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BytesAgain β€Ί Skills β€Ί Zendesk
πŸ¦€ ClawHub

Zendesk

by @ivangdavila

Manage Zendesk tickets, users, and support workflows with API integration and automation.

Versionv1.0.0
Downloads1,139
Stars⭐ 1
#clawhub
TERMINAL
clawhub install zendesk

πŸ“– About This Skill

name: Zendesk slug: zendesk version: 1.0.0 homepage: https://clawic.com/skills/zendesk description: Manage Zendesk tickets, users, and support workflows with API integration and automation. changelog: Initial release with ticket management, user lookup, and workflow automation. metadata: {"clawdbot":{"emoji":"🎫","requires":{"bins":[],"env":["ZENDESK_SUBDOMAIN","ZENDESK_EMAIL","ZENDESK_TOKEN"]},"os":["linux","darwin","win32"]}}

Setup

On first use, read setup.md for API credentials and workspace integration.

When to Use

User needs to interact with Zendesk: create or update tickets, search support history, check user details, or automate support workflows. Agent handles API operations, ticket management, and reporting.

Architecture

Memory at ~/zendesk/. See memory-template.md for structure.

~/zendesk/
β”œβ”€β”€ memory.md        # Credentials + preferences + recent context
β”œβ”€β”€ templates/       # Saved ticket templates and macros
└── exports/         # Report exports and ticket dumps

Quick Reference

| Topic | File | |-------|------| | Setup process | setup.md | | Memory template | memory-template.md | | API operations | api-reference.md | | Common issues | troubleshooting.md |

Core Rules

1. Authenticate Before Operations

Credentials from environment variables (ZENDESK_SUBDOMAIN, ZENDESK_EMAIL, ZENDESK_TOKEN) or ~/zendesk/memory.md. 
# Test auth
curl -u "$ZENDESK_EMAIL/token:$ZENDESK_TOKEN" "https://$ZENDESK_SUBDOMAIN.zendesk.com/api/v2/users/me.json"

2. Search Before Create

Always search existing tickets before creating new ones to avoid duplicates. 
curl -u "$AUTH" "$BASE/search.json?query=type:ticket+subject:issue"

3. Use Views for Efficiency

Don't list all tickets. Use views to get relevant subsets. | View | Use Case | |------|----------| | /views/active | Get available views | | /views/{id}/tickets | Tickets in specific view | | /tickets/recent | Recently updated |

4. Preserve Ticket History

When updating, add internal notes explaining changes. Never delete ticket data.

5. Rate Limits

Zendesk limits: 700 requests/minute (Enterprise), 200/minute (others). Add delays for bulk operations.

6. Always Confirm Destructive Actions

Before closing, merging, or deleting tickets, confirm with user and summarize what will happen.

Common Operations

Set auth: AUTH="$ZENDESK_EMAIL/token:$ZENDESK_TOKEN" and BASE="https://$ZENDESK_SUBDOMAIN.zendesk.com/api/v2"

Create Ticket

curl -X POST "$BASE/tickets.json" -u "$AUTH" -H "Content-Type: application/json" \
  -d '{"ticket":{"subject":"Issue","comment":{"body":"Description"},"priority":"normal"}}'

Update Ticket Status

curl -X PUT "$BASE/tickets/$ID.json" -u "$AUTH" -H "Content-Type: application/json" \
  -d '{"ticket":{"status":"solved","comment":{"body":"Resolution","public":false}}}'

Search Tickets

curl -u "$AUTH" "$BASE/search.json?query=type:ticket+status:open+priority:urgent"

Get User Details

curl -u "$AUTH" "$BASE/users/search.json?query=email:user@example.com"

Ticket Statuses

| Status | Meaning | Next Actions | |--------|---------|--------------| | new | Unassigned | Assign, respond | | open | Being worked | Update, solve | | pending | Waiting on customer | Follow up, solve | | hold | Waiting internally | Unhold, update | | solved | Resolution provided | Close (auto after 4 days) | | closed | Final | Reopen creates new ticket |

Priorities

| Priority | SLA Target | Use For | |----------|-----------|---------| | urgent | 1 hour | System down, revenue impact | | high | 4 hours | Major feature broken | | normal | 8 hours | Standard issues | | low | 24 hours | Questions, minor bugs |

Common Traps

  • Auth format wrong β†’ Must be email/token:API_TOKEN, not just token
  • Searching with special chars β†’ URL-encode queries
  • Bulk updates failing β†’ Check rate limits, add 100ms delay
  • Missing ticket fields β†’ Some fields require specific plans
  • Pagination ignored β†’ Results capped at 100, use next_page URL

    • External Endpoints

    | Endpoint | Data Sent | Purpose | |----------|-----------|---------| | https://{subdomain}.zendesk.com/api/v2/* | Ticket/user data | All operations |

    No other data is sent externally.

    Security & Privacy

    Data that leaves your machine:

  • Ticket content sent to Zendesk API
  • Search queries sent to Zendesk

    • Data that stays local:

  • API credentials in ~/zendesk/memory.md
  • Exported reports in ~/zendesk/exports/

    • This skill does NOT:

  • Store credentials in plain text outside ~/zendesk/
  • Send data to any service other than Zendesk
  • Access tickets without explicit user request

    • Trust

    By using this skill, ticket and user data is sent to Zendesk's API. Only install if you have authorized Zendesk API access.

    Related Skills

    Install with clawhub install if user confirms:
  • api - REST API patterns
  • customer-support - Support best practices
  • csv - Export and analyze ticket data

    • Feedback

  • If useful: clawhub star zendesk
  • Stay updated: clawhub sync

    • ⚑ When to Use

    User needs to interact with Zendesk: create or update tickets, search support history, check user details, or automate support workflows. Agent handles API operations, ticket management, and reporting.

    βš™οΈ Configuration

    On first use, read setup.md for API credentials and workspace integration.