> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shanone.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Manage support tickets, users, organizations, and macros on Zendesk — the full customer support workflow

# 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.

## Getting Started

<Steps>
  <Step title="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.
  </Step>

  <Step title="Enter your Zendesk subdomain and authorize">
    Provide your Zendesk subdomain (the `xxx` in `xxx.zendesk.com`) and approve Zendesk's OAuth consent screen.
  </Step>

  <Step title="Retry your request">
    Once connected, `shanone_execute_tool` calls for `zendesk_*` tools will succeed.
  </Step>
</Steps>

## Available Tools

Shanone provides **64 tools** for Zendesk, organized into these categories:

<AccordionGroup>
  <Accordion title="Tickets">
    `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`
  </Accordion>

  <Accordion title="Users">
    `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`
  </Accordion>

  <Accordion title="Organizations">
    `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`
  </Accordion>

  <Accordion title="Groups">
    `zendesk_list_groups`, `zendesk_get_group`, `zendesk_create_group`, `zendesk_update_group`, `zendesk_delete_group`, `zendesk_list_group_memberships`, `zendesk_create_group_membership`
  </Accordion>

  <Accordion title="Views">
    `zendesk_list_views`, `zendesk_get_view`, `zendesk_execute_view`, `zendesk_get_view_tickets`, `zendesk_count_view_tickets`
  </Accordion>

  <Accordion title="Satisfaction & SLA">
    `zendesk_list_satisfaction_ratings`, `zendesk_get_ticket_satisfaction_rating`, `zendesk_list_sla_policies`, `zendesk_get_sla_policy`, `zendesk_get_ticket_sla_status`
  </Accordion>

  <Accordion title="Macros">
    `zendesk_list_macros`, `zendesk_get_macro`, `zendesk_search_macros`, `zendesk_apply_macro_to_ticket`
  </Accordion>

  <Accordion title="Ticket configuration">
    `zendesk_list_ticket_fields`, `zendesk_get_ticket_field`, `zendesk_list_ticket_forms`, `zendesk_get_ticket_form`
  </Accordion>

  <Accordion title="Business rules">
    `zendesk_list_triggers`, `zendesk_get_trigger`, `zendesk_list_automations`, `zendesk_get_automation`
  </Accordion>

  <Accordion title="Side conversations">
    `zendesk_list_side_conversations`, `zendesk_get_side_conversation`, `zendesk_create_side_conversation`, `zendesk_reply_to_side_conversation`
  </Accordion>
</AccordionGroup>

## Common Use Cases

<CardGroup cols={2}>
  <Card title="Ticket triage" icon="inbox">
    Search and prioritize open tickets, then apply the right macro to respond quickly
  </Card>

  <Card title="SLA monitoring" icon="clock">
    Check tickets at risk of breaching SLA and escalate before they do
  </Card>

  <Card title="Customer satisfaction reporting" icon="smile">
    Pull satisfaction ratings to spot trends in support quality
  </Card>

  <Card title="Cross-team escalation" icon="git-branch">
    Start a side conversation to loop in another team without leaving the ticket
  </Card>
</CardGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Connecting asks for a subdomain I don't recognize">
    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.
  </Accordion>

  <Accordion title="zendesk_apply_macro_to_ticket doesn't change the ticket as expected">
    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.
  </Accordion>

  <Accordion title="zendesk_search_tickets or zendesk_search_users returns unexpected results">
    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.
  </Accordion>

  <Accordion title="zendesk_merge_tickets fails">
    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.
  </Accordion>
</AccordionGroup>