Overview
Enable your agents to manage customer support operations through Zendesk. Create and update tickets, manage users, track support metrics, and streamline your customer service workflows with AI-powered automation.Prerequisites
Before using the Zendesk integration, ensure you have:- A CrewAI AMP account with an active subscription
- A Zendesk account with appropriate API permissions
- Connected your Zendesk account through the Integrations page
Available Tools
Ticket Management
zendesk/create_ticket
zendesk/create_ticket
Description: Create a new support ticket in Zendesk.Parameters:
ticketSubject(string, required): Ticket subject line (e.g., “Help, my printer is on fire!”)ticketDescription(string, required): First comment that appears on the ticket (e.g., “The smoke is very colorful.”)requesterName(string, required): Name of the user requesting support (e.g., “Jane Customer”)requesterEmail(string, required): Email of the user requesting support (e.g., “jane@example.com”)assigneeId(string, optional): Zendesk Agent ID assigned to this ticket - Use Connect Portal Workflow Settings to allow users to select an assigneeticketType(string, optional): Ticket type - Options: problem, incident, question, taskticketPriority(string, optional): Priority level - Options: urgent, high, normal, lowticketStatus(string, optional): Ticket status - Options: new, open, pending, hold, solved, closedticketDueAt(string, optional): Due date for task-type tickets (ISO 8601 timestamp)ticketTags(string, optional): Array of tags to apply (e.g.,["enterprise", "other_tag"])ticketExternalId(string, optional): External ID to link tickets to local recordsticketCustomFields(object, optional): Custom field values in JSON format
zendesk/update_ticket
zendesk/update_ticket
Description: Update an existing support ticket in Zendesk.Parameters:
ticketId(string, required): ID of the ticket to update (e.g., “35436”)ticketSubject(string, optional): Updated ticket subjectrequesterName(string, required): Name of the user who requested this ticketrequesterEmail(string, required): Email of the user who requested this ticketassigneeId(string, optional): Updated assignee ID - Use Connect Portal Workflow SettingsticketType(string, optional): Updated ticket type - Options: problem, incident, question, taskticketPriority(string, optional): Updated priority - Options: urgent, high, normal, lowticketStatus(string, optional): Updated status - Options: new, open, pending, hold, solved, closedticketDueAt(string, optional): Updated due date (ISO 8601 timestamp)ticketTags(string, optional): Updated tags arrayticketExternalId(string, optional): Updated external IDticketCustomFields(object, optional): Updated custom field values
zendesk/get_ticket_by_id
zendesk/get_ticket_by_id
Description: Retrieve a specific ticket by its ID.Parameters:
ticketId(string, required): The ticket ID to retrieve (e.g., “35436”)
zendesk/add_comment_to_ticket
zendesk/add_comment_to_ticket
Description: Add a comment or internal note to an existing ticket.Parameters:
ticketId(string, required): ID of the ticket to add comment to (e.g., “35436”)commentBody(string, required): Comment message (accepts plain text or HTML, e.g., “Thanks for your help!”)isInternalNote(boolean, optional): Set to true for internal notes instead of public replies (defaults to false)isPublic(boolean, optional): True for public comments, false for internal notes
zendesk/search_tickets
zendesk/search_tickets
Description: Search for tickets using various filters and criteria.Parameters:
ticketSubject(string, optional): Filter by text in ticket subjectticketDescription(string, optional): Filter by text in ticket description and commentsticketStatus(string, optional): Filter by status - Options: new, open, pending, hold, solved, closedticketType(string, optional): Filter by type - Options: problem, incident, question, task, no_typeticketPriority(string, optional): Filter by priority - Options: urgent, high, normal, low, no_priorityrequesterId(string, optional): Filter by requester user IDassigneeId(string, optional): Filter by assigned agent IDrecipientEmail(string, optional): Filter by original recipient email addressticketTags(string, optional): Filter by ticket tagsticketExternalId(string, optional): Filter by external IDcreatedDate(object, optional): Filter by creation date with operator (EQUALS, LESS_THAN_EQUALS, GREATER_THAN_EQUALS) and valueupdatedDate(object, optional): Filter by update date with operator and valuedueDate(object, optional): Filter by due date with operator and valuesort_by(string, optional): Sort field - Options: created_at, updated_at, priority, status, ticket_typesort_order(string, optional): Sort direction - Options: asc, desc
User Management
zendesk/create_user
zendesk/create_user
Description: Create a new user in Zendesk.Parameters:
name(string, required): User’s full nameemail(string, optional): User’s email address (e.g., “jane@example.com”)phone(string, optional): User’s phone numberrole(string, optional): User role - Options: admin, agent, end-userexternalId(string, optional): Unique identifier from another systemdetails(string, optional): Additional user detailsnotes(string, optional): Internal notes about the user
zendesk/update_user
zendesk/update_user
Description: Update an existing user’s information.Parameters:
userId(string, required): ID of the user to updatename(string, optional): Updated user nameemail(string, optional): Updated email (adds as secondary email on update)phone(string, optional): Updated phone numberrole(string, optional): Updated role - Options: admin, agent, end-userexternalId(string, optional): Updated external IDdetails(string, optional): Updated user detailsnotes(string, optional): Updated internal notes
zendesk/get_user_by_id
zendesk/get_user_by_id
Description: Retrieve a specific user by their ID.Parameters:
userId(string, required): The user ID to retrieve
zendesk/search_users
zendesk/search_users
Description: Search for users using various criteria.Parameters:
name(string, optional): Filter by user nameemail(string, optional): Filter by user email (e.g., “jane@example.com”)role(string, optional): Filter by role - Options: admin, agent, end-userexternalId(string, optional): Filter by external IDsort_by(string, optional): Sort field - Options: created_at, updated_atsort_order(string, optional): Sort direction - Options: asc, desc
Administrative Tools
zendesk/get_ticket_fields
zendesk/get_ticket_fields
Description: Retrieve all standard and custom fields available for tickets.Parameters:
paginationParameters(object, optional): Pagination settingspageCursor(string, optional): Page cursor for pagination
zendesk/get_ticket_audits
zendesk/get_ticket_audits
Description: Get audit records (read-only history) for tickets.Parameters:
ticketId(string, optional): Get audits for specific ticket (if empty, retrieves audits for all non-archived tickets, e.g., “1234”)paginationParameters(object, optional): Pagination settingspageCursor(string, optional): Page cursor for pagination
Custom Fields
Custom fields allow you to store additional information specific to your organization:Ticket Priority Levels
Understanding priority levels:- urgent - Critical issues requiring immediate attention
- high - Important issues that should be addressed quickly
- normal - Standard priority for most tickets
- low - Minor issues that can be addressed when convenient
Ticket Status Workflow
Standard ticket status progression:- new - Recently created, not yet assigned
- open - Actively being worked on
- pending - Waiting for customer response or external action
- hold - Temporarily paused
- solved - Issue resolved, awaiting customer confirmation
- closed - Ticket completed and closed
