Zendesk

The Zendesk tool covers 21 endpoints of Support API v2. Its key is zendesk. Replies are recorded in the world and never emailed.

Connect

Variable	Value
`ZENDESK_API_URL`	Base URL, ending in `/api/v2`. Append paths such as `/tickets.json`.
`ZENDESK_EMAIL`	Email of the agent account. Append `/token` for the HTTP Basic username.
`ZENDESK_API_TOKEN`	Fake API token. Use it as the HTTP Basic password.

Node

const auth = 'Basic ' + Buffer.from(`${process.env.ZENDESK_EMAIL}/token:${process.env.ZENDESK_API_TOKEN}`).toString('base64');
const res = await fetch(`${process.env.ZENDESK_API_URL}/search.json?query=${encodeURIComponent('type:ticket status<solved')}`, { headers: { authorization: auth } });
const { results } = await res.json();

This is what ancha connect zendesk --lang ts prints. Paths accept an optional .json suffix.

Endpoints

All 21 endpoints are partial. ancha twins coverage zendesk prints the same paths and their limits.

Method	Path	Support
`GET`	`/api/v2/tickets`	partial: offset (page, per_page) or cursor (page[size], page[after]) pagination; sort_by/sort_order or sort; include=users,groups,organizations,comment_count; external_id
`POST`	`/api/v2/tickets`	partial: a requester by id or by name and email (new end users are created); status, priority, type, tags, assignee and group; returns the audit
`GET`	`/api/v2/tickets/{id}`	partial
`PUT`	`/api/v2/tickets/{id}`	partial: public replies and internal notes, status rules (new opens, solved assigns, closed is final), tags, additional_tags, remove_tags, safe_update
`DELETE`	`/api/v2/tickets/{id}`	partial
`GET`	`/api/v2/tickets/{id}/comments`	partial: include=users
`GET`	`/api/v2/tickets/{id}/macros/{macro_id}/apply`	partial: the changes and comment a macro would make; nothing is saved
`GET`	`/api/v2/search`	partial: type, status, priority, ticket_type, assignee, requester, organization, group, tags, subject, description, comment, created/updated/solved, negation and plain words
`GET`	`/api/v2/users`	partial: role and role[] filters; offset (page, per_page) or cursor (page[size], page[after]) pagination
`POST`	`/api/v2/users`	partial: end users by any agent, agents and admins by admins
`GET`	`/api/v2/users/me`	partial
`GET`	`/api/v2/users/search`	partial: query (email or name) or external_id
`GET`	`/api/v2/users/{id}`	partial
`GET`	`/api/v2/users/{id}/tickets/requested`	partial
`GET`	`/api/v2/organizations`	partial
`GET`	`/api/v2/organizations/{id}`	partial
`GET`	`/api/v2/organizations/{id}/tickets`	partial
`GET`	`/api/v2/groups`	partial
`GET`	`/api/v2/macros`	partial: active filter
`GET`	`/api/v2/views`	partial
`GET`	`/api/v2/views/{id}/tickets`	partial: status, assignee (none or current user) and group conditions

Applying a macro returns the changes and comment it would make. Send those changes in a ticket update to save them. Unknown routes return HTTP 404 with Zendesk’s error shape and x-ancha-gap: 1.

Starter data

The starter data is the Acme account. Your agent acts as Ancha Assistant, ancha@acme.example, with the agent role.

Record	Detail
Staff	Ancha Assistant, Mike Turner (admin), Laura Kim, Anna Fischer and Iris Cole (suspended).
Customers	Eight end users across Ridgeway Robotics, Kestrel Credit Union, Pinecrest Health, Bluefield Logistics, Summit Freight and Helix Manufacturing.
Groups	Support and Billing. The agent belongs to both.
Tickets	Nine: two closed reports about a duplicate charge and an earlier dashboard bug; pending SAML login and seat-change requests; an SSO/SCIM question on hold; open dashboard and CSV-export questions; a new billing-address request; and a solved training-recording request.
Macros	Exports: where to find them; Billing: hand to finance; Close: resolved.
Views	Unassigned tickets, Your unsolved tickets, Pending tickets and Billing queue.

Run ancha twins seed zendesk --full to print every ticket, comment and scene seed field.

Checks

Zendesk has no state checks. Use trace checks, for example { called: "PUT /api/v2/tickets/*" } or { not_called: "DELETE /api/v2/tickets/*" }.

Limits

Replies stay in the world. Triggers, automations, SLAs, custom fields, attachments and Help Center are gaps.
Search covers the common ticket, user and organization properties. Other properties return coverage gaps.
Ticket status rules apply: an updated new ticket opens, solving assigns it, and a closed ticket is final.
Any agent can create an end user. Only admins can create agents or admins.

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