zendesk

name	zendesk
description	Zendesk Support API for searching tickets, organizations, and users. Use when working with support tickets, customer issues, or correlating support data with Salesforce accounts.

Zendesk

Access Zendesk support data — tickets, organizations, users, and search.

Setup

Store credentials in ~/.config/zendesk/credentials.json:

{
  "subdomain": "your-subdomain",
  "email": "[e-mail]",
  "api_token": "YOUR_API_TOKEN"
}

Get your API token from: Zendesk Admin → Apps & Integrations → APIs → Zendesk API → Add API Token.

Authentication

ZD_CREDS=~/.config/zendesk/credentials.json
ZD_SUBDOMAIN=$(jq -r '.subdomain' $ZD_CREDS)
ZD_EMAIL=$(jq -r '.email' $ZD_CREDS)
ZD_TOKEN=$(jq -r '.api_token' $ZD_CREDS)
ZD_AUTH="$ZD_EMAIL/token:$ZD_TOKEN"
ZD_BASE="https://$ZD_SUBDOMAIN.zendesk.com/api/v2"

curl -s -u "$ZD_AUTH" "$ZD_BASE/tickets.json?per_page=1"

Core Operations

List Recent Tickets

curl -s -u "$ZD_AUTH" "$ZD_BASE/tickets.json?sort_by=created_at&sort_order=desc&per_page=25" | \
  jq '[.tickets[] | {id, subject, status, priority, created: .created_at, updated: .updated_at, org_id: .organization_id}]'

Get Ticket Details

curl -s -u "$ZD_AUTH" "$ZD_BASE/tickets/TICKET_ID.json" | jq '.ticket'

Get Ticket Comments (Full Thread)

curl -s -u "$ZD_AUTH" "$ZD_BASE/tickets/TICKET_ID/comments.json" | \
  jq '[.comments[] | {author_id, body: .body[0:500], created: .created_at, public}]'

Search Tickets

# By status
curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+status:open" | jq '.results'

# By organization name
curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+organization:\"Acme Corp\"" | jq '.results'

# By subject keyword
curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+subject:billing" | jq '.results'

# By date range
curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+created>2025-01-01" | jq '.results'

# Combined
curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+status:open+priority:high" | jq '.results'

List Organizations

curl -s -u "$ZD_AUTH" "$ZD_BASE/organizations.json?per_page=100" | \
  jq '[.organizations[] | {id, name, domain_names, created: .created_at}]'

Search Organizations by Name

curl -s -u "$ZD_AUTH" "$ZD_BASE/organizations/autocomplete.json?name=Acme" | jq '.organizations'

Get Organization Details

curl -s -u "$ZD_AUTH" "$ZD_BASE/organizations/ORG_ID.json" | jq '.organization'

Get Tickets by Organization

curl -s -u "$ZD_AUTH" "$ZD_BASE/organizations/ORG_ID/tickets.json" | \
  jq '[.tickets[] | {id, subject, status, priority, created: .created_at}]'

List Users

curl -s -u "$ZD_AUTH" "$ZD_BASE/users.json?per_page=100" | \
  jq '[.users[] | {id, name, email, role, organization_id}]'

Search Users by Email

curl -s -u "$ZD_AUTH" "$ZD_BASE/users/search.json?query=[e-mail]" | jq '.users'

Get User's Tickets

curl -s -u "$ZD_AUTH" "$ZD_BASE/users/USER_ID/tickets/requested.json" | jq '.tickets'

Ticket Statistics

Open Tickets by Priority

curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+status<solved" | \
  jq 'group_by(.priority) | map({priority: .[0].priority, count: length})'

Tickets Created Today

TODAY=$(date +%Y-%m-%d)
curl -s -u "$ZD_AUTH" "$ZD_BASE/search.json?query=type:ticket+created>=$TODAY" | \
  jq '{count: .count, tickets: [.results[] | {id, subject, status, requester_id}]}'

Correlating with Salesforce

To match Zendesk organizations to Salesforce accounts:

1. By domain: Match Zendesk org domain_names to Salesforce Account Website
2. By name: Match Zendesk org name to Salesforce Account Name
3. By email domain: Extract domain from ticket requester email

Find Zendesk Org for Salesforce Account

ACCOUNT_NAME="Acme Corp"
curl -s -u "$ZD_AUTH" "$ZD_BASE/organizations/autocomplete.json?name=$(echo $ACCOUNT_NAME | jq -sRr @uri)" | jq '.organizations'

Endpoints Reference

Endpoint	Method	Use
/tickets.json	GET	List tickets
/tickets/{id}.json	GET	Get ticket details
/tickets/{id}/comments.json	GET	Get ticket comments
/search.json?query=	GET	Search (tickets, users, orgs)
/organizations.json	GET	List organizations
/organizations/{id}.json	GET	Get org details
/organizations/{id}/tickets.json	GET	Get org's tickets
/organizations/autocomplete.json?name=	GET	Search orgs by name
/users.json	GET	List users
/users/search.json?query=	GET	Search users
/users/{id}/tickets/requested.json	GET	Get user's tickets

Pagination

Responses include pagination info:

{
  "tickets": [...],
  "next_page": "https://...",
  "previous_page": null,
  "count": 4294
}

Use page parameter or follow next_page URL.

Rate Limits

• 700 requests per minute (admin)
• 400 requests per minute (agents)
• Check X-Rate-Limit-Remaining header

Search Query Syntax

Operator	Example	Description
:	status:open	Exact match
> < >= <=	created>2025-01-01	Date/number comparison
*	subject:billing*	Wildcard
""	"exact phrase"	Phrase match
-	-status:closed	Negation
type:	type:ticket	Filter by type

Notes

• Your subdomain is the xxx in xxx.zendesk.com
• Organizations map roughly to Salesforce Accounts
• Users can be end-users (customers) or agents (staff)
• Ticket statuses: new, open, pending, hold, solved, closed