Zendesk Support
Zendesk Support is a customer service platform that provides ticketing, knowledge base, and customer communication tools.
Zendesk Support is a customer service platform that provides ticketing, knowledge base, and customer communication tools.
Category: Customer Support. Adds 3 actions to a care flow.
What to configure
Set these once, on the extension in Awell Studio. An action fails at run time if a required setting is missing.
| Setting | Required | Notes |
|---|---|---|
| API Token | Yes | Your Zendesk API token Stored as a secret. |
| Zendesk Subdomain | Yes | Your Zendesk subdomain (e.g., "company" for company.zendesk.com) |
| User Email | Yes | Your Zendesk user email address |
Actions
Zendesk Support adds these 3 actions to a care flow. Add one to a step, then fill in its inputs.
Create ticket
Creates a new support ticket in Zendesk
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Subject | string | Yes | The subject line of the ticket. |
| Comment | string | Yes | The initial comment/description for the ticket. |
| Group ID | numeric | No | The ID of the group to assign the ticket to. |
| Priority | string | No | The priority level: urgent, high, normal, or low. One of: urgent, high, normal, low. |
| External ID | string | No | An external identifier to link this ticket to your system. |
| Tag | string | No | A tag to add to the ticket. |
Returns:
| Data point | Type |
|---|---|
ticketId | number |
ticketUrl | string |
Creates a new support ticket in Zendesk with the specified details.
**Required fields:
- Subject: The subject line of the ticket
- Comment: The initial comment/description for the ticket
Optional fields:
- Group ID: The ID of the group to assign the ticket to
- Priority: The priority level (urgent, high, normal, or low)
- External ID: An external identifier to link this ticket to your system
- Tag: A tag to add to the ticket
Returns**:
- Ticket ID: The unique identifier of the created ticket
- Ticket URL: Direct link to the ticket in Zendesk agent interface
Delete ticket
Deletes a support ticket in Zendesk
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Ticket ID | numeric | Yes | The ID of the ticket to delete. |
Deletes a support ticket in Zendesk. This action permanently removes the ticket from your Zendesk instance.
**Required fields:
- Ticket ID: The unique identifier of the ticket to delete
Note**: This action cannot be undone. Deleted tickets are permanently removed from Zendesk.
Update ticket
Updates an existing support ticket in Zendesk
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Ticket ID | numeric | Yes | The ID of the ticket to update. |
| Comment | string | No | Add a comment to the ticket. |
| Priority | string | No | The priority level: urgent, high, normal, or low. One of: urgent, high, normal, low. |
| Status | string | No | The status: new, open, pending, hold, solved, or closed. One of: new, open, pending, hold, solved, closed. |
Setup and notes
Zendesk Support is a customer service platform that provides ticketing, knowledge base, and customer communication tools.
Extension settings
To set up this extension, you will need to provide the following:
- **Zendesk Subdomain: your Zendesk subdomain (e.g., "company" for company.zendesk.com)
- User Email: your Zendesk user email address
- API Token**: your Zendesk API token
You can generate an API token in your Zendesk admin settings under API > Zendesk API.
Changelog
All notable changes to this project will be documented in this file.
[1.0.0] - 2025-01-10
Added
- Initial release of Zendesk Support extension
- Create Ticket action with OAuth authentication
- Support for all major ticket fields: subject, comment, group_id, priority, external_id, tags
Where this page comes from
The settings, actions, inputs, outputs and webhooks above are generated from the
extension's own code, at @awell-health/awell-extensions v2.1.159. They match what the
platform actually does rather than a description of it.
Field-level detail also appears in Awell Studio when you configure the action. Something wrong or missing? Email support@awellhealth.com.