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Zendesk integration

Zendesk provides customer support software with ticketing, live chat, and knowledge base features, enabling efficient helpdesk operations and customer engagement

Connect Zendesk to Xenition and work with it from chat, from an agent, or on a schedule — alongside every other app you have connected, in one workspace.

What you can do with Zendesk

Ask in plain language and Xenition calls the right one:

• Apply Zendesk Macro Preview — Preview how a Zendesk macro would affect a ticket without actually applying it. Returns the ticket object as it would appear after the macro is applied, showing any changes to fields, comments, status, or other properties. Use this action to review macro changes before applying them to ensure the outcome is as expected.
• Autocomplete Problems — Autocomplete problems in Zendesk. Use when you need to find problem suggestions based on a partial search text for ticket categorization or troubleshooting.
• Autocomplete Users — Search for Zendesk users by name prefix using the POST /api/v2/users/autocomplete endpoint. Returns an array of users whose name starts with the provided query. Use when you need to find users by name prefix for quick user lookup and autocomplete functionality.
• Check Host Mapping Validity for Existing Brand — Check the host mapping validity for an existing brand in Zendesk. Returns the current CNAME record, expected CNAME values, validity status, and the reason for validity or invalidity. Use this action when you need to verify that DNS records are correctly configured for an existing brand that has already been created in Zendesk. This action requires a brand ID rather than subdomain/host_mapping para
• Count Deleted Users — Count deleted users in Zendesk. Returns the total number of deleted users. Use when you need to know how many users have been deleted for reporting, cleanup, or operational purposes.
• Count User CCD Tickets — Count tickets where the specified user is CCD (carbon copy distribution). Returns an approximate count of tickets where the user appears in the CCD field. Use when you need to know how many tickets a user is copied on for reporting or operational purposes.
• Count Custom Object Records — Count the number of records in a specific Zendesk custom object. Use when you need to determine the total number of records for a custom object type, which is useful for reporting, capacity planning, or validation before creating new records. This is a read-only, idempotent operation. Example use cases: - Check if a custom object has records before deleting - Get record count for reporting dashboa
• Count Zendesk Organizations — Count the number of organizations in Zendesk. Returns an approximate count of organizations with the timestamp of when the count was last calculated. This is a read-only, idempotent operation. Use when you need to know the total number of organizations for reporting, capacity planning, or operational purposes. For detailed per-organization information, use ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS ins
• Create Access Rule — Create an access rule for a custom object in Zendesk. Access rules control which users can view or modify custom object records based on conditions. Use when you need to set up data access policies for custom objects, such as limiting access to records created by the current user or records assigned to specific groups. Returns the created access rule with its ID, title, description, conditions, an
• Install Zendesk App — Install a Zendesk app in the account. Use when you need to add an app from the Zendesk marketplace or a private app to your Zendesk instance. You must provide the app_id; settings are optional for apps that have defaults or no configurable settings. This action is irreversible once installed.
• Send Notification to App — Send a notification to currently open instances of a Zendesk app. Use when you need to push real-time notifications or data to a Zendesk app that is currently open in an agent's interface. The notification triggers an event in the app, which can then respond with custom behavior (e.g., display a popup, update UI, trigger a workflow). Only works with apps that are currently open in the Zendesk inte
• Create Autocomplete Tags — Search for Zendesk tags using autocomplete via POST request body. Use when you need to find tag suggestions based on a partial tag name for tagging tickets or organizing content.
• Create Automation — Create a new automation in Zendesk. Automations are business rules that automatically perform actions on tickets when certain conditions are met. Automations run server-side and don't require user interaction. Use this action when you need to: - Automatically assign tickets based on conditions - Change ticket priority/status based on rules - Add tags to tickets matching certain criteria - Notify a
• Create Bookmark — Create a bookmark for a ticket in Zendesk. Bookmarks allow you to save references to tickets for quick access. Use this action when you need to: - Save a ticket for later reference - Mark an important ticket for quick access - Create a watchlist-like functionality for specific tickets
• Redact Zendesk Comment — Redact sensitive content from a ticket comment in Zendesk using the Agent Workspace method. Use when you need to permanently remove or hide sensitive information such as personal data, credentials, or inappropriate content from ticket comments. This action is irreversible — redacted content cannot be recovered once removed. Note: Requires Agent Workspace to be enabled and (for Enterprise accounts)
• Create Custom Object Bulk Job — Create a bulk job to perform batch operations (create, update, delete, upsert) on custom object records in Zendesk. Use when you need to process multiple records of a custom object type efficiently in a single API call. Returns a job ID for tracking the operation progress via GET /api/v2/custom_objects/{custom_object_key}/jobs/{job_id}.
• Create Custom Object Record — Create a new record for a custom object in Zendesk. Use when you need to add a new entry to a custom object type. The record is identified by its unique ID returned in the response. This action creates a new custom object record and returns the complete record data including the generated ID and timestamps.
