--- title: Zendesk Ticket Management slug: connectors/zendesk-ticket-management docTags: createdAt: 2026-06-09T16:29:34.672Z --- Zendesk Ticket Management is a comprehensive customer support solution that centralizes ticket tracking, resolution, and reporting for organizations of all sizes. Zendesk is a leading cloud-based customer service and support platform that enables organizations to efficiently manage and resolve customer inquiries through ticketing. This connector empowers Swimlane Turbine users to automate the full lifecycle of Zendesk ticket management—including ticket creation, updates, status changes, comment handling, attachment management, and organization tracking—directly within low-code security workflows. By integrating Zendesk with Swimlane Turbine, security and IT teams can streamline incident response, accelerate ticket triage, and ensure seamless collaboration between security operations and support teams. This integration reduces manual effort, improves response times, and enhances visibility across both security and support environments. Zendesk Connector integrates with Zendesk Ticketing API's to process, manage, and track customer issues/tickets from submission to resolution. ## Prerequisites Before using the Zendesk Ticket Management connector, ensure you have the following authentication credentials and configuration details: - OAuth 2.0 Password authentication requires: - URL: The base URL of your Zendesk instance (e.g., [https://yourcompany.zendesk.com](https://yourcompany.zendesk.com)) - Email Id: The email address associated with your Zendesk account - Password: The password for your Zendesk account - Client ID: The OAuth client identifier registered in Zendesk - Scopes: The permissions required for API access (e.g., read, write) - HTTP Basic authentication requires: - URL: The base URL of your Zendesk instance - Email Id: The email address for authentication - Password: The password for the specified user - Custom authentication (Username and API Token) requires: - URL: The base URL of your Zendesk instance - Email Id: The email address linked to your Zendesk account - API Token: A valid Zendesk API token generated from your account settings - OAuth 2.0 Client Credentials authentication requires: *... and so on* ## Configuring an Asset - **Host** (**required**) = The hostname of the product's API. - **Authentication Type** (**required**) = Type of authentication to use for this API. - Options: **http\_basic**, **custom**, **oauth2\_password**, **oauth2\_client\_credentials** - **Verify SSL** = Toggle SSL verification support. - **HTTP Proxy** = A proxy URL where all requests can get routed through. ### Basic Authentication This means you have select ***Authentication Type*** to be **http\_basic**. - **Email Id** (**required**) = The Account Email Id. - **Password** (**required**) = The Account Password. ### Custom Token Authentication This means you have select ***Authentication Type*** to be **custom**. - **Email Id** (**required**) = The Account Email Id. - **API Token** (**required**) = Value of the API token. ### OAuth2.0 Password Authentication This means you have select ***Authentication Type*** to be **oauth2\_password**. - **OAuth2 Client ID** (**required**) = Client ID. - **Email Id** (**required**) = Account Email ID. - **Password** (**required**) = Account Password. - **Scopes** (**required**) = Space separated string of scopes to apply to the access token. ### OAuth2.0 Client Credentials Authentication This means you have select ***Authentication Type*** to be **oauth2\_client\_credentials**. Use this method for server-to-server automation where no user is available at runtime to approve access. The access token inherits the permissions of the admin user who created the OAuth client. - **URL** (**required**) = The Zendesk subdomain URL (for example, `https://{subdomain}.zendesk.com`). - **Client Identifier** (**required**) = The **Identifier** string from the OAuth client in Zendesk Admin Center (Apps and integrations > APIs > OAuth clients). This is not the numeric client ID returned by [List Clients](https://developer.zendesk.com/api-reference/ticketing/oauth/oauth_clients/#list-clients). - **Client Secret** (**required**) = The Secret value from the OAuth client in Zendesk Admin Center. - **Scopes** (**required**) = A space-separated string of scope values (for example, `tickets:read tickets:write`). - **Expires In** (**required**) = Number of seconds the access token is valid. Must be between 300 seconds (5 minutes) and 172,800 seconds (2 days). **Recommended scopes for most connector actions:** `tickets:read tickets:write` Add additional scopes only if your workflows require them (for example, `users:read`, `organizations:read`, or `attachments:read`). **Zendesk OAuth client requirements:** - The OAuth client must be configured as a **confidential** client. Public clients cannot use the client credentials flow. - If the OAuth client has allowed scopes configured, the requested scopes must be included in that list. - This flow does not return a refresh token. When the access token expires, the connector requests a new one using the same client credentials. ## Capabilities This connector provides the following capabilities: - Create Ticket - Delete Ticket - List Comments - List Custom Ticket Statuses - List Recent Tickets - List Tickets - List Tickets By Organisation - List Tickets By User Status - List Organizations - Redact Comment Attachment - Show Organization - Show Ticket - Show Ticket Metrics By Ticket - Update Attachment For Malware - Update Custom Ticket Status *... and so on* ## Action setup ### Upload Files action: 1. Create playbook with upload files action from zendesk connector. 2. Open upload files action and select playbook input attachments to form data files input and select other required values and asset. 3. Trigger playbook from upstream actions or applications by passing attachment. ## Notes - Below steps are required to access API's. - Zendesk Account creation. - Navigate to https\://.zendesk.com/admin/apps-integrations/apis/zendesk-api/ - Toggle Password access (by default its disabled) for accessing api's through basic authentication. - Toggle Token access and create tokens for accessing api's through custom token authentication. - Create OAuth clients to access the API through bearer tokens generated by the OAuth mechanism. - For **oauth2\_client\_credentials**, create a **confidential** OAuth client in Zendesk Admin Center and use the **Identifier** and **Secret** values from that client. See [Create Token for Grant Type](https://developer.zendesk.com/api-reference/ticketing/oauth/grant_type_tokens/#create-token-for-grant-type). - For **oauth2\_password**, the numeric client ID can be fetched using [List Clients](https://developer.zendesk.com/api-reference/ticketing/oauth/oauth_clients/#list-clients). ## Api Specific Links - [List Tickets](https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-tickets) - [Create Ticket](https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket) - [Update Ticket](https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket) - [Update Many Tickets](https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-many-tickets) - [Delete Ticket](https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#delete-ticket) - [List Custom Ticket Statuses](https://developer.zendesk.com/api-reference/ticketing/tickets/custom_ticket_statuses/#list-custom-ticket-statuses) - [Update Custom Ticket Status](https://developer.zendesk.com/api-reference/ticketing/tickets/custom_ticket_statuses/#update-custom-ticket-status) - [Upload Files](https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-attachments/#upload-files) - [Update Attachment for Malware](https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-attachments/#update-attachment-for-malware) - [Redact Comment