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The Zendesk tool uses workspace-level OAuth credentials to search and retrieve support tickets and create draft replies. A workspace administrator completes OAuth in Spaces → Tools → Add Tools, shares the tool with the appropriate Space, and adds it to the Agent. The shared account’s Zendesk access defines which tickets are visible.

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Available operations

  • Get Ticket reads a ticket by ID, including subject, description, status, priority, assignee, metadata, and optionally metrics or the full comment history.
  • Search Tickets searches with Zendesk query syntax. Examples include status:open, priority:high, assignee:me, and tags:bug.
  • Draft Reply creates a private comment that is not visible to the end user, ready for review before publication.
A Zendesk Connection used for synchronized search is separate from the live Tool. Check the shared identity and brand when a ticket is missing. Review a draft before making any reply public.