connection and enter:
- Subdomain — the
yourcompanypart ofyourcompany.zendesk.com - Email — the Zendesk agent/admin email the token belongs to
- API Token — the token you copied
- Subdomain — the
- Save and select the credential in the block.
Enter only the subdomain (e.g. yourcompany), not the full URL. Actions run with the permissions of the email you connect — use an account with agent or admin access.
Output
The Zendesk API response is stored as the block's output. Reference fields downstream with {{blockId.field}} — for example {{blockId.ticket.id}} after Create Ticket, or {{blockId.results}} from a search.
Example: Ticket from an urgent chat
- WhatsApp Trigger — a customer message arrives.
- AI Judge / Condition — detects that the message reports a problem.
- Zendesk (Create Ticket) — creates a ticket with the message as the description, priority
high, requester set to the customer. - WhatsApp — replies to the customer with the new ticket number from
{{zendeskBlock.ticket.id}}.