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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.

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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

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Available Tools

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Ticket Management

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 assignee
  • ticketType (string, optional): Ticket type - Options: problem, incident, question, task
  • ticketPriority (string, optional): Priority level - Options: urgent, high, normal, low
  • ticketStatus (string, optional): Ticket status - Options: new, open, pending, hold, solved, closed
  • ticketDueAt (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 records
  • ticketCustomFields (object, optional): Custom field values in JSON format
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 subject
  • requesterName (string, required): Name of the user who requested this ticket
  • requesterEmail (string, required): Email of the user who requested this ticket
  • assigneeId (string, optional): Updated assignee ID - Use Connect Portal Workflow Settings
  • ticketType (string, optional): Updated ticket type - Options: problem, incident, question, task
  • ticketPriority (string, optional): Updated priority - Options: urgent, high, normal, low
  • ticketStatus (string, optional): Updated status - Options: new, open, pending, hold, solved, closed
  • ticketDueAt (string, optional): Updated due date (ISO 8601 timestamp)
  • ticketTags (string, optional): Updated tags array
  • ticketExternalId (string, optional): Updated external ID
  • ticketCustomFields (object, optional): Updated custom field values
Description: Retrieve a specific ticket by its ID.Parameters:
  • ticketId (string, required): The ticket ID to retrieve (e.g., “35436”)
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
Description: Search for tickets using various filters and criteria.Parameters:
  • ticketSubject (string, optional): Filter by text in ticket subject
  • ticketDescription (string, optional): Filter by text in ticket description and comments
  • ticketStatus (string, optional): Filter by status - Options: new, open, pending, hold, solved, closed
  • ticketType (string, optional): Filter by type - Options: problem, incident, question, task, no_type
  • ticketPriority (string, optional): Filter by priority - Options: urgent, high, normal, low, no_priority
  • requesterId (string, optional): Filter by requester user ID
  • assigneeId (string, optional): Filter by assigned agent ID
  • recipientEmail (string, optional): Filter by original recipient email address
  • ticketTags (string, optional): Filter by ticket tags
  • ticketExternalId (string, optional): Filter by external ID
  • createdDate (object, optional): Filter by creation date with operator (EQUALS, LESS_THAN_EQUALS, GREATER_THAN_EQUALS) and value
  • updatedDate (object, optional): Filter by update date with operator and value
  • dueDate (object, optional): Filter by due date with operator and value
  • sort_by (string, optional): Sort field - Options: created_at, updated_at, priority, status, ticket_type
  • sort_order (string, optional): Sort direction - Options: asc, desc

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User Management

Description: Create a new user in Zendesk.Parameters:
  • name (string, required): User’s full name
  • email (string, optional): User’s email address (e.g., “jane@example.com”)
  • phone (string, optional): User’s phone number
  • role (string, optional): User role - Options: admin, agent, end-user
  • externalId (string, optional): Unique identifier from another system
  • details (string, optional): Additional user details
  • notes (string, optional): Internal notes about the user
Description: Update an existing user’s information.Parameters:
  • userId (string, required): ID of the user to update
  • name (string, optional): Updated user name
  • email (string, optional): Updated email (adds as secondary email on update)
  • phone (string, optional): Updated phone number
  • role (string, optional): Updated role - Options: admin, agent, end-user
  • externalId (string, optional): Updated external ID
  • details (string, optional): Updated user details
  • notes (string, optional): Updated internal notes
Description: Retrieve a specific user by their ID.Parameters:
  • userId (string, required): The user ID to retrieve
Description: Search for users using various criteria.Parameters:
  • name (string, optional): Filter by user name
  • email (string, optional): Filter by user email (e.g., “jane@example.com”)
  • role (string, optional): Filter by role - Options: admin, agent, end-user
  • externalId (string, optional): Filter by external ID
  • sort_by (string, optional): Sort field - Options: created_at, updated_at
  • sort_order (string, optional): Sort direction - Options: asc, desc

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Administrative Tools

Description: Retrieve all standard and custom fields available for tickets.Parameters:
  • paginationParameters (object, optional): Pagination settings
    • pageCursor (string, optional): Page cursor for pagination
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 settings
    • pageCursor (string, optional): Page cursor for pagination

