- 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/
├── memory.md # Credentials + preferences + recent context
├── templates/ # Saved ticket templates and macros
└── exports/ # Report exports and ticket dumpsQuick 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 → Must be
email/token:API_TOKEN, not just token - Searching with special chars → URL-encode queries
- Bulk updates failing → Check rate limits, add 100ms delay
- Missing ticket fields → Some fields require specific plans
- Pagination ignored → Results capped at 100, use
next_pageURL
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 <slug> if user confirms:
api- REST API patternscustomer-support- Support best practicescsv- Export and analyze ticket data
Feedback
- If useful:
clawhub star zendesk - Stay updated:
clawhub sync