Attachment](https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-attachments/#redact-comment-attachment) - \[List Organizations] ([https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#list-organizations](https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#list-organizations)) - \[Show Organization] ([https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#show-organization](https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#show-organization)) - \[Show Ticket Metrics By Ticket] ([https://developer.zendesk.com/api-reference/ticketing/tickets/ticket\_metrics/#show-ticket-metrics-by-ticket](https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#show-ticket-metrics-by-ticket)) # Configurations ## Zendesk API Custom Token Authentication Authenticates using Username and Api Token. ### Configuration Parameters | **Parameter** | **Description** | **Type** | **Required** | | ------------- | ---------------------------------- | -------- | ------------ | | url | A URL to the target host. | string | Required | | username | Account Email Id. | string | Required | | apiToken | API Token. | string | Required | | verify\_ssl | Verify SSL certificate | boolean | Optional | | http\_proxy | A proxy to route requests through. | string | Optional | ## Zendesk API HTTP Basic Authentication Authenticates using username and password. ### Configuration Parameters | **Parameter** | **Description** | **Type** | **Required** | | ------------- | ---------------------------------- | -------- | ------------ | | url | A URL to the target host. | string | Required | | username | Account Email Id | string | Required | | password | Account Password | string | Required | | verify\_ssl | Verify SSL certificate | boolean | Optional | | http\_proxy | A proxy to route requests through. | string | Optional | ## Zendesk Oauth 2.0 Client Credentials Zendesk Authenticates using oauth 2.0 client credentials ### Configuration Parameters | **Parameter** | **Description** | **Type** | **Required** | | -------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | ------------ | | url | A URL to the target host. | string | Required | | client\_id | The Identifier value specified in an OAuth client in the Zendesk Admin Center. | string | Required | | client\_secret | The Secret value specified in an OAuth client in the Admin Center. | string | Required | | scope | Permission scopes for this action. A space-separated string of scope values. | string | Required | | expires\_in | Number of seconds the access token is valid. Must be greater than or equal to 300 seconds (5 minutes) and less than or equal to 172,800 seconds (2 days). | number | Required | | verify\_ssl | Verify SSL certificate | boolean | Optional | | http\_proxy | A proxy to route requests through. | string | Optional | ## Zendesk API Oauth 2.0 Password Grant Authenticates using oauth 2.0 client credentials ### Configuration Parameters | **Parameter** | **Description** | **Type** | **Required** | | ---------------- | ---------------------------------- | -------- | ------------ | | url | A URL to the target host. | string | Required | | oauth2\_username | The email Id of Account | string | Required | | oauth2\_password | The password for Account | string | Required | | client\_id | The client ID | number | Required | | scope | Permission scopes for this action. | array | Required | | verify\_ssl | Verify SSL certificate | boolean | Optional | | http\_proxy | A proxy to route requests through. | string | Optional | # Actions ## Create Ticket Create a new ticket in Zendesk with specified properties by providing a 'ticket' object in the JSON body. ### Endpoint - **URL:** `/api/v2/tickets` - **Method:** `POST` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------- | -------- | ------------ | --------------------------- | | `ticket` | object | Optional | Parameter for Create Ticket | | `ticket.comment` | object | Required | Parameter for Create Ticket | | `ticket.comment.body` | string | Optional | Request body data | | `ticket.priority` | string | Optional | Parameter for Create Ticket | | `ticket.subject` | string | Optional | Parameter for Create Ticket | ### Input Example `{"json_body":{"ticket":{"comment":{"body":"The smoke is very colorful."},"priority":"urgent","subject":"My printer is on fire!"}}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------ | -------- | ------------------------------------ | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `ticket` | object | Output field: ticket | | `ticket.url` | string | URL endpoint for the request | | `ticket.id` | number | Unique identifier | | `ticket.external_id` | object | Unique identifier | | `ticket.via` | object | Output field: ticket.via | | `ticket.via.channel` | string | Output field: ticket.via.channel | | `ticket.via.source` | object | Output field: ticket.via.source | | `ticket.via.source.from` | object | Output field: ticket.via.source.from | | `ticket.via.source.to` | object | Output field: ticket.via.source.to | | `ticket.via.source.rel` | object | Output field: ticket.via.source.rel | | `ticket.created_at` | string | Output field: ticket.created\_at | | `ticket.updated_at` | string | Output field: ticket.updated\_at | | `ticket.type` | object | Type of the resource | | `ticket.subject` | string | Output field: ticket.subject | | `ticket.raw_subject` | string | Output field: ticket.raw\_subject | | `ticket.description` | string | Output field: ticket.description | | `ticket.priority` | string | Output field: ticket.priority | | `ticket.status` | string | Status value | | `ticket.recipient` | object | Output field: ticket.recipient | | `ticket.requester_id` | number | Unique identifier | | `ticket.submitter_id` | number | Unique identifier | | `ticket.assignee_id` | number | Unique identifier | | `ticket.organization_id` | number | Unique identifier | ### Output Example `{"ticket":{"url":"https://example.com/api/resource","id":123,"external_id":{},"via":{"channel":"string","source":{}},"created_at":"string","updated_at":"string","type":{},"subject":"string","raw_subject":"string","description":"string","priority":"string","status":"active","recipient":{},"requester_id":123,"submitter_id":123},"audit":{"id":123,"ticket_id":123,"created_at":"string","author_id":123,"metadata":{"system":{},"custom":{}},"events":[{}],"via":{"channel":"string","source":{}}}}` ## Delete Ticket Remove a specified ticket from Zendesk Ticket Management using the provided ticket ID. ### Endpoint - **URL:** `/api/v2/tickets/{{ticket_id}}` - **Method:** `DELETE` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------------- | -------- | ------------ | --------------------- | | `path_parameters.ticket_id` | number | Required | The ID of the ticket. | ### Input Example `{"path_parameters":{"ticket_id":6}}` ### Output | **Parameter** | **Type** | **Description** | | --------------- | -------- | -------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `response_text` | string | Output field: response\_text | ### Output Example `{"status_code":204,"response_headers":{"Date":"Mon, 05 Feb 2024 07:47:20 GMT","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19886","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"41","strict-transport-security":"max-age=31536000; includeSubDomains","cache-control":"no-cache","set-cookie":"_zendesk_cookie=BAhJIhl7ImRldmljZV90b2tlbnMiOnt9fQY6BkVU--0bf...