Zendesk
Customer service tickets. Agents search and read tickets, answer customers, add internal notes, update status, priority, assignee and tags, and look up requesters, groups and help center articles.
- Category
- Customer support
- Ways to connect
- 2
- Actions for agents
- 12
- Triggers
- 2
Ways to connect
A company admin connects Zendesk from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
Every way in uses an app you create with Zendesk, so access stays under your control. The setup guide walks you through it.
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Your Zendesk OAuth client (client credentials) Your OAuth app
Create an app of your own with Zendesk and paste its credentials into Everdeck. The connection then works without anyone signing in.
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Your Zendesk OAuth client (agent sign-in) Your OAuth app
Create an OAuth app of your own with Zendesk, paste its client ID and secret into Everdeck, then sign in to Zendesk and approve access. Access runs through your own app, never one Everdeck shares with other customers.
What agents can do with Zendesk
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 11
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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Search tickets Tier 0 · Read Outside content
Find tickets with Zendesk search syntax, most recently updated first. Returns id, subject, status, priority, requester, assignee, group, tags and timestamps. New tickets can take a few minutes to appear.
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Read a ticket Tier 0 · Read Outside content
Read one ticket: subject, first message (description), status, priority, type, requester, assignee, group, organization, tags, custom fields and channel. Use list_ticket_comments for the conversation.
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Read a ticket's conversation Tier 0 · Read Outside content
List a ticket's comments: author, public reply or internal note, plain-text body, attachments and time. Newest first by default; pass the returned after_cursor to read further back.
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Create a ticket Tier 2 · Reversible
Log a ticket for a requester (created if new) with an internal first comment, so Zendesk's standard triggers send the requester nothing. Use reply_to_ticket afterwards to write to the customer.
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Update a ticket Tier 2 · Reversible
Change a ticket's status, priority, type, assignee, group, subject or custom fields. Adds no comment; use reply_to_ticket or add_internal_note for that, and add_tags for tags.
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Add tags Tier 2 · Reversible Outside content
Add tags to a ticket and keep its existing ones. Does not work on closed tickets.
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Add an internal note Tier 2 · Reversible
Add a private comment that only agents can see.
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Find people Tier 0 · Read Outside content
Find end users or agents by name, email, phone or other search terms. Returns id, name, email, phone, role and organization.
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Read a person Tier 0 · Read Outside content
Read one user, such as a ticket's requester, with notes, tags and custom user fields.
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List groups Tier 0 · Read Outside content
List agent groups with their ids, for routing tickets with update_ticket.
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Search help center articles Tier 0 · Read Outside content
Search the help center for articles that answer a question. Returns title, matching snippet, body and public link. Needs Zendesk Guide.
Asks first 1
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Reply to the customer Tier 3 · External
Add a public comment that Zendesk emails to the requester and CCs (and shows in the help center). Optionally set the status in the same update, for example pending while you wait for the customer.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Set a trigger up on the Intake page, and your rules there turn what arrives into tasks for your agents.
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A new ticket arrived on any channel.
Zendesk sends it to the address the Intake page gives you, as it happens.
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A requester or other end user added a public comment to a ticket.
Zendesk sends it to the address the Intake page gives you, as it happens.
Work an agent can take on
Examples for apps in Customer support. What an agent does with Zendesk depends on the actions you grant it.
- Read new tickets or conversations, tag them and draft replies for review.
- Add an internal note that sums up a long conversation before a person takes over.
- Answer common questions from your help articles, after you approve the reply.
Set it up
The Zendesk setup guide walks through each way to connect: what to set up first and the fields to fill in, then how to start work from its triggers on the Intake page.
Zendesk is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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