AI agent skill · by @jdrhyne

Zendesk

Manage Zendesk tickets, users, and support workflows through the Zendesk API. Use when searching tickets, updating support state, checking users, or exporting queue data.

Archived 2026-10-23 · Source updated 2026-08-30 · License: MIT. Check the original repository for the latest version.

SKILL.md instructions

# Zendesk

Manage Zendesk tickets, users, and support workflows through the authenticated Zendesk API.

## When to Use

- search tickets or support history
- create or update tickets
- inspect user details
- export queue data for analysis
- summarize current support state

## Setup

Use these environment variables:

- `ZENDESK_SUBDOMAIN`
- `ZENDESK_EMAIL`
- `ZENDESK_TOKEN`

Build the Zendesk auth context from those variables and confirm access before trying ticket operations.

## Workflow Rules

1. Search before creating a ticket to avoid duplicates.
2. Use views or targeted search instead of listing entire queues.
3. Add internal notes when changing status or ownership.
4. Confirm destructive or customer-visible actions before sending them.
5. Respect Zendesk rate limits during bulk work.

## Common Operations

- Search tickets by status, priority, assignee, or subject before creating a new one.
- Create tickets with a clear subject, customer-visible comment, and correct priority.
- Update status with an internal note that explains what changed and why.
- Look up users by email before editing ownership, organization, or requester fields.
- Export queue data only when the user explicitly asked for a saved report.

## Safety Boundaries

- Do not read credentials from ad hoc files, memory stores, or chat history; use only the documented environment variables.
- Do not close, merge, delete, or publicly reply to tickets without explicit confirmation.
- Do not export ticket or user data to files unless the user asked for a saved artifact.
- Do not send Zendesk data to any service other than the authenticated Zendesk API.