> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fetchhive.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Customer support software for managing tickets, users, organizations, and attachments via your connected account.

Use this app when you need to work with Zendesk tickets, users, or organizations in a workflow. You can list, search, create, and update records from your connected account.

## Configuration

| Option | Required | Description |
| - | - | - |
| Name | No | Label for the step in the workflow canvas. |
| Authentication | Yes | The connected Zendesk account to use for this step. |
| Action | Yes | The Zendesk action to perform (for example List Tickets, Search Zendesk, Create Ticket, List Ticket Audits). |
| Arguments | Yes | Per-action form fields generated from the action's schema. Each text field has an **Insert Variable** button for injecting `{{placeholder}}` values. A **Raw JSON** tab is available for advanced usage. |
| When the step fails | No | Controls whether the workflow should **Terminate Workflow** or **Continue** if this step fails. |

Before you configure this step, connect Zendesk in **Integrations** for your workspace using the sign-in flow. If no active connection is available, the step shows a warning with a link to **Integrations** instead of the account selector.

## Arguments form

When you select an action, the **Arguments** section renders a form driven by the action's input schema. Fields that refer to existing records include dropdown pickers.

Switch to the **Raw JSON** tab when you prefer to write the full arguments object by hand. Changes in either tab stay in sync.

## Common actions

| Action | Description |
| - | - |
| **List Tickets** | List tickets with filtering and pagination. |
| **Search Zendesk** | Search tickets, users, organizations, and groups with query syntax. |
| **Create Ticket** | Create a new ticket with a subject and description. |
| **List Ticket Audits** | List the change history for a ticket. |
| **Get Ticket Metrics** | Get metrics for a specific ticket. |
| **Create Side Conversation** | Create a private side conversation on a ticket. |
| **Download Attachment** | Download the file bytes for a ticket attachment. |
| **Get Attachment** | Retrieve details for a ticket attachment. |
| **List Users** | List users with pagination. |
| **Get User** | Fetch a single user by numeric ID. |
| **List Organizations** | List all organizations in the account. |
| **Reply to Zendesk Ticket** | Reply to a Zendesk ticket by adding a comment. |

Destructive actions, such as deleting records, are not available in the workflow action picker.

## Output

This step stores the Zendesk response as the step output. The shape of the response depends on the action.

Use the full output reference in later steps:

```text theme={null}
{{STEP_IDENTIFIER.output}}
```

## Example

1. Open **Integrations** and connect Zendesk if you have not already done that.
2. Add a **Zendesk** step to your workflow.
3. Select a connected account in **Authentication**.
4. Choose **List Tickets** in **Action**.
5. Fill in the required fields. Use **Insert Variable** to reference an earlier step's output for any field value.
6. Click **Run** in the step header to test the action, then review the returned payload in **Output**.

## Use cases

### Create a ticket from a form

1. Create Ticket
2. List Tickets
3. Search Zendesk

### Follow up on a ticket

1. List Ticket Audits
2. Get Ticket Metrics
3. Make Comment Private

### Manage customer records

1. List Users
2. Get User
3. Create Or Update Organization

## Notes

* This step depends on a connected Zendesk integration in your workspace.
* The workflow action picker shows a curated set of actions. Agents with the Zendesk tool can use more of them.
* The sign-in screen may show third-party authorization branding.

## Using Zendesk as an Agent Tool

You can also add Zendesk as a tool in the **Agent Editor**. Open the agent, click **Add tool**, and select **Zendesk**. In the tool settings panel, choose the connected account the agent should use. The agent calls Zendesk actions when they are relevant to the conversation.

See also: [Integrations](https://docs.fetchhive.com/workspace/integrations.md), [Creating and Editing](https://docs.fetchhive.com/workflows/creating-and-editing.md), and [Testing and Iteration](https://docs.fetchhive.com/workflows/testing-and-iteration.md)


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