` ## List Comments Retrieve all comments from a specified Zendesk ticket, including attachment and voice recording URLs, by providing the ticket ID. ### Endpoint - **URL:** `/api/v2/tickets/{{ticket_id}}/comments` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ---------------------------------- | -------- | ------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `path_parameters.ticket_id` | number | Required | The ID of the ticket. | | `parameters.include` | string | Optional | Accepts "users". Use this parameter to list email CCs by side-loading users. Example- ?include=users. Note- If the comment source is email, a deleted user will be represented as the CCd email address. If the comment source is anything else, a deleted user will be represented as the user name. | | `parameters.include_inline_images` | boolean | Optional | Default is false. When true, inline images are also listed as attachments in the response. | | `parameters.sort` | string | Optional | Possible values are "created\_at" (ascending order) or "-created\_at" (descending order). | | `parameters.sort_order` | string | Optional | One of asc, desc. Defaults to asc. | ### Input Example `{"parameters":{"include":"users","include_inline_images":true,"sort":"created_at","sort_order":"asc"},"path_parameters":{"ticket_id":"1"}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------------------- | -------- | ---------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `comments` | array | Output field: comments | | `comments.attachments` | array | Output field: comments.attachments | | `comments.audit_id` | number | Unique identifier | | `comments.author_id` | number | Unique identifier | | `comments.body` | string | Request body data | | `comments.created_at` | string | Output field: comments.created\_at | | `comments.id` | number | Unique identifier | | `comments.metadata` | object | Response data | | `comments.metadata.system` | object | Response data | | `comments.metadata.system.client` | string | Response data | | `comments.metadata.system.ip_address` | string | Response data | | `comments.metadata.system.latitude` | number | Response data | | `comments.metadata.system.location` | string | Response data | | `comments.metadata.system.longitude` | number | Response data | | `comments.metadata.via` | object | Response data | | `comments.metadata.via.channel` | string | Response data | | `comments.metadata.via.source` | object | Response data | | `comments.metadata.via.source.from` | object | Response data | | `comments.metadata.via.source.rel` | string | Response data | | `comments.metadata.via.source.to` | object | Response data | | `comments.public` | boolean | Output field: comments.public | | `comments.type` | string | Type of the resource | ### Output Example `{"json_body":{"comments":[{}]},"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 07:14:53 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"7","strict-transport-security":"max-age=31536000; includeSubDom...` ## List Custom Ticket Statuses Retrieve all undeleted custom ticket statuses available in your Zendesk Ticket Management account. ### Endpoint - **URL:** `/api/v2/custom_statuses` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------------ | -------- | ------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `parameters.active` | boolean | Optional | If true, show only active custom ticket statuses. If false, show only inactive custom ticket statuses. If the filter is not used, show all custom ticket statuses. | | `parameters.default` | boolean | Optional | If true, show only default custom ticket statuses. If false, show only non-default custom ticket statuses. If the filter is not used, show all custom ticket statuses. | | `parameters.status_categories` | string | Optional | Filter the list of custom ticket statuses by a comma-separated list of status categories. | ### Input Example `{"parameters":{"active":true,"default":true,"status_categories":"pending"}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------------------------ | -------- | -------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `custom_statuses` | array | Status value | | `custom_statuses.url` | string | URL endpoint for the request | | `custom_statuses.id` | number | Unique identifier | | `custom_statuses.status_category` | string | Status value | | `custom_statuses.agent_label` | string | Status value | | `custom_statuses.raw_agent_label` | string | Status value | | `custom_statuses.end_user_label` | string | Status value | | `custom_statuses.raw_end_user_label` | string | Status value | | `custom_statuses.description` | string | Status value | | `custom_statuses.raw_description` | string | Status value | | `custom_statuses.end_user_description` | string | Status value | | `custom_statuses.raw_end_user_description` | string | Status value | | `custom_statuses.active` | boolean | Status value | | `custom_statuses.default` | boolean | Status value | | `custom_statuses.created_at` | string | Status value | | `custom_statuses.updated_at` | string | Status value | | `next_page` | object | Output field: next\_page | | `previous_page` | object | Output field: previous\_page | | `count` | number | Count value | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 07:14:53 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"7","strict-transport-security":"max-age=31536000; includeSubDomains","etag":"W/\"46b9e823c59d...` ## List Organizations Retrieve a list of organizations from Zendesk Ticket Management to streamline ticket handling and improve organizational management. ### Endpoint - **URL:** `/api/v2/ororganizations` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ---------------------------------------- | -------- | ------------ | ----------------------------------------------------------------------------------- | | `parameters.include_boundary_indicators` | boolean | Optional | When true, includes has\_more indicator in the cursor pagination response meta. | | `parameters.include_item_cursors` | boolean | Optional | When true, includes cursor values for each item in the cursor pagination response. | | `parameters.page` | number | Optional | The page number to retrieve. | | `parameters.per_page` | number | Optional | The number of organizations to retrieve per page. | | `parameters.sort` | string | Optional | The field by which to sort the organizations. Prefix with '-' for descending order. | ### Input Example `{"parameters":{"include_boundary_indicators":false,"include_item_cursors":true,"page":2,"per_page":40,"sort":"-created_at"}}` ### Output | **Parameter** | **Type** | **Description** | | ----------------------------------------------- | -------- | -------------------------------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `count` | number | Count value | | `next_page` | object | Output field: next\_page | | `organizations` | array | Output field: organizations | | `organizations.created_at` | string | Output field: organizations.created\_at | | `organizations.details` | string | Output field: organizations.details | | `organizations.domain_names` | array | Name of the resource | | `organizations.external_id` | string | Unique identifier | | `organizations.group_id` | object | Unique identifier | | `organizations.id` | number | Unique identifier | | `organizations.name` | string | Name of the resource | | `organizations.notes` | string | Output field: organizations.notes | | `organizations.organization_fields` | object | Output field: organizations.organization\_fields | | `organizations.organization_fields.datepudding` | string | Output field: organizations.organization\_fields.datepudding | | `organizations.organization_fields.org_field_1` | string | Output field: organizations.organization\_fields.org\_field\_1 | | `organizations.organization_fields.org_field_2` | string | Output field: organizations.organization\_fields.org\_field\_2 | | `organizations.shared_comments` | boolean | Output field: organizations.shared\_comments | | `organizations.shared_tickets` | boolean | Output field: organizations.shared\_tickets | | `organizations.tags` | array | Output field: organizations.tags | | `organizations.updated_at` | string | Output field: organizations.updated\_at | | `organizations.url` | string | URL endpoint for the request | | `previous_page` | object | Output field: previous\_page | ### Output Example `{"status_code":200,"reason":"OK","json_body":{"count":2,"next_page":null,"organizations":[{},{}],"previous_page":null}}` ## List