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Zendesk

Shanone’s Zendesk integration gives your agent 64 tools for running customer support — tickets, users, organizations, groups, macros, and the satisfaction/SLA data most integrations skip.

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Getting Started

1

Connect via OAuth

Ask your agent to do something with Zendesk (e.g. “show me open tickets tagged urgent”), or connect proactively from Integrations in the Shanone dashboard.
2

Enter your Zendesk subdomain and authorize

Provide your Zendesk subdomain (the xxx in xxx.zendesk.com) and approve Zendesk’s OAuth consent screen.
3

Retry your request

Once connected, shanone_execute_tool calls for zendesk_* tools will succeed.

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Available Tools

Shanone provides 64 tools for Zendesk, organized into these categories:
zendesk_get_me, zendesk_get_ticket, zendesk_list_tickets, zendesk_search_tickets, zendesk_create_ticket, zendesk_update_ticket, zendesk_add_ticket_comment, zendesk_delete_ticket, zendesk_merge_tickets, zendesk_list_ticket_comments, zendesk_add_ticket_tags, zendesk_remove_ticket_tags, zendesk_set_ticket_tags, zendesk_upload_attachment
zendesk_get_user, zendesk_list_users, zendesk_search_users, zendesk_create_user, zendesk_update_user, zendesk_delete_user, zendesk_get_user_related, zendesk_set_user_tags, zendesk_list_users_by_organization
zendesk_get_organization, zendesk_list_organizations, zendesk_create_organization, zendesk_update_organization, zendesk_delete_organization, zendesk_search_organizations, zendesk_set_organization_tags, zendesk_get_organization_related
zendesk_list_groups, zendesk_get_group, zendesk_create_group, zendesk_update_group, zendesk_delete_group, zendesk_list_group_memberships, zendesk_create_group_membership
zendesk_list_views, zendesk_get_view, zendesk_execute_view, zendesk_get_view_tickets, zendesk_count_view_tickets
zendesk_list_satisfaction_ratings, zendesk_get_ticket_satisfaction_rating, zendesk_list_sla_policies, zendesk_get_sla_policy, zendesk_get_ticket_sla_status
zendesk_list_macros, zendesk_get_macro, zendesk_search_macros, zendesk_apply_macro_to_ticket
zendesk_list_ticket_fields, zendesk_get_ticket_field, zendesk_list_ticket_forms, zendesk_get_ticket_form
zendesk_list_triggers, zendesk_get_trigger, zendesk_list_automations, zendesk_get_automation
zendesk_list_side_conversations, zendesk_get_side_conversation, zendesk_create_side_conversation, zendesk_reply_to_side_conversation

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Common Use Cases

Ticket triage

Search and prioritize open tickets, then apply the right macro to respond quickly

SLA monitoring

Check tickets at risk of breaching SLA and escalate before they do

Customer satisfaction reporting

Pull satisfaction ratings to spot trends in support quality

Cross-team escalation

Start a side conversation to loop in another team without leaving the ticket

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Troubleshooting

Your Zendesk subdomain is the part before .zendesk.com in your support URL (e.g. acme for acme.zendesk.com) — check your admin’s browser URL if unsure.
Macros can include conditional actions; call zendesk_get_macro first to review exactly what the macro will do before applying it, since its effect isn’t always obvious from the name alone.
Zendesk’s search API uses its own query syntax (e.g. status:open type:ticket); a plain keyword string may not filter the way you expect — check Zendesk’s search reference for supported operators.
Merging requires both tickets to be open (not closed) and typically to belong to the same requester — verify both conditions with zendesk_get_ticket before merging.