Last updated: 4 July 2026

Zendesk

Zendesk

Live
Auth: API key · Plans: Starter, Business, Enterprise · Tools: 5 · Category: CRM & Support

Query support tickets, customer interactions, and agent performance in Zendesk.

Who needs this: Support teams and managers who need ticket summaries, SLA status, or customer history without opening Zendesk.

Example questions once connected

  • How many open tickets do we have right now?
  • Show me all tickets from customer Juhudi Hardware this month
  • Which tickets have breached SLA today?
  • Create a ticket for a login issue reported by [email protected]

Step-by-step setup

  1. Get your API token. In Zendesk: Admin → Apps and integrations → Zendesk API → Add API token. Name it "Msharti Integration". Copy the token.
  2. Connect in Msharti. Go to Connectors → Zendesk → Set Up. Enter: Subdomain (e.g. yourcompany.zendesk.com), Admin Email, API Token. Click Test Connection.
  3. Confirm success. "Connected — 3 tools active" means you are done.

Tool reference

These are the tools the AI can call on this connector. Each tool fires automatically when you ask a relevant question.

list_tickets() List support tickets with optional filters for status, date, assignee, or customer.
Inputs optional: status, date_range, assignee, requester_email, priority
Try asking "Show me all open high-priority tickets assigned to the Nairobi team"
Returns 6 tickets. Oldest: TKT-10441 "Payment portal down" (3 days open, High). Next breach: 2 hours.
create_ticket() Create a new support ticket in Zendesk.
Inputs subject, requester_email, description, optional: priority, assignee, tags
Try asking "Create a ticket: login issue for [email protected], high priority"
Returns Ticket TKT-10892 created. Subject: "Login issue". Requester: [email protected]. Priority: High. Assigned to default queue.
add_comment() Add a public or internal note to an existing ticket.
Inputs ticket_id, comment_text, optional: is_public (default true)
Try asking "Add a note to ticket 10441: "Engineering investigating — ETA 2 hours""
Returns Internal note added to TKT-10441. Requester will not see this comment.

Limits

  • API rate limit: 700 requests/minute per Zendesk plan. Msharti handles burst protection automatically.
  • Ticket search covers the last 12 months by default. Older tickets require an explicit date range.
  • Attachments are not returned — only text content and metadata.

Related connectors

SF
Salesforce
Query opportunities, accounts, pipeline summaries, and activities in Salesforce CRM.
 HS
HubSpot
Query contacts, deals, companies, and activity history in HubSpot CRM.
 TM
Teams
Post messages to Teams channels, query channel history, and check team presence.
Need help? [email protected] — Nairobi-based, same time zone.