Recent Tickets Retrieve the most recent tickets from Zendesk Ticket Management for efficient ticket tracking and response. ### Endpoint - **URL:** `/api/v2/tickets/recent` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------ | -------- | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `parameters.sort_by` | string | Optional | Parameters for the List Recent Tickets action | | `parameters.sort_order` | string | Optional | One of asc, desc. Defaults to asc. | | `parameters.external_id` | string | Optional | Lists tickets by external id. External ids don't have to be unique for each ticket. As a result, the request may return multiple tickets with the same external id. | ### Input Example `{"parameters":{"sort_by":"created_at","sort_order":"asc","external_id":""}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------- | -------- | ------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `tickets` | array | Output field: tickets | | `tickets.url` | string | URL endpoint for the request | | `tickets.id` | number | Unique identifier | | `tickets.external_id` | object | Unique identifier | | `tickets.via` | object | Output field: tickets.via | | `tickets.via.channel` | string | Output field: tickets.via.channel | | `tickets.via.source` | object | Output field: tickets.via.source | | `tickets.via.source.from` | object | Output field: tickets.via.source.from | | `tickets.via.source.to` | object | Output field: tickets.via.source.to | | `tickets.via.source.rel` | object | Output field: tickets.via.source.rel | | `tickets.created_at` | string | Output field: tickets.created\_at | | `tickets.updated_at` | string | Output field: tickets.updated\_at | | `tickets.type` | object | Type of the resource | | `tickets.subject` | string | Output field: tickets.subject | | `tickets.raw_subject` | string | Output field: tickets.raw\_subject | | `tickets.description` | string | Output field: tickets.description | | `tickets.priority` | string | Output field: tickets.priority | | `tickets.status` | string | Status value | | `tickets.recipient` | object | Output field: tickets.recipient | | `tickets.requester_id` | number | Unique identifier | | `tickets.submitter_id` | number | Unique identifier | | `tickets.assignee_id` | number | Unique identifier | | `tickets.organization_id` | number | Unique identifier | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 11:48:35 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-zendesk-api-warn":"{:allowed_parameters=>{:controller=>\"tickets\", :action=>\"recent\", :unpermitted_k...","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","...` ## List Tickets Retrieve all tickets from Zendesk Ticket Management with optional filters for efficient ticket management and review. ### Endpoint - **URL:** `/api/v2/tickets` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------ | -------- | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `parameters.sort_by` | string | Optional | Parameters for the List Tickets action | | `parameters.sort_order` | string | Optional | One of asc, desc. Defaults to asc. | | `parameters.external_id` | string | Optional | Lists tickets by external id. External ids don't have to be unique for each ticket. As a result, the request may return multiple tickets with the same external id. | ### Input Example `{"parameters":{"sort_by":"created_at","sort_order":"asc","external_id":""}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------- | -------- | ------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `tickets` | array | Output field: tickets | | `tickets.url` | string | URL endpoint for the request | | `tickets.id` | number | Unique identifier | | `tickets.external_id` | object | Unique identifier | | `tickets.via` | object | Output field: tickets.via | | `tickets.via.channel` | string | Output field: tickets.via.channel | | `tickets.via.source` | object | Output field: tickets.via.source | | `tickets.via.source.from` | object | Output field: tickets.via.source.from | | `tickets.via.source.to` | object | Output field: tickets.via.source.to | | `tickets.via.source.rel` | object | Output field: tickets.via.source.rel | | `tickets.created_at` | string | Output field: tickets.created\_at | | `tickets.updated_at` | string | Output field: tickets.updated\_at | | `tickets.type` | string | Type of the resource | | `tickets.subject` | string | Output field: tickets.subject | | `tickets.raw_subject` | string | Output field: tickets.raw\_subject | | `tickets.description` | string | Output field: tickets.description | | `tickets.priority` | string | Output field: tickets.priority | | `tickets.status` | string | Status value | | `tickets.recipient` | object | Output field: tickets.recipient | | `tickets.requester_id` | number | Unique identifier | | `tickets.submitter_id` | number | Unique identifier | | `tickets.assignee_id` | number | Unique identifier | | `tickets.organization_id` | object | Unique identifier | ### Output Example `{"status_code":200,"response_headers":{"Date":"Fri, 09 Feb 2024 04:09:50 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19948","x-frame-options":"SAMEORIGIN","zendesk-ratelimit-tickets-index":"total=100; remaining=99; resets=10","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"10","strict-transport-...` ## List Tickets by Organisation Retrieve all Zendesk tickets linked to a specified organization ID for efficient ticket management and tracking. ### Endpoint - **URL:** `/api/v2/organizations/{{organization_id}}/tickets` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------------------- | -------- | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `path_parameters.organization_id` | number | Required | Parameters for the List Tickets by Organisation action | | `parameters.sort_by` | string | Optional | Parameters for the List Tickets by Organisation action | | `parameters.sort_order` | string | Optional | One of asc, desc. Defaults to asc. | | `parameters.external_id` | string | Optional | Lists tickets by external id. External ids don't have to be unique for each ticket. As a result, the request may return multiple tickets with the same external id. | ### Input Example `{"parameters":{"sort_by":"created_at","sort_order":"asc","external_id":""},"path_parameters":{"organization_id":12466318517148}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------- | -------- | ------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `tickets` | array | Output field: tickets | | `tickets.url` | string | URL endpoint for the request | | `tickets.id` | number | Unique identifier | | `tickets.external_id` | object | Unique identifier | | `tickets.via` | object | Output field: tickets.via | | `tickets.via.channel` | string | Output field: tickets.via.channel | | `tickets.via.source` | object | Output field: tickets.via.source | | `tickets.via.source.from` | object | Output field: tickets.via.source.from | | `tickets.via.source.to` | object | Output field: tickets.via.source.to | | `tickets.via.source.rel` | object | Output field: tickets.via.source.rel | | `tickets.created_at` | string | Output field: tickets.created\_at | | `tickets.updated_at` | string | Output field: tickets.updated\_at | | `tickets.type` | object | Type of the resource | | `tickets.subject` | string | Output field: tickets.subject | | `tickets.raw_subject` | string | Output field: tickets.raw\_subject | | `tickets.description` | string | Output field: tickets.description | | `tickets.priority` | string | Output field: tickets.priority | | `tickets.status` | string | Status value | | `tickets.recipient` | object | Output field: tickets.recipient | | `tickets.requester_id` | number | Unique identifier | | `tickets.submitter_id` | number | Unique identifier | | `tickets.assignee_id` | number | Unique identifier | | `tickets.organization_id` | number | Unique identifier | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 12:00:37 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","zendesk-ratelimit-tickets-index":"total=100; remaining=99; resets=23","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"23","strict-transport-...