Zendesk Automation

1---
2name: zendesk-automation
3description: "Automate Zendesk tasks via Rube MCP (Composio): tickets, users, organizations, replies. Always search tools first for current schemas."
4requires:
5  mcp: [rube]
6---
7 
8# Zendesk Automation via Rube MCP
9 
10Automate Zendesk operations through Composio's Zendesk toolkit via Rube MCP.
11 
12## Prerequisites
13 
14- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
15- Active Zendesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `zendesk`
16- Always call `RUBE_SEARCH_TOOLS` first to get current tool schemas
17 
18## Setup
19 
20**Get Rube MCP**: Add `https://rube.app/mcp` as an MCP server in your client configuration. No API keys needed — just add the endpoint and it works.
21 
22 
231. Verify Rube MCP is available by confirming `RUBE_SEARCH_TOOLS` responds
242. Call `RUBE_MANAGE_CONNECTIONS` with toolkit `zendesk`
253. If connection is not ACTIVE, follow the returned auth link to complete Zendesk auth
264. Confirm connection status shows ACTIVE before running any workflows
27 
28## Core Workflows
29 
30### 1. List and Search Tickets
31 
32**When to use**: User wants to view, filter, or search support tickets
33 
34**Tool sequence**:
351. `ZENDESK_LIST_ZENDESK_TICKETS` - List all tickets with pagination [Required]
362. `ZENDESK_GET_ZENDESK_TICKET_BY_ID` - Get specific ticket details [Optional]
37 
38**Key parameters**:
39- `page`: Page number (1-based)
40- `per_page`: Results per page (max 100)
41- `sort_by`: Sort field ('created_at', 'updated_at', 'priