Zendesk

Manage Zendesk Support tickets, ticket fields, users, and organizations.

Overview

Zendesk is a customer service platform. This tool provides full CRUD operations for tickets (including suspended tickets), ticket fields, users, and organizations. It supports search, filtering, pagination, custom fields, internal notes, and public replies. Authentication is via Zendesk API token using Basic Auth with email/token credentials.

Category: Communication
Tool Name: zendesk
Version: 1

Appearance: Icon: si-zendesk | Color: #03363D

Node Type

Action — processes input items and produces output

Input / Output

Direction	Port(s)
Input	Input
Output	Output, Error

Credentials

This tool requires Zendesk credentials. See the Credentials Guide for setup instructions.

Resources

Resource	Value
Ticket	ticket
Ticket Field	ticketField
User	user
Organization	organization

Tickets are the means through which your end users communicate with agents in Zendesk Support. Ticket Field manages system and custom ticket fields. User and Organization manage those records.

Operations

Operation	Value	Description
Create	create	Create a ticket
Delete	delete	Delete a ticket
Get	get	Get a ticket
Get Many	getAll	Get many tickets
Recover	recover	Recover a suspended ticket
Update	update	Update a ticket
Get Organizations	getOrganizations	Get a user’s organizations
Get Related Data	getRelatedData	Get data related to the user
Search	search	Search users
Count	count	Count organizations

recover is Ticket-only. search, getOrganizations and the user form of getRelatedData are User-only. count and the organization form of getRelatedData are Organization-only. Ticket Field offers only get and getAll; User and Organization also offer create, delete, get, getAll and update against their own records.

Parameters

Organization: Count takes no parameters of its own — see All Operations.

Ticket: Create

Parameter	Type	Required	Default	Description
Description	string	Yes	—	The first comment on the ticket. Supports expressions like {{ $json.body }}.
JSON Parameters	boolean	No	false	Whether to provide additional fields as raw JSON.
Additional Fields	collection	No	{}	Structured fields to set on the new ticket. (shown when JSON Parameters is false)
— Brand ID	number	No	0	Brand ID (for multi-brand Zendesk). Leave 0 to use default brand.
— Custom Fields	fixedCollection	No	{}	Values for custom ticket fields.
— — Field ID	options	No	—	Custom field ID. Find in Zendesk Admin > Manage > Ticket Fields. Loaded from your Zendesk instance.
— — Value	string	No	—	Custom field value.
— External ID	string	No	—	An ID you can use to link Zendesk Support tickets to local records.
— Group ID	string	No	—	The group this ticket is assigned to. Provide the group ID. Find in Zendesk Admin > People > Groups.
— Recipient	string	No	—	The original recipient email address of the ticket.
— Status	options	No	—	The state of the ticket.
				Options: closed, new, hold (on-hold), open, pending, solved
— Subject	string	No	—	The value of the subject field for this ticket.
— Tags	string	No	—	Comma-separated list of tags applied to this ticket.
— Type	options	No	—	The type of this ticket.
				Options: question, incident, problem, task
Additional Fields (JSON)	json	No	—	Raw JSON object of additional fields to set on the ticket. See https://developer.zendesk.com/rest_api/docs/support/tickets (shown when JSON Parameters is true)