` ## List Tickets by User Status Retrieve a list of Zendesk tickets filtered by the specified user's ID and ticket status, enabling targeted ticket management based on user activity. ### Endpoint - **URL:** `/api/v2/users/{{user_id}}/tickets/{{status}}` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------- | -------- | ------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `path_parameters.user_id` | number | Required | The Id of User. | | `path_parameters.status` | string | Required | Users status related to ticket. Possible values are "ccd" - lists tickets that the specified user is cc'd on, "followed" - lists tickets that the specified user is following , "recent" - lists tickets that the requesting agent recently viewed in the agent interface, not recently created or updated tickets (unless by the agent recently in the agent interface) and "requested". | | `parameters.sort_by` | string | Optional | Parameters for the List Tickets by User Status action | | `parameters.sort_order` | string | Optional | One of asc, desc. Defaults to asc. | | `parameters.external_id` | string | Optional | Lists tickets by external id. External ids don't have to be unique for each ticket. As a result, the request may return multiple tickets with the same external id. | ### Input Example `{"parameters":{"sort_by":"created_at","sort_order":"asc","external_id":""},"path_parameters":{"user_id":12466361984028,"status":"requested"}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------- | -------- | ------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `tickets` | array | Output field: tickets | | `tickets.url` | string | URL endpoint for the request | | `tickets.id` | number | Unique identifier | | `tickets.external_id` | object | Unique identifier | | `tickets.via` | object | Output field: tickets.via | | `tickets.via.channel` | string | Output field: tickets.via.channel | | `tickets.via.source` | object | Output field: tickets.via.source | | `tickets.via.source.from` | object | Output field: tickets.via.source.from | | `tickets.via.source.to` | object | Output field: tickets.via.source.to | | `tickets.via.source.rel` | object | Output field: tickets.via.source.rel | | `tickets.created_at` | string | Output field: tickets.created\_at | | `tickets.updated_at` | string | Output field: tickets.updated\_at | | `tickets.type` | object | Type of the resource | | `tickets.subject` | string | Output field: tickets.subject | | `tickets.raw_subject` | string | Output field: tickets.raw\_subject | | `tickets.description` | string | Output field: tickets.description | | `tickets.priority` | string | Output field: tickets.priority | | `tickets.status` | string | Status value | | `tickets.recipient` | object | Output field: tickets.recipient | | `tickets.requester_id` | number | Unique identifier | | `tickets.submitter_id` | number | Unique identifier | | `tickets.assignee_id` | number | Unique identifier | | `tickets.organization_id` | number | Unique identifier | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 11:58:38 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-zendesk-api-warn":"{:allowed_parameters=>{:controller=>\"tickets\", :action=>\"requested\", :unpermitte...","x-frame-options":"SAMEORIGIN","cache-control":"max-age=60, private","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remainin...` ## Redact Comment Attachment Permanently removes an attachment from a ticket comment in Zendesk and replaces it with 'redacted.txt'. Requires the attachment ID, comment ID, and ticket ID. ### Endpoint - **URL:** `/api/v2/tickets/{{ticket_id}}/comments/{{comment_id}}/attachments/{{attachment_id}}/redact` - **Method:** `PUT` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------------- | -------- | ------------ | ------------------------- | | `path_parameters.attachment_id` | number | Required | The ID of the attachment. | | `path_parameters.comment_id` | number | Required | The ID of the comment. | | `path_parameters.ticket_id` | number | Required | The ID of the ticket. | ### Input Example `{"path_parameters":{"attachment_id":12518207771420,"comment_id":12518214862364,"ticket_id":14}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------------------ | -------- | ----------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `attachment` | object | Output field: attachment | | `attachment.url` | string | URL endpoint for the request | | `attachment.id` | number | Unique identifier | | `attachment.file_name` | string | Name of the resource | | `attachment.content_url` | string | URL endpoint for the request | | `attachment.mapped_content_url` | string | URL endpoint for the request | | `attachment.content_type` | string | Type of the resource | | `attachment.size` | number | Output field: attachment.size | | `attachment.width` | number | Unique identifier | | `attachment.height` | number | Output field: attachment.height | | `attachment.inline` | boolean | Output field: attachment.inline | | `attachment.deleted` | boolean | Output field: attachment.deleted | | `attachment.malware_access_override` | boolean | Unique identifier | | `attachment.malware_scan_result` | string | Result of the operation | | `attachment.thumbnails` | array | Output field: attachment.thumbnails | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 11:13:04 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"56","strict-transport-security":"max-age=31536000; includeSubDomains","etag":"W/\"b9e448c087f...` ## Show Organization Retrieve detailed information about a specific organization in Zendesk Ticket Management using the provided organization ID. ### Endpoint - **URL:** `/api/v2/organizations/{{organization_id}}` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ---------------------------------------- | -------- | ------------ | ---------------------------------------------------------------------------------- | | `parameters.include` | string | Optional | Include additional related data. | | `parameters.include_boundary_indicators` | boolean | Optional | When true, includes has\_more indicator in the cursor pagination response meta. | | `parameters.include_item_cursors` | boolean | Optional | When true, includes cursor values for each item in the cursor pagination response. | | `path_parameters.organization_id` | number | Required | The ID of the organization to show. | ### Input Example `{"parameters":{"include":"metrics","include_boundary_indicators":false,"include_item_cursors":true},"path_parameters":{"organization_id":24}}` ### Output | **Parameter** | **Type** | **Description** | | ---------------------------------------------- | -------- | ------------------------------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `organization` | object | Output field: organization | | `organization.created_at` | string | Output field: organization.created\_at | | `organization.details` | string | Output field: organization.details | | `organization.domain_names` | array | Name of the resource | | `organization.external_id` | object | Unique identifier | | `organization.group_id` | number | Unique identifier | | `organization.id` | number | Unique identifier | | `organization.name` | string | Name of the resource | | `organization.notes` | string | Output field: organization.notes | | `organization.organization_fields` | object | Output field: organization.organization\_fields | | `organization.organization_fields.datepudding` | string | Output field: organization.organization\_fields.datepudding | | `organization.organization_fields.org_field_1` | string | Output field: organization.organization\_fields.org\_field\_1 | | `organization.organization_fields.org_field_2` | string | Output field: organization.organization\_fields.org\_field\_2 | | `organization.shared_comments` | boolean | Output field: organization.shared\_comments | | `organization.shared_tickets` | boolean | Output field: organization.shared\_tickets | | `organization.tags` | array | Output field: organization.tags | | `organization.updated_at` | string | Output field: organization.updated\_at | | `organization.url` | string | URL endpoint for the request | ### Output Example `{"status_code":200,"reason":"OK","json_body":{"organization":{"created_at":"2018-11-14T00:14:52Z","details":"caterpillar =)","domain_names":[],"external_id":null,"group_id":1835962,"id":4112492,"name":"Groablet Enterprises","notes":"donkey","organization_fields":{},"shared_comments":false,"shared_tickets":false,"tags":[],"updated_at":"2018-11-14T00:54:22Z","url":"https://example.zendesk.com/api/v2/organizations/4112492"}}}` ## Show Ticket Retrieve comprehensive details of a Zendesk ticket using the ticket ID, excluding any associated comments. ### Endpoint - **URL:** `/api/v2/tickets/{{ticket_id}}` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------------- | -------- | ------------ | --------------------- | | `path_parameters.ticket_id` | number | Required | The ID of the ticket. | ### Input Example `{"path_parameters":{"ticket_id":"1"}}` ### Output | **Parameter** | **Type** | **Description** | | ---------------------------- | -------- | -------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `attachments` | array | Output field: attachments | | `author_id` | number | Unique identifier | | `body` | string | Request body data | | `created_at` | string | Output field: created\_at | | `id` | number | Unique identifier | | `metadata` | object | Response data | | `metadata.system` | object | Response data | | `metadata.system.client` | string | Response data | | `metadata.system.ip_address` | string | Response data | | `metadata.system.latitude` | number | Response data | | `metadata.system.location` | string | Response data | | `metadata.system.longitude` | number | Response data | | `metadata.via` | object | Response data | | `metadata.via.channel` | string | Response data | | `metadata.via.source` | object | Response data | | `metadata.via.source.from` | object | Response data | | `metadata.via.source.rel` | string | Response data | | `metadata.via.source.to` | object | Response data | | `public` | boolean | Output field: public | | `type` | string | Type of the resource | ### Output Example `{"json_body":{"attachments":[{}],"author_id":123123,"body":"Thanks for your help!","created_at":"2009-07-20T22:55:29Z","id":1274,"metadata":{"system":{},"via":{}},"public":true,"type":"Comment"},"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 07:14:53 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","...` ## Show Ticket Metrics By Ticket Display key metrics for a specific Zendesk ticket by providing the ticket ID as a path parameter. ### Endpoint - **URL:** `/api/v2/tickets/{{ticket_id}}/metrics` - **Method:** `GET` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------------- | -------- | ------------ | ----------------------------------------------- | | `path_parameters.ticket_id` | number | Required | The ID of the ticket for which to show metrics. | ### Input Example `{"path_parameters":{"ticket_id":226}}` ### Output | **Parameter** | **Type** | **Description** | | --------------------------------------------------------- | -------- | -------------------------------------------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `ticket_metric` | array | Output field: ticket\_metric | | `ticket_metric.agent_wait_time_in_minutes` | object | Output field: ticket\_metric.agent\_wait\_time\_in\_minutes | | `ticket_metric.agent_wait_time_in_minutes.business` | number | Output field: ticket\_metric.agent\_wait\_time\_in\_minutes.business | | `ticket_metric.agent_wait_time_in_minutes.calendar` | number | Output field: ticket\_metric.agent\_wait\_time\_in\_minutes.calendar | | `ticket_metric.assigned_at` | string | Output field: ticket\_metric.assigned\_at | | `ticket_metric.assignee_stations` | number | Output field: ticket\_metric.assignee\_stations | | `ticket_metric.assignee_updated_at` | string | Output field: ticket\_metric.assignee\_updated\_at | | `ticket_metric.created_at` | string | Output field: ticket\_metric.created\_at | | `ticket_metric.first_resolution_time_in_minutes` | object | Output field: ticket\_metric.first\_resolution\_time\_in\_minutes | | `ticket_metric.first_resolution_time_in_minutes.business` | number | Output field: ticket\_metric.first\_resolution\_time\_in\_minutes.business | | `ticket_metric.first_resolution_time_in_minutes.calendar` | number | Output field: ticket\_metric.first\_resolution\_time\_in\_minutes.calendar | | `ticket_metric.full_resolution_time_in_minutes` | object | Output field: ticket\_metric.full\_resolution\_time\_in\_minutes | | `ticket_metric.full_resolution_time_in_minutes.business` | number | Output field: ticket\_metric.full\_resolution\_time\_in\_minutes.business | | `ticket_metric.full_resolution_time_in_minutes.calendar` | number | Output field: ticket\_metric.full\_resolution\_time\_in\_minutes.calendar | | `ticket_metric.group_stations` | number | Output field: ticket\_metric.group\_stations | | `ticket_metric.id` | number | Unique identifier | | `ticket_metric.initially_assigned_at` | string | Output field: ticket\_metric.initially\_assigned\_at | | `ticket_metric.latest_comment_added_at` | string | Output field: ticket\_metric.latest\_comment\_added\_at | | `ticket_metric.on_hold_time_in_minutes` | object | Output field: ticket\_metric.on\_hold\_time\_in\_minutes | | `ticket_metric.on_hold_time_in_minutes.business` | number | Output field: ticket\_metric.on\_hold\_time\_in\_minutes.business | | `ticket_metric.on_hold_time_in_minutes.calendar` | number | Output field: ticket\_metric.on\_hold\_time\_in\_minutes.calendar | | `ticket_metric.reopens` | number | Output field: ticket\_metric.reopens | | `ticket_metric.replies` | number | Output field: ticket\_metric.replies | ### Output Example `{"status_code":200,"reason":"OK","json_body":{"ticket_metric":[{}]}}` ## Update Attachment For Malware Enable or restrict agent access to Zendesk attachments flagged for malware by specifying the attachment\_id. ### Endpoint - **URL:** `/api/v2/attachments/{{attachment_id}}` - **Method:** `PUT` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------------------ | -------- | ------------ | ------------------------------------------- | | `path_parameters.attachment_id` | number | Required | The ID of the attachment. | | `attachment` | object | Optional | Parameter for Update Attachment For Malware | | `attachment.malware_access_override` | boolean | Optional | Unique identifier | ### Input Example `{"json_body":{"attachment":{"malware_access_override":true}},"path_parameters":{"attachment_id":12514099091100}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------------------ | -------- | ---------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `attachment` | object | Output field: attachment | | `attachment.url` | string | URL endpoint for the request | | `attachment.id` | number | Unique identifier | | `attachment.file_name` | string | Name of the resource | | `attachment.content_url` | string | URL endpoint for the request | | `attachment.mapped_content_url` | string | URL endpoint for the request | | `attachment.content_type` | string | Type of the resource | | `attachment.size` | number | Output field: attachment.size | | `attachment.width` | object | Unique identifier | | `attachment.height` | object | Output field: attachment.height | | `attachment.inline` | boolean | Output field: attachment.inline | | `attachment.deleted` | boolean | Output field: attachment.deleted | | `attachment.malware_access_override` | boolean | Unique identifier | | `attachment.malware_scan_result` | string | Result of the operation | | `attachment.thumbnails` | array | Output field: attachment.thumbnails | | `attachment.thumbnails.file_name` | string | Name of the resource | | `attachment.thumbnails.file` | string | Output field: attachment.thumbnails.file | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 10:59:06 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"54","strict-transport-security":"max-age=31536000; includeSubDomains","etag":"W/\"d0a62f45839...