Zendesk

Support ticketing. Create, triage, and resolve tickets, manage the customers and organizations who file them, and apply macros.

Measured routing accuracy

52 golden cases replayed through the router over the whole index: measured over corpus ea4f12ad2948 (65 toolkits, 2283 tools indexed and 13 declared uncallable), 34 cases written by hand and 18 cases from the paraphrase pass. A case counts as top-1 when its gold tool ranked first and top-8 when it reached the slate at all.

The sweep is offline: the reranker is a deterministic identity fake that returns candidates in the order retrieval produced them, so top-1 measures retrieval order rather than a reranked slate. just eval-live measures the same cases through the live reranker.

Authentication

Connect an entity with ConnectionsService.InitiateConnection, naming this toolkit's slug. Credentials stay in the connections vault; callers hold connected-account ids only.

oauth2

Tools

34 action tools. The catalog-wide slug is zendesk.<tool>, which is what search_tools returns and call_tool takes.

zendesk.create_ticket

Open a new Zendesk support ticket. Use when a user wants to file, log, or report a customer issue, complaint, or request in Zendesk. Requires a subject and the first comment; requester, assignee, group, priority, type, and tags are optional.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls POST /api/v2/tickets.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "open a support case for a customer", "log a customer complaint", "file a new help desk ticket", "start tracking a customer's issue", "report a problem a customer is having".

zendesk.get_ticket

Get one Zendesk ticket's full detail by id: subject, status, priority, requester, assignee, and tags. Use when the user names a specific ticket number. For many tickets at once use list_tickets or search_tickets.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/tickets/{{params.ticket_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "pull up a customer's support case", "check the status of a help desk ticket", "show me what this complaint says", "what's going on with this support case".

zendesk.update_ticket

Edit a Zendesk ticket's own fields: subject, priority, type, or tags. Use when the user wants to retitle, reprioritize, or retag a ticket. For its status use update_ticket_status; for assignee or group use assign_ticket; to add a reply use add_ticket_comment.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls PUT /api/v2/tickets/{{params.ticket_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "retitle a support case", "change the priority on a customer issue", "edit the details on a complaint", "retag a help desk ticket".

zendesk.delete_ticket

Permanently delete a Zendesk ticket. Use when the user wants to delete or remove a ticket for good, not just close or solve it. Irreversible; prefer update_ticket_status (closed) when the user might want the record kept.

Class destructive (held by the mutation gate until the call's own arguments carry "confirm": true). Scopes tickets:write. Calls DELETE /api/v2/tickets/{{params.ticket_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "wipe a support case from the system for good", "purge a customer complaint record entirely", "get rid of a help desk ticket permanently".

zendesk.list_tickets

List Zendesk tickets across the whole account, most recently updated first. Use when the user asks what tickets exist or wants a general queue, not a keyword search. For text or field filters use search_tickets; for one known ticket use get_ticket.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/tickets.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "show me every open support case", "what's in the help desk queue", "browse the whole ticket backlog".

zendesk.search_tickets

Search Zendesk tickets by keyword and field filters, e.g. status, priority, requester, or tag. Use for any ticket lookup that names a customer, keyword, or filter rather than a known ticket id. Zendesk query syntax, e.g. "status:open priority:urgent tag:billing".

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/search.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "find a support case by keyword", "look up tickets from a certain customer", "hunt down complaints tagged a certain way", "which cases are still open and urgent".

zendesk.list_ticket_comments

List the comments (replies) on a Zendesk ticket, in order, including whether each is public or an internal note. Use when the user wants to read a ticket's conversation or history. To post a new one use add_ticket_comment.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/tickets/{{params.ticket_id}}/comments.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "show me the conversation on this support case", "what has been said back and forth on this ticket", "read the history of replies on this complaint".

zendesk.add_ticket_comment

Post a new comment or reply on a Zendesk ticket, public (customer visible) or an internal note. Use when the user wants to reply, respond, or add a note to a ticket. For its subject or priority use update_ticket instead.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls PUT /api/v2/tickets/{{params.ticket_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "reply to a customer's support case", "leave an internal note on a ticket", "respond to a help desk complaint", "write back to the customer on this case".

zendesk.assign_ticket

Assign a Zendesk ticket to an agent, a group, or both. Use when the user wants to assign, route, or hand off a ticket to someone or to a team. For the ticket's own fields use update_ticket.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls PUT /api/v2/tickets/{{params.ticket_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "hand this support case to an agent", "route this ticket to the billing team", "put this complaint on someone's plate".

zendesk.update_ticket_status

Change a Zendesk ticket's workflow status: open, pending, solved, or closed. Use when the user wants to close, solve, reopen, or mark a ticket pending. For the ticket's own fields use update_ticket; to delete it entirely use delete_ticket.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls PUT /api/v2/tickets/{{params.ticket_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "mark a support case as solved", "reopen a closed ticket", "put a complaint on hold", "close out a help desk case".

zendesk.merge_tickets

Merge one or more Zendesk tickets into a target ticket, closing the merged-away tickets. Use when the user wants to merge, combine, or fold duplicate tickets together. Irreversible: the merged-away tickets' own identity is gone, the same reasoning as a CRM merge_contacts.

Class destructive (held by the mutation gate until the call's own arguments carry "confirm": true). Scopes tickets:write. Calls POST /api/v2/tickets/{{params.ticket_id}}/merge.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "combine two duplicate support cases into one", "fold this ticket into the other one", "treat these two complaints as the same case".

zendesk.create_user

Create a new Zendesk user: a customer (end-user) or, with the right role, an agent. Use when the user wants to add, register, or create a new customer or contact in Zendesk. Requires a name and email.

Class write (writes, no confirmation needed). Scopes users:write. Calls POST /api/v2/users.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "add a new customer to zendesk", "register a new contact in the help desk", "set up a new agent account".

zendesk.get_user

Get one Zendesk user's profile by id: name, email, role, and organization. Use when the user names a specific customer or agent. For many users at once use list_users, or search_users to find one by name or email.

Class read (reads only). Scopes users:read. Calls GET /api/v2/users/{{params.user_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "pull up a customer's zendesk profile", "check an agent's account details", "show me what we have on file for this person".

zendesk.update_user

Edit a Zendesk user's name, email, role, organization, or phone. Use when the user wants to edit, correct, or update a customer's or agent's own profile details.

Class write (writes, no confirmation needed). Scopes users:write. Calls PUT /api/v2/users/{{params.user_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "fix a customer's phone number on file", "change someone's role in zendesk", "edit a contact's email address".

zendesk.delete_user

Permanently delete a Zendesk user. Use when the user wants to delete, remove, or purge a customer or agent record for good. Irreversible.

Class destructive (held by the mutation gate until the call's own arguments carry "confirm": true). Scopes users:write. Calls DELETE /api/v2/users/{{params.user_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "wipe a customer's record from zendesk for good", "purge an old contact entirely", "remove someone's account permanently".

zendesk.list_users

List Zendesk users, optionally filtered to one role or organization. Use when the user asks who exists in Zendesk, e.g. every agent or everyone in an organization, rather than a name or email lookup. For a keyword lookup use search_users.

Class read (reads only). Scopes users:read. Calls GET /api/v2/users.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "show me everyone in zendesk", "list all the agents in the help desk", "browse every contact in one organization".

zendesk.search_users

Search Zendesk users by name, email, or other field. Use when the user names a specific person by name or email rather than asking for a whole list. For every user in a role or organization use list_users.

Class read (reads only). Scopes users:read. Calls GET /api/v2/search.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "find a customer by their email", "look up someone by name in zendesk", "who matches this email address in the help desk".

zendesk.create_organization

Create a new Zendesk organization (a company or account grouping customers). Use when the user wants to add, register, or set up a new company or account in Zendesk.

Class write (writes, no confirmation needed). Scopes organizations:write. Calls POST /api/v2/organizations.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "add a new company to zendesk", "register a new account grouping for customers", "set up a business record in the help desk".

zendesk.get_organization

Get one Zendesk organization's detail by id: name and details. Use when the user names a specific company or account. For the whole list use list_organizations.

Class read (reads only). Scopes organizations:read. Calls GET /api/v2/organizations/{{params.organization_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "pull up a company's zendesk record", "show me details for an account", "what do we have on file for this business".

zendesk.update_organization

Rename a Zendesk organization or edit its details. Use when the user wants to edit, rename, or retitle a company or account record.

Class write (writes, no confirmation needed). Scopes organizations:write. Calls PUT /api/v2/organizations/{{params.organization_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "rename a company on file", "edit the details on an account record", "fix the name of a business record".

zendesk.delete_organization

Permanently delete a Zendesk organization. Use when the user wants to delete or remove a company or account record for good. Irreversible; the users that belonged to it are not deleted along with it.

Class destructive (held by the mutation gate until the call's own arguments carry "confirm": true). Scopes organizations:write. Calls DELETE /api/v2/organizations/{{params.organization_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "remove a company from zendesk for good", "purge an account record entirely", "wipe a business record out completely".

zendesk.list_organizations

List every organization (company or account) in the Zendesk account. Use when the user asks what companies, accounts, or organizations exist in Zendesk, or wants to find one's id for another tool.

Class read (reads only). Scopes organizations:read. Calls GET /api/v2/organizations.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "show me every company in zendesk", "what accounts exist in the help desk", "browse the whole organization list".

zendesk.list_groups

List the agent groups (teams) configured in Zendesk. Use when the user asks what teams or groups exist, or wants a group's id for assign_ticket.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/groups.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "what teams exist in zendesk", "show me the agent groups configured", "which support teams are set up".

zendesk.get_group

Get one Zendesk agent group's detail by id: name and description. Use when the user names a specific team or group. For the whole list use list_groups.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/groups/{{params.group_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "pull up details on a support team", "show me who's in a specific agent group", "what's this particular team called".

zendesk.list_macros

List the macros (canned reply and action bundles) configured in Zendesk. Use when the user asks what macros or canned responses exist, or wants a macro's id for preview_macro_on_ticket.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/macros.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "what canned responses do we have set up", "show me the macros configured in zendesk", "list the quick-reply templates".

zendesk.preview_macro_on_ticket

Compute what a Zendesk macro would change on a ticket (its resulting status, priority, tags, or comment) without saving anything. Use when the user wants to preview, check, or see what a macro would do before applying it. Does not itself change the ticket.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/tickets/{{params.ticket_id}}/macros/{{params.macro_id}}/apply.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "check what a canned response would do to this ticket", "see what this macro would change before applying it", "preview a quick reply's effect on a support case".

zendesk.add_tags_to_ticket

Add one or more tags to a Zendesk ticket without removing its existing tags. Use when the user wants to tag, label, or categorize a ticket. To take tags off use remove_tags_from_ticket.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls POST /api/v2/tickets/{{params.ticket_id}}/tags.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "label this support case as billing", "tag this complaint as vip", "categorize this ticket with a tag".

zendesk.remove_tags_from_ticket

Remove one or more tags from a Zendesk ticket, leaving its other tags in place. Use when the user wants to untag, unlabel, or remove a category from a ticket. To add tags use add_tags_to_ticket.

Class write (writes, no confirmation needed). Scopes tickets:write. Calls DELETE /api/v2/tickets/{{params.ticket_id}}/tags.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "untag this support case", "take a label off this complaint", "drop a category tag from this ticket".

zendesk.list_views

List the ticket views (saved filters like "Unassigned tickets" or "My open tickets") configured in Zendesk. Use when the user asks what views or queues exist, or wants a view's id for list_tickets_in_view.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/views.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "what saved filters exist in zendesk", "show me the ticket queues set up", "what views can I look at".

zendesk.list_tickets_in_view

List the tickets currently sitting in one Zendesk view (saved filter), e.g. everything in "Unassigned tickets" right now. Use when the user asks what's in a specific view or queue. For the whole account use list_tickets.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/views/{{params.view_id}}/tickets.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "show me what's in the unassigned queue", "pull up every case in my open tickets view", "what's sitting in this saved filter right now".

zendesk.list_satisfaction_ratings

List the customer satisfaction (CSAT) ratings left on Zendesk tickets. Use when the user asks about customer satisfaction scores, CSAT, or ratings across many tickets. For one known rating use get_satisfaction_rating.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/satisfaction_ratings.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "how are our csat scores looking", "show me customer satisfaction ratings", "what feedback have customers left on tickets".

zendesk.get_satisfaction_rating

Get one Zendesk customer satisfaction (CSAT) rating's detail by id: score, comment, and which ticket it belongs to. Use when the user names a specific rating. For many ratings use list_satisfaction_ratings.

Class read (reads only). Scopes tickets:read. Calls GET /api/v2/satisfaction_ratings/{{params.rating_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "pull up one customer's satisfaction score", "check the comment left on this csat rating", "what did this particular customer say in their feedback".

zendesk.search_help_center_articles

Search Zendesk's public help center (Guide) knowledge base articles by keyword. Use when the user asks whether a help article, doc, or FAQ already answers a question, before opening a support ticket. For one known article use get_help_center_article.

Class read (reads only). Scopes hc:read. Calls GET /api/v2/help_center/articles/search.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "is there a help doc that answers this", "search the knowledge base for an faq", "look for an existing article before opening a ticket".

zendesk.get_help_center_article

Get one Zendesk help center article's full content by id: title and body. Use when the user names a specific article. For keyword lookup across all articles use search_help_center_articles.

Class read (reads only). Scopes hc:read. Calls GET /api/v2/help_center/articles/{{params.article_id}}.json.

Arguments:

Result fields (the payload is trimmed to these before it reaches the model):

Also retrieved by: "pull up the full text of this help article", "show me what this knowledge base doc says", "read me the whole content of this faq entry".