• Create Custom Object Record Attachment — Create an attachment for a custom object record in Zendesk. Use when you need to attach files (documents, images, etc.) to a custom object record. The file is uploaded as a multipart/form-data request. The response includes the attachment details and malware scan status.
• Create Custom Ticket Status — Create a new custom ticket status in Zendesk. Custom statuses allow agents to define more granular ticket states beyond the default status categories. Use when you need to add custom ticket workflow states to better reflect your support process. Both `agent_label`, `status_category`, `end_user_label`, and `description` are required. The status category determines which lifecycle phase the custom s
• Create Deletion Schedule — Create a new deletion schedule in Zendesk that automatically deletes records matching specified conditions on a schedule. Deletion schedules are used for data retention and cleanup policies. Use this action when you need to: - Automatically clean up old closed tickets - Remove inactive users or attachments - Enforce data retention policies - Schedule periodic deletion of bot conversations Note: Th
• Create Zendesk Dynamic Content Item — Create a new dynamic content item with locale variants in Zendesk. Dynamic content items enable localized content for ticket fields, macros, and other text-based content. Use when setting up multilingual support or creating template content that varies by user locale. The item's name cannot be changed after creation. Ensure the name is descriptive and follows your naming conventions.
• Create Zendesk Dynamic Content Item Variant — Create a new locale variant for an existing dynamic content item in Zendesk. Use when you need to add support for a new locale to an existing dynamic content item. Note: You can only create one variant per locale per dynamic content item. Use the update action to modify existing variants.
• Create End User Identity — Add an identity (email or phone) to an end user's profile in Zendesk. Use when you need to link a new email address or phone number to an existing end user account.
• Create Zendesk Group Membership — Create a group membership in Zendesk, assigning an agent to a group. Use when you need to add an agent to a specific group for ticket routing, permissions, or team organization. The user_id and group_id are both required parameters. Note: The user must exist and have appropriate permissions to be assigned to groups. The group must also exist.
• Bulk Import Tickets — Bulk import tickets into Zendesk by posting up to 100 ticket objects at a time. Use when migrating tickets from another system or creating multiple tickets in a single API call. The operation returns a job_status payload; the initial status is typically 'queued' or 'completed' for small batches. This action is useful for data migration, test data setup, and bulk ticket creation workflows.
• Create Many Dynamic Content Variants — Create many locale variants for an existing dynamic content item in Zendesk. Use when you need to add multiple language variants to a dynamic content item in a single operation. This action is efficient for bulk-adding translations to support multilingual content. This action is idempotent - running it multiple times with the same variants will create duplicate variants if they don't already exist
• Create Many Zendesk Tickets — Create many tickets in Zendesk in a single request. Accepts an array of up to 100 ticket objects. The operation is handled asynchronously — a background job is queued and you receive a job_status payload with an initial status of 'queued' or 'working'. Poll the job_status URL or use ZENDESK_GET_APPS_JOB_STATUS to check for completion and view per-ticket results. Use when creating multiple tickets
• Create Many Zendesk Users — Create many users in Zendesk in a single request. Accepts up to 100 user objects. The operation is handled asynchronously — a background job is queued and you receive a job_status payload with an initial status of 'queued' or 'working'. Poll the job_status URL or use ZENDESK_GET_APPS_JOB_STATUS to check for completion and view per-user results. Use when onboarding multiple users at once or seeding
• Create Object Trigger — Create a new trigger for a custom object in Zendesk. Custom object triggers are business rules that automatically perform actions when certain conditions are met on custom object records. Use this action when you need to: - Send notifications when custom object records are created or updated - Automatically update fields on custom object records - Add or remove tags based on custom object conditio
• Set Organization Tags — Set organization tags in Zendesk by making a POST request to replace the tags on an organization. Use when you need to categorize or label organizations with specific tags for filtering and organization purposes. This operation replaces all existing tags on the organization with the new set provided. Note: This action is not idempotent as it replaces existing tags rather than adding to them.

…and 20 more Zendesk actions available in the workspace.

Give an agent access to Zendesk

An agent you create can use Zendesk on your behalf and keep working while you do something else. Every action an agent takes goes through an approval gate first, so nothing touches your Zendesk account without you agreeing to it.

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Frequently asked questions

How do I connect Zendesk to Xenition?

Open the connectors directory in Xenition, find Zendesk, and sign in when the authorisation window opens. The connection is managed for you — there is no API key to create, paste or rotate.

What can Xenition do with Zendesk?

Xenition can run 50 different Zendesk actions, including Apply Zendesk Macro Preview, Autocomplete Problems, Autocomplete Users. You ask in plain language and the right one is called for you.

Can an agent use Zendesk on my behalf?

Yes. Agents can use Zendesk while you do something else, and every action passes through an approval gate before it runs.

Is there a free plan?

Yes. Xenition starts free with 25,000 credits a month and no credit card, and all connectors are available on every plan.