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Custom Fields

Custom fields allow you to store additional information specific to your organization: 
[
  { "id": 27642, "value": "745" },
  { "id": 27648, "value": "yes" }
]

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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

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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

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Usage Examples

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Basic Zendesk Agent Setup

from crewai import Agent, Task, Crew
from crewai_tools import CrewaiEnterpriseTools

# Get enterprise tools (Zendesk tools will be included)
enterprise_tools = CrewaiEnterpriseTools(
    enterprise_token="your_enterprise_token"
)

# Create an agent with Zendesk capabilities
zendesk_agent = Agent(
    role="Support Manager",
    goal="Manage customer support tickets and provide excellent customer service",
    backstory="An AI assistant specialized in customer support operations and ticket management.",
    tools=[enterprise_tools]
)

# Task to create a new support ticket
create_ticket_task = Task(
    description="Create a high-priority support ticket for John Smith who is unable to access his account after password reset",
    agent=zendesk_agent,
    expected_output="Support ticket created successfully with ticket ID"
)

# Run the task
crew = Crew(
    agents=[zendesk_agent],
    tasks=[create_ticket_task]
)

crew.kickoff()

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Filtering Specific Zendesk Tools

from crewai_tools import CrewaiEnterpriseTools

# Get only specific Zendesk tools
enterprise_tools = CrewaiEnterpriseTools(
    enterprise_token="your_enterprise_token",
    actions_list=["zendesk_create_ticket", "zendesk_update_ticket", "zendesk_add_comment_to_ticket"]
)

support_agent = Agent(
    role="Customer Support Agent",
    goal="Handle customer inquiries and resolve support issues efficiently",
    backstory="An experienced support agent who specializes in ticket resolution and customer communication.",
    tools=enterprise_tools
)

# Task to manage support workflow
support_task = Task(
    description="Create a ticket for login issues, add troubleshooting comments, and update status to resolved",
    agent=support_agent,
    expected_output="Support ticket managed through complete resolution workflow"
)

crew = Crew(
    agents=[support_agent],
    tasks=[support_task]
)

crew.kickoff()

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Advanced Ticket Management

from crewai import Agent, Task, Crew
from crewai_tools import CrewaiEnterpriseTools

enterprise_tools = CrewaiEnterpriseTools(
    enterprise_token="your_enterprise_token"
)

ticket_manager = Agent(
    role="Ticket Manager",
    goal="Manage support ticket workflows and ensure timely resolution",
    backstory="An AI assistant that specializes in support ticket triage and workflow optimization.",
    tools=[enterprise_tools]
)

# Task to manage ticket lifecycle
ticket_workflow = Task(
    description="""
    1. Create a new support ticket for account access issues
    2. Add internal notes with troubleshooting steps
    3. Update ticket priority based on customer tier
    4. Add resolution comments and close the ticket
    """,
    agent=ticket_manager,
    expected_output="Complete ticket lifecycle managed from creation to resolution"
)

crew = Crew(
    agents=[ticket_manager],
    tasks=[ticket_workflow]
)

crew.kickoff()

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Support Analytics and Reporting

from crewai import Agent, Task, Crew
from crewai_tools import CrewaiEnterpriseTools

enterprise_tools = CrewaiEnterpriseTools(
    enterprise_token="your_enterprise_token"
)

support_analyst = Agent(
    role="Support Analyst",
    goal="Analyze support metrics and generate insights for team performance",
    backstory="An analytical AI that excels at extracting insights from support data and ticket patterns.",
    tools=[enterprise_tools]
)

# Complex task involving analytics and reporting
analytics_task = Task(
    description="""
    1. Search for all open tickets from the last 30 days
    2. Analyze ticket resolution times and customer satisfaction
    3. Identify common issues and support patterns
    4. Generate weekly support performance report
    """,
    agent=support_analyst,
    expected_output="Comprehensive support analytics report with performance insights and recommendations"
)

crew = Crew(
    agents=[support_analyst],
    tasks=[analytics_task]
)

crew.kickoff()
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