Ticket: Update

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	The ID of the ticket to update. Supports expressions.
JSON Parameters	boolean	No	false	Whether to provide update fields as raw JSON.
Update Fields	collection	No	{}	Structured fields to change on the ticket. (shown when JSON Parameters is false)
— Assignee Email	string	No	—	The email address of the assignee.
— Brand ID	number	No	0	Brand ID (for multi-brand Zendesk). Leave 0 to use default brand.
— Custom Fields	fixedCollection	No	{}	Values for custom ticket fields.
— — Field ID	options	No	—	Custom field ID. Loaded from your Zendesk instance.
— — Value	string	No	—	Custom field value.
— External ID	string	No	—	An ID you can use to link Zendesk Support tickets to local records.
— Group ID	string	No	—	The group this ticket is assigned to. Provide the group ID.
— Internal Note	string	No	—	Internal ticket note (accepts HTML). Creates a private comment.
— Public Reply	string	No	—	Public ticket reply. Creates a public comment.
— Recipient	string	No	—	The original recipient email address of the ticket.
— Status	options	No	—	The state of the ticket.
				Options: closed, new, hold (on-hold), open, pending, solved
— Subject	string	No	—	The value of the subject field for this ticket.
— Tags	string	No	—	Comma-separated list of tags applied to this ticket.
— Type	options	No	—	The type of this ticket.
				Options: question, incident, problem, task
Update Fields (JSON)	json	No	—	Raw JSON object of fields to update on the ticket. (shown when JSON Parameters is true)

Ticket: Get

Parameter	Type	Required	Default	Description
Ticket Type	options	Yes	regular	Whether to operate on regular or suspended tickets.
				Options: regular, suspended
Ticket ID	string	Yes	—	The ID of the ticket to retrieve. Supports expressions.

Ticket: Get Many

Parameter	Type	Required	Default	Description
Ticket Type	options	Yes	regular	Whether to operate on regular or suspended tickets.
				Options: regular, suspended
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	100	Max number of results to return. (shown when Return All is false)
Options	collection	No	{}	Filtering and sorting for the ticket list. (hidden when Ticket Type is suspended)
— Group	string	No	—	Filter by group name or ID. Only for regular tickets.
— Query	string	No	—	Zendesk search query syntax to filter tickets. Only for regular tickets.
— Sort By	options	No	updated_at	Sort results by this field.
				Options: created_at, priority, status, ticket_type, updated_at
— Sort Order	options	No	asc	Sort direction.
				Options: asc, desc
— Status	options	No	—	Filter tickets by status. Only for regular tickets.
				Options: closed, new, hold (on-hold), open, pending, solved

Ticket: Delete

Parameter	Type	Required	Default	Description
Ticket Type	options	Yes	regular	Whether to operate on regular or suspended tickets.
				Options: regular, suspended
Ticket ID	string	Yes	—	The ID of the ticket to delete. Supports expressions.

Ticket: Recover

Parameter	Type	Required	Default	Description
Suspended Ticket ID	string	Yes	—	The ID of the suspended ticket to recover. Supports expressions.

Ticket Field: Get

Parameter	Type	Required	Default	Description
Ticket Field ID	string	Yes	—	The ID of the ticket field to retrieve. Supports expressions.

Ticket Field: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	100	Max number of results to return. (shown when Return All is false)

User: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	The user’s name. Supports expressions.
Additional Fields	collection	No	{}	Optional profile values for the new user.
— Alias	string	No	—	An alias displayed to end users.
— Custom Role ID	number	No	0	A custom role if the user is an agent on the Enterprise plan.
— Details	string	No	—	Any details you want to store about the user, such as an address.
— Email	string	No	—	The user’s primary email address.
— External ID	string	No	—	A unique identifier from another system.
— Locale	string	No	—	The user’s locale (e.g. en-us). Find available locales via Zendesk API: GET /api/v2/locales.
— Moderator	boolean	No	false	Whether the user has forum moderation capabilities.
— Notes	string	No	—	Any notes you want to store about the user.
— Only Private Comments	boolean	No	false	Whether the user can only create private comments.
— Organization ID	string	No	—	The ID of the user’s organization. Find via Zendesk Admin > People > Organizations.
— Phone	string	No	—	The user’s primary phone number.
— Report CSV	boolean	No	false	Whether the user can access the CSV report.
— Restricted Agent	boolean	No	false	Whether the agent has any restrictions.
— Role	options	No	—	The user’s role.
				Options: end-user, agent, admin
— Signature	string	No	—	The user’s signature. Only agents and admins can have signatures.
— Suspended	boolean	No	false	Whether the agent is suspended.
— Tags	string	No	—	Comma-separated list of tags applied to this user.
— Ticket Restriction	options	No	—	Specifies which tickets the user has access to.
				Options: organization, groups, assigned, requested
— Timezone	string	No	—	The user’s time zone.
— User Fields	fixedCollection	No	{}	Values of custom fields in the user’s profile.
— — Field Key	options	No	—	Custom user field key. Find in Zendesk Admin > Manage > User Fields. Loaded from your Zendesk instance.
— — Value	string	No	—	Value of the field.
— Verified	boolean	No	false	Whether the user’s primary identity is verified.