` ## Update Custom Ticket Status Update the custom status of a Zendesk ticket by specifying the custom\_status\_id and providing the desired custom\_status object. ### Endpoint - **URL:** `/api/v2/custom_statuses/{{custom_status_id}}` - **Method:** `PUT` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------------------ | -------- | ------------ | ------------------------------------------------------------------------------------------------------------------------- | | `path_parameters.custom_status_id` | number | Required | The id of the custom status. | | `custom_status` | object | Optional | Status value | | `custom_status.active` | boolean | Optional | If true, the custom status is set to active. If false, the custom status is set to inactive. | | `custom_status.agent_label` | string | Optional | The dynamic content placeholder or the label displayed to agents. Maximum length for displayed label is 48 characters. | | `custom_status.description` | string | Optional | The description of when the user should select this custom ticket status. | | `custom_status.end_user_description` | string | Optional | The description displayed to end users. | | `custom_status.end_user_label` | string | Optional | The dynamic content placeholder or the label displayed to end users. Maximum length for displayed label is 48 characters. | ### Input Example `{"json_body":{"custom_status":{"active":true,"agent_label":"Responding quickly","description":"Customer needs a response quickly","end_user_description":"Your ticket is being responded to","end_user_label":"Urgent processing"}},"path_parameters":{"custom_status_id":12466318504604}}` ### Output | **Parameter** | **Type** | **Description** | | ---------------------------------------- | -------- | -------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `custom_status` | object | Status value | | `custom_status.url` | string | URL endpoint for the request | | `custom_status.id` | number | Unique identifier | | `custom_status.status_category` | string | Status value | | `custom_status.agent_label` | string | Status value | | `custom_status.raw_agent_label` | string | Status value | | `custom_status.end_user_label` | string | Status value | | `custom_status.raw_end_user_label` | string | Status value | | `custom_status.description` | string | Status value | | `custom_status.raw_description` | string | Status value | | `custom_status.end_user_description` | string | Status value | | `custom_status.raw_end_user_description` | string | Status value | | `custom_status.active` | boolean | Status value | | `custom_status.default` | boolean | Status value | | `custom_status.created_at` | string | Status value | | `custom_status.updated_at` | string | Status value | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 07:28:05 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"55","strict-transport-security":"max-age=31536000; includeSubDomains","etag":"W/\"be107b7ca2d...` ## Update Many Tickets in Batch Update multiple Zendesk tickets simultaneously by providing ticket details in a single JSON payload. ### Endpoint - **URL:** `/api/v2/tickets/update_many` - **Method:** `PUT` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ------------------------- | -------- | ------------ | ------------------------------------------ | | `tickets` | array | Optional | Parameter for Update Many Tickets in Batch | | `tickets.id` | number | Optional | Unique identifier | | `tickets.additional_tags` | array | Optional | Parameter for Update Many Tickets in Batch | ### Input Example `{"json_body":{"tickets":[{"id":1,"additional_tags":["a_new_tag"]},{"id":2,"additional_tags":["a_new_tag"]}]}}` ### Output | **Parameter** | **Type** | **Description** | | --------------------- | -------- | -------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `job_status` | object | Status value | | `job_status.id` | string | Unique identifier | | `job_status.job_type` | string | Type of the resource | | `job_status.url` | string | URL endpoint for the request | | `job_status.total` | number | Status value | | `job_status.progress` | object | Status value | | `job_status.status` | string | Status value | | `job_status.message` | object | Status value | | `job_status.results` | object | Status value | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 06:46:32 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"28","strict-transport-security":"max-age=31536000; includeSubDomains","etag":"W/\"57f6e8d4bf5...` ## Update Many Tickets in Bulk Update multiple Zendesk tickets at once by specifying ticket IDs and the desired changes in a single request. ### Endpoint - **URL:** `/api/v2/tickets/update_many` - **Method:** `PUT` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | ----------------- | -------- | ------------ | ----------------------------------------------------- | | `parameters.ids` | string | Required | Parameters for the Update Many Tickets in Bulk action | | `ticket` | object | Optional | Parameter for Update Many Tickets in Bulk | | `ticket.status` | string | Optional | Status value | ### Input Example `{"parameters":{"ids":"7,8"},"json_body":{"ticket":{"status":"pending"}}}` ### Output | **Parameter** | **Type** | **Description** | | --------------------- | -------- | -------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `job_status` | object | Status value | | `job_status.id` | string | Unique identifier | | `job_status.job_type` | string | Type of the resource | | `job_status.url` | string | URL endpoint for the request | | `job_status.total` | number | Status value | | `job_status.progress` | object | Status value | | `job_status.status` | string | Status value | | `job_status.message` | object | Status value | | `job_status.results` | object | Status value | ### Output Example `{"status_code":200,"response_headers":{"Date":"Tue, 06 Feb 2024 06:37:25 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19904","x-frame-options":"SAMEORIGIN","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"35","strict-transport-security":"max-age=31536000; includeSubDomains","etag":"W/\"2b35e195112...` ## Update Ticket Update a specific Zendesk ticket by providing the ticket ID and new ticket details in JSON format. ### Endpoint - **URL:** `/api/v2/tickets/{{ticket_id}}` - **Method:** `PUT` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------------- | -------- | ------------ | --------------------------------------- | | `path_parameters.ticket_id` | number | Required | Parameters for the Update Ticket action | | `ticket` | object | Optional | Parameter for Update Ticket | | `ticket.priority` | string | Optional | Parameter for Update Ticket | ### Input Example `{"json_body":{"ticket":{"priority":"low"}},"path_parameters":{"ticket_id":14}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------ | -------- | ------------------------------------ | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `ticket` | object | Output field: ticket | | `ticket.url` | string | URL endpoint for the request | | `ticket.id` | number | Unique identifier | | `ticket.external_id` | object | Unique identifier | | `ticket.via` | object | Output field: ticket.via | | `ticket.via.channel` | string | Output field: ticket.via.channel | | `ticket.via.source` | object | Output field: ticket.via.source | | `ticket.via.source.from` | object | Output field: ticket.via.source.from | | `ticket.via.source.to` | object | Output field: ticket.via.source.to | | `ticket.via.source.rel` | object | Output field: ticket.via.source.rel | | `ticket.created_at` | string | Output field: ticket.created\_at | | `ticket.updated_at` | string | Output field: ticket.updated\_at | | `ticket.type` | object | Type of the resource | | `ticket.subject` | string | Output field: ticket.subject | | `ticket.raw_subject` | string | Output field: ticket.raw\_subject | | `ticket.description` | string | Output field: ticket.description | | `ticket.priority` | string | Output field: ticket.priority | | `ticket.status` | string | Status value | | `ticket.recipient` | object | Output field: ticket.recipient | | `ticket.requester_id` | number | Unique identifier | | `ticket.submitter_id` | number | Unique identifier | | `ticket.assignee_id` | number | Unique identifier | | `ticket.organization_id` | number | Unique identifier | ### Output Example `{"ticket":{"url":"https://example.com/api/resource","id":123,"external_id":{},"via":{"channel":"string","source":{}},"created_at":"string","updated_at":"string","type":{},"subject":"string","raw_subject":"string","description":"string","priority":"string","status":"active","recipient":{},"requester_id":123,"submitter_id":123},"audit":{"id":123,"ticket_id":123,"created_at":"string","author_id":123,"metadata":{"system":{},"custom":{}},"events":[{}],"via":{"channel":"string","source":{}}}}` ## Upload Files Upload a file to Zendesk Ticket Management for attaching to a ticket comment using the specified filename and form data. ### Endpoint - **URL:** `/api/v2/uploads` - **Method:** `POST` ### Input | **Argument Name** | **Type** | **Required** | **Description** | | --------------------------- | -------- | ------------ | -------------------------------------- | | `parameters.filename` | string | Required | Parameters for the Upload Files action | | `form_data` | object | Required | Response data | | `form_data.files` | array | Required | Response data | | `form_data.files.file` | string | Required | Response data | | `form_data.files.file_name` | string | Required | Response data | ### Input Example `{"parameters":{"filename":"first.png"}}` ### Output | **Parameter** | **Type** | **Description** | | ------------------------------------------- | -------- | ----------------------------------------------- | | `status_code` | number | HTTP status code of the response | | `reason` | string | Response reason phrase | | `upload` | object | Output field: upload | | `upload.token` | string | Output field: upload.token | | `upload.expires_at` | string | Output field: upload.expires\_at | | `upload.attachments` | array | Output field: upload.attachments | | `upload.attachment` | object | Output field: upload.attachment | | `upload.attachment.url` | string | URL endpoint for the request | | `upload.attachment.id` | number | Unique identifier | | `upload.attachment.file_name` | string | Name of the resource | | `upload.attachment.content_url` | string | URL endpoint for the request | | `upload.attachment.mapped_content_url` | string | URL endpoint for the request | | `upload.attachment.content_type` | string | Type of the resource | | `upload.attachment.size` | number | Output field: upload.attachment.size | | `upload.attachment.width` | object | Unique identifier | | `upload.attachment.height` | object | Output field: upload.attachment.height | | `upload.attachment.inline` | boolean | Output field: upload.attachment.inline | | `upload.attachment.deleted` | boolean | Output field: upload.attachment.deleted | | `upload.attachment.malware_access_override` | boolean | Unique identifier | | `upload.attachment.malware_scan_result` | string | Result of the operation | | `upload.attachment.thumbnails` | array | Output field: upload.attachment.thumbnails | | `upload.attachment.thumbnails.file_name` | string | Name of the resource | | `upload.attachment.thumbnails.file` | string | Output field: upload.attachment.thumbnails.file | ### Output Example `{"status_code":201,"response_headers":{"Date":"Tue, 06 Feb 2024 06:08:02 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","x-zendesk-api-version":"v2","x-zendesk-application-version":"v19901","x-frame-options":"SAMEORIGIN","zendesk-ratelimit-tickets-update":"total=20; remaining=19; resets=58","x-rate-limit":"400","ratelimit-limit":"400","x-rate-limit-remaining":"399","ratelimit-remaining":"399","ratelimit-reset":"58","strict-transport-...` # Response Headers | **Header** | **Description** | **Example** | | -------------------------------- | -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | cache-control | Directives for caching mechanisms | max-age=0, private, must-revalidate | | CF-Cache-Status | HTTP response header: CF-Cache-Status | DYNAMIC | | CF-RAY | HTTP response header: CF-RAY | 85098b6d1deef46a-BOM | | Connection | HTTP response header: Connection | keep-alive | | Content-Encoding | HTTP response header: Content-Encoding | gzip | | Content-Length | The length of the response body in bytes | 3554 | | Content-Type | The media type of the resource | application/json; charset=utf-8 | | Date | The date and time at which the message was originated | Tue, 06 Feb 2024 06:03:32 GMT | | etag | An identifier for a specific version of a resource | W/"46b9e823c59dea0a54f7b924c78c1058" | | location | The URL to redirect a page to | [https://swimlane8983.zendesk.com/api/v2/tickets/14.json](https://swimlane8983.zendesk.com/api/v2/tickets/14.json) | | NEL | HTTP response header: NEL | \{"success\_fraction":0.01,"report\_to":"cf-nel","max\_age":604800} | | ratelimit-limit | HTTP response header: ratelimit-limit | 400 | | ratelimit-remaining | HTTP response header: ratelimit-remaining | 399 | | ratelimit-reset | HTTP response header: ratelimit-reset | 22 | | Report-To | HTTP response header: Report-To | \{"endpoints":\[\{"url":"https\://a.nel.cloudflare.com/report/v3?s=KDvEkL2aunx41PoILptlHaJUkGLcT1uFZPIjMIAxnfarabslBbglgmQ6CdqsB7v%2BoHlHyPvjizzsYmNXD1uzbVWgBvlo0sHA1TgXlELSOmRZEdxS4wZDXEv8t57NZTSeJjOKsAfIWAOBjg%3D%3D"}],"group":"cf-nel","max\_age":604800} | | Server | Information about the software used by the origin server | cloudflare | | set-cookie | HTTP response header: set-cookie | \_zendesk\_cookie=BAhJIhl7ImRldmljZV90b2tlbnMiOnt9fQY6BkVU--0bf2100788cb010d0183feca16aaf88ccaf719ca; path=/; expires=Thu, 06 Feb 2025 06:09:32 GMT; secure; HttpOnly; SameSite=None, \_\_cfruid=84969939ec967d30a6d36b404c81fc54564d4f8e-1707220718; path=/; domain=.swimlane8983.zendesk.com; HttpOnly; Secure; SameSite=None | | strict-transport-security | HTTP response header: strict-transport-security | max-age=31536000; includeSubDomains | | Transfer-Encoding | HTTP response header: Transfer-Encoding | chunked | | x-frame-options | HTTP response header: x-frame-options | SAMEORIGIN | | x-rate-limit | HTTP response header: x-rate-limit | 400 | | x-rate-limit-remaining | HTTP response header: x-rate-limit-remaining | 399 | | x-request-id | A unique identifier for the request | 85294259d9c485c5-BOM, 85294259d9c485c5-BOM | | x-runtime | HTTP response header: x-runtime | 0.446610 | | X-Zendesk-API-Gateway | HTTP response header: X-Zendesk-API-Gateway | yes | | x-zendesk-api-version | HTTP response header: x-zendesk-api-version | v2 | | x-zendesk-api-warn | HTTP response header: x-zendesk-api-warn | \{:allowed\_parameters=>\{:controller=>"tickets", \:action=>"recent", \:unpermitted\_keys=>\["external\_id"], \:invalid\_values=>\[]}} | | x-zendesk-application-version | HTTP response header: x-zendesk-application-version | v19901 | | x-zendesk-origin-server | HTTP response header: x-zendesk-origin-server | classic-app-server-945b44d88-z5djg | | X-Zendesk-Zorg | HTTP response header: X-Zendesk-Zorg | yes | | zendesk-ep | HTTP response header: zendesk-ep | -22 | | zendesk-ratelimit-tickets-index | HTTP response header: zendesk-ratelimit-tickets-index | total=100; remaining=99; resets=23 | | zendesk-ratelimit-tickets-update | HTTP response header: zendesk-ratelimit-tickets-update | total=20; remaining=19; resets=58 |