Zendesk Help & Support

What Zendesk Triggers and Actions are Supported?

Supported Triggers#

  • New User - Triggers when a new user is created.
  • New Group - Triggers when a new group is created.
  • New Forum - Triggers when a new forum is added.
  • New Topic in Forum - Triggers when a new topic in a forum is added.
  • New Action on Ticket - Triggers when there is activity (an audit) on a specific ticket. Can only watch one ticket per Zap.
  • Recent Ticket - Triggers when a new ticket is added (Zendesk may take an hour to make tickets available via their API with this trigger).
  • New View - Triggers when a new view is created.
  • New Ticket - Triggers when a new ticket is added to a view.
  • New Organization - Triggers when a new organization is added to Zendesk.

Supported Actions#

  • Update User - Update an existing user.
  • Attach File to Ticket - Attach a file to an existing ticket.
  • Update Ticket - Update an existing ticket status or add comments.
  • Create User - Create a new user.
  • Create Ticket - Create a new ticket.
  • Add Tag(s) to Ticket - Add one or more tags to an existing ticket.
  • Update Organization - Update an existing organization.
  • Add Comment to Ticket - Add a comment to an existing ticket.
  • Create Organization - Create a new organization.

Supported Searches#

  • Find an Organization - Finds an existing organization.
  • Find a Ticket - Finds an existing ticket.
  • Find a Group - Finds an existing group.
  • Find a User - Finds an existing user.
  • Find an Agent - Finds an existing agent.
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How to Get Started with Zendesk

To get started with Zendesk, first click to connect a Zendesk account in your Zap.

Zendesk Click to add an account

Next, you'll be asked to enter your Zendesk Account, Agent Email and API token.

Zendesk API Key

How to Find Your Zendesk API Key#

To locate your API Token in your Zendesk account, please follow these steps:

  1. Click the Admin icon in the sidebar, followed by select Channels > API.
  2. Click the Settings tab and make sure Token Access is enabled.
  3. Click the + button to the right of Active API Tokens.
  4. Copy the token. Note, once you close this window, the full token will never be displayed again.

Locate your API Key in Zendesk

If all steps were successful your Zendesk account will now be successfully connected.

Zendesk connection successful

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Common Problems with Zendesk

Tickets do not appear to be triggering your Zap#

Zendesk uses a unique method to sort tickets. As a result, if you're using the "Recent Ticket" trigger, only tickets that find their way into the "Recent Tickets" view in Zendesk will trigger your zap. This can be confusing because the behavior that gets tickets into that view can be different than expected.

The easiest solution is to create a custom view for whatever tickets you want to have trigger your zap, then use the "View Ticket" trigger to get that zap to trigger. This eliminates the ambiguity of Zendesk determining what is "recent".

How to Create a Zendesk Custom View#

In order to use Zendesk tickets as a trigger you'll need to create a new Zendesk view. This gives you a lot of flexibility in what tickets trigger your Zap.

After you've logged into your account you'll need to go to Admin -> Views and click the "Add View" link.

Zendesk Manage Views

Zendesk Manage Views2

Use the Zendesk view creator to create whatever types of tickets you would like to trigger on.

The important part to get right for Zapier is the formatting options.

Choose the columns you want included in the view. Select Order By "ID" and select descending. Your formatting options should look similar to below.

Zendesk Formatting Options

Once done, click "Create View." Now when you select a Zendesk view for a Zendesk ticket trigger you should see your new view available in the Zendesk view dropdown menu like below.

NOTE: If you created your view in the middle of creating your Zap and it's not showing up, try recreating the Zap as that should refresh your options.

Zapier Zendesk Views

First Comment/Description isn't being formatted correctly#

We don't currently support HTML for this field, but it is a feature request. Unfortunately, right now, there is no way to format the comment with bold, italics, etc. You can add line breaks by hitting enter to put them on different lines, but multiple line breaks will be reduced to a single line break. That means that this:


Will result in this (note only a single line space between the lines):

Missing required fields causes Create Ticket action to fail#

If your Zap is trying to fill a required field of a new ticket using only fields from the trigger, sometimes you will see errors because the fields you chose from the trigger didn't contain any data. For example, say you map the body of an email to the first comment on the ticket. If an email without a body comes through, Zendesk will prevent Zapier from making the ticket.

An easy fix is to add some static text along with the trigger fields. For exampling, adding "Orig Email: " as a prefix for the first comment will ensure that field is never empty.

Use static text to prepend

Trouble connecting Zendesk Account/Authorization Failed#

Failed attempts to connect your Zendesk account to Zapier are usually because the account being connected isn't an admin account inside of Zendesk. You'll need to make sure you're connecting using a Zendesk user who is also an administrator for this to work.

It is also possible you have API access disabled inside Zendesk. To turn it on, go to your API Channel Settings (Channels > API) and enable the API.

Date is invalid error#

Zendesk expects the date in ISO format: "2016-08-16". To fix this, there are two options:

  1. If you control how the date is formatted in the trigger, you can change it to the correct format at the source.
  2. If you do not control how the date is formatted in the trigger, you can use the Formatter app to convert the date to the format that Zendesk requires: https://zapier.com/help/formatter/#strongformatstrong-change-a-date-or-time-to-a-new-format-or-style
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