User: Update

Parameter	Type	Required	Default	Description
User ID	string	Yes	—	The ID of the user to update. Supports expressions.
Update Fields	collection	No	{}	Values to change on the user.
— Alias	string	No	—	An alias displayed to end users.
— Custom Role ID	number	No	0	A custom role if the user is an agent on the Enterprise plan.
— Details	string	No	—	Any details you want to store about the user.
— Email	string	No	—	The user’s primary email address.
— External ID	string	No	—	A unique identifier from another system.
— Locale	string	No	—	The user’s locale (e.g. en-us).
— Moderator	boolean	No	false	Whether the user has forum moderation capabilities.
— Name	string	No	—	The user’s name.
— Notes	string	No	—	Any notes you want to store about the user.
— Only Private Comments	boolean	No	false	Whether the user can only create private comments.
— Organization ID	string	No	—	The ID of the user’s organization.
— Phone	string	No	—	The user’s primary phone number.
— Report CSV	boolean	No	false	Whether the user can access the CSV report.
— Restricted Agent	boolean	No	false	Whether the agent has any restrictions.
— Role	options	No	—	The user’s role.
				Options: end-user, agent, admin
— Signature	string	No	—	The user’s signature.
— Suspended	boolean	No	false	Whether the agent is suspended.
— Tags	string	No	—	Comma-separated list of tags applied to this user.
— Ticket Restriction	options	No	—	Specifies which tickets the user has access to.
				Options: organization, groups, assigned, requested
— Timezone	string	No	—	The user’s time zone.
— User Fields	fixedCollection	No	{}	Values of custom fields in the user’s profile.
— — Field Key	options	No	—	Custom user field key. Loaded from your Zendesk instance.
— — Value	string	No	—	Value of the field.
— Verified	boolean	No	false	Whether the user’s primary identity is verified.

User: Get

Parameter	Type	Required	Default	Description
User ID	string	Yes	—	The ID of the user to retrieve. Supports expressions.

User: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	100	Max number of results to return. (shown when Return All is false)
Filters	collection	No	{}	Narrows the user list.
— Roles	multiOptions	No	[]	Filter users by role.
				Options: end-user, agent, admin

User: Search

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	100	Max number of results to return. (shown when Return All is false)
Filters	collection	No	{}	What to search for.
— Query	string	No	—	Search query string.
— External ID	string	No	—	Search by external ID.

User: Delete

Parameter	Type	Required	Default	Description
User ID	string	Yes	—	The ID of the user to delete. Supports expressions.

User: Get Related Data

Parameter	Type	Required	Default	Description
User ID	string	Yes	—	The ID of the user to get related data for. Supports expressions.

User: Get Organizations

Parameter	Type	Required	Default	Description
User ID	string	Yes	—	The ID of the user to get organizations for. Supports expressions.

Organization: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	The name of the organization. Supports expressions.
Additional Fields	collection	No	{}	Optional values for the new organization.
— Details	string	No	—	Details about the organization, such as the address.
— Domain Names	string	No	—	Comma-separated domain names associated with this organization.
— Notes	string	No	—	Notes about the organization.
— Organization Fields	fixedCollection	No	{}	Values of custom fields in the organization’s profile.
— — Field Key	options	No	—	Organization field key. Find in Zendesk Admin > Manage > Organization Fields. Loaded from your Zendesk instance.
— — Value	string	No	—	Value of the field.
— Tags	string	No	—	Comma-separated list of tags applied to this organization.

