zendesk

name	zendesk
description	Zendesk customer service platform - lets an agent create, read, update, and search support tickets, manage user records, apply macros, and retrieve CSAT survey results.
metadata	{"openclaw":{"requires":{"env":["ZENDESK_SUBDOMAIN","ZENDESK_EMAIL","ZENDESK_API_TOKEN"]}},"primaryEnv":"ZENDESK_API_TOKEN"}

Zendesk

What it is

Zendesk is a widely used customer service and ticketing platform, serving as the primary helpdesk for customer-facing support teams in this segment. The customer support agent uses Zendesk to open and update tickets on behalf of customers, retrieve account and organization context tied to a requester, apply canned response macros, and monitor SLA compliance. It is also used to fetch CSAT scores and tag tickets for quality analysis.

When to use this skill

• Creating a new support ticket from a customer inquiry
• Updating ticket status, priority, or assignee during an escalation
• Searching for existing tickets from a customer to understand their issue history
• Applying a macro (canned response template) to a ticket
• Retrieving CSAT rating and comments for a resolved ticket
• Looking up a customer's organization record for account context

Credentials

This skill authenticates using variables from ~/.openclaw/.env (template: .env.example at the config root). Required variables:

• ZENDESK_SUBDOMAIN - Zendesk subdomain (e.g. mycompany for mycompany.zendesk.com)
• ZENDESK_EMAIL - email of the agent/service account performing API calls
• ZENDESK_API_TOKEN - API token from the Zendesk Admin Center

Key operations

• GET /api/v2/tickets/{ticket_id} - retrieve a ticket by ID
• POST /api/v2/tickets - create a new ticket
• PUT /api/v2/tickets/{ticket_id} - update ticket fields
• GET /api/v2/search?query=... - full-text search across tickets, users, and orgs
• POST /api/v2/tickets/{ticket_id}/macros/apply/{macro_id} - apply a macro to a ticket
• GET /api/v2/users/{user_id} - retrieve a user (requester) profile

Notes

• Authenticate with {email}/token:{api_token} using HTTP Basic.
• Rate limit is 700 requests/minute across all endpoints for Enterprise plans; lower tiers have stricter limits.
• Ticket side-loads (e.g., ?include=users,organizations) reduce round-trips but count as additional data points toward rate limits.
• Sandbox Zendesk instances have separate subdomains; never write test tickets to production.
• Attachments in tickets are retrieved via pre-signed URLs and expire after 24 hours.