Organization: Update

Parameter	Type	Required	Default	Description
Organization ID	string	Yes	—	The ID of the organization to update. Supports expressions.
Update Fields	collection	No	{}	Values to change on the organization.
— Details	string	No	—	Details about the organization.
— Domain Names	string	No	—	Comma-separated domain names associated with this organization.
— Name	string	No	—	The name of the organization.
— Notes	string	No	—	Notes about the organization.
— Organization Fields	fixedCollection	No	{}	Values of custom fields in the organization’s profile.
— — Field Key	options	No	—	Organization field key. Loaded from your Zendesk instance.
— — Value	string	No	—	Value of the field.
— Tags	string	No	—	Comma-separated list of tags applied to this organization.

Organization: Get

Parameter	Type	Required	Default	Description
Organization ID	string	Yes	—	The ID of the organization to retrieve. Supports expressions.

Organization: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	100	Max number of results to return. (shown when Return All is false)

Organization: Delete

Parameter	Type	Required	Default	Description
Organization ID	string	Yes	—	The ID of the organization to delete. Supports expressions.

Organization: Get Related Data

Parameter	Type	Required	Default	Description
Organization ID	string	Yes	—	The ID of the organization to get related data for. Supports expressions.

All Operations

Parameter	Type	Required	Default	Description
Max Concurrency	number	No	10	Maximum number of items to process concurrently.

Output Data

Zendesk wraps each record in a named envelope (ticket, user, organization, …). The node unwraps it, so the record’s own fields land on the top level of the item JSON. Anything already on the item passes through, and binary data is forwarded unchanged.

Operation	Output
Ticket create, get, update	One item carrying the ticket. get on a suspended ticket falls back to the suspended-ticket record
Ticket recover	One item carrying the recovered ticket
Ticket delete, User delete, Organization delete	One item carrying success: true
Ticket getAll, Ticket Field getAll, User getAll, User search, Organization getAll	Fans out — one output item per record
Ticket Field get	One item carrying the ticket field
User create, get, update	One item carrying the user
User getRelatedData	One item carrying the user_related counts
User getOrganizations	Fans out — one item per organization the user belongs to
Organization create, get, update	One item carrying the organization
Organization getRelatedData	One item carrying the organization_related counts
Organization count	One item carrying the count object

With Return All on, the node follows Zendesk’s next_page links until the list is exhausted.

Usage Examples

• Create a Zendesk support ticket
• Update ticket status to solved
• List all open tickets
• Create a new user in Zendesk
• Search users by email
• Create an organization
• Get organization related data
• Get all ticket fields

Example Configuration

Create a ticket with a subject, status and custom field:

{
  "type": "zendesk",
  "parameters": {
    "resource": "ticket",
    "operation": "create",
    "description": "Customer is experiencing login issues",
    "jsonParameters": false,
    "additionalFields": {
      "subject": "Login Problem - Urgent",
      "status": "open",
      "type": "problem",
      "tags": "login,urgent,customer-support",
      "customFieldsUi": {
        "customFieldsValues": [
          { "id": "12345", "value": "High Priority" }
        ]
      }
    }
  }
}

Solve a ticket with a public reply:

{
  "type": "zendesk",
  "parameters": {
    "resource": "ticket",
    "operation": "update",
    "id": "67890",
    "jsonParameters": false,
    "updateFields": {
      "status": "solved",
      "publicReply": "Issue has been resolved. Please let us know if you experience any further problems.",
      "assigneeEmail": "agent@company.com"
    }
  }
}

Use raw JSON for a complex update:

{
  "type": "zendesk",
  "parameters": {
    "resource": "ticket",
    "operation": "update",
    "id": "12345",
    "jsonParameters": true,
    "updateFieldsJson": "{\"status\":\"solved\",\"custom_fields\":[{\"id\":123,\"value\":\"resolved\"}],\"comment\":{\"body\":\"Ticket resolved via API\",\"public\":false}}"
  }
}

List open tickets, newest first:

{
  "type": "zendesk",
  "parameters": {
    "resource": "ticket",
    "operation": "getAll",
    "ticketType": "regular",
    "returnAll": false,
    "limit": 50,
    "options": {
      "status": "open",
      "sortBy": "updated_at",
      "sortOrder": "desc",
      "query": "priority:high"
    }
  }
}

Create a user with a custom user field:

{
  "type": "zendesk",
  "parameters": {
    "resource": "user",
    "operation": "create",
    "name": "John Doe",
    "additionalFields": {
      "email": "john.doe@example.com",
      "role": "end-user",
      "organization_id": "12345",
      "phone": "+1-555-0123",
      "time_zone": "America/New_York",
      "verified": true,
      "userFieldsUi": {
        "userFieldValues": [
          { "field": "department", "value": "Engineering" }
        ]
      }
    }
  }
}

Search users:

{
  "type": "zendesk",
  "parameters": {
    "resource": "user",
    "operation": "search",
    "returnAll": false,
    "limit": 25,
    "filters": {
      "query": "role:agent status:active",
      "external_id": "EMP001"
    }
  }
}

Create an organization:

{
  "type": "zendesk",
  "parameters": {
    "resource": "organization",
    "operation": "create",
    "name": "Acme Corporation",
    "additionalFields": {
      "domain_names": "acme.com,acme.org",
      "details": "Large enterprise customer",
      "notes": "VIP customer - priority support",
      "tags": "enterprise,vip,priority",
      "organizationFieldsUi": {
        "organizationFieldValues": [
          { "field": "industry", "value": "Technology" }
        ]
      }
    }
  }
}

Read an organization’s related counts:

{
  "type": "zendesk",
  "parameters": {
    "resource": "organization",
    "operation": "getRelatedData",
    "id": "98765"
  }
}

Fetch every pending ticket for downstream processing — this node emits one item per ticket:

{
  "type": "zendesk",
  "parameters": {
    "resource": "ticket",
    "operation": "getAll",
    "ticketType": "regular",
    "returnAll": true,
    "options": {
      "status": "pending",
      "sortBy": "created_at",
      "sortOrder": "asc"
    }
  }
}

Update a ticket from the item flowing in:

{
  "type": "zendesk",
  "parameters": {
    "resource": "ticket",
    "operation": "update",
    "id": "{{ $json.id }}",
    "jsonParameters": false,
    "updateFields": {
      "internalNote": "Automated triage note for {{ $json.subject }}"
    }
  }
}

Error Handling

Mode	Behavior
stop	Halts workflow on first error
continue	Skips failed items, passes successful ones through
errorPort	Routes failed items to Error output port

Tips

Manage Zendesk Support tickets, ticket fields, users, and organizations via the Zendesk API. Use for customer service workflow automation.

Record IDs

Every resource’s record ID is written as id in a JSON config — Ticket ID, Suspended Ticket ID, User ID and Organization ID all map to the same id parameter. The exception is Ticket Field ID, which is written as ticketFieldId.

JSON vs Structured Parameters

Turn JSON Parameters on for complex or dynamic ticket updates — raw JSON reaches parts of the ticket payload the structured fields do not, such as nested comment objects and arrays of custom_fields. Leave it off for everyday field-by-field edits.

Error Handling Considerations

• Always validate ticket/user/organization IDs exist before update/delete operations
• Use the appropriate Ticket Type when working with suspended tickets — the Options collection is hidden for suspended tickets because those filters apply to regular tickets only
• Consider pagination with Return All off for large datasets
• Custom fields require proper field IDs from your Zendesk instance

Rate Limits

When Zendesk answers 429 or 503, the node waits and retries up to three times, honouring the Retry-After header (seconds or HTTP-date) and capping the wait at 60 seconds; without a header it backs off 1s, 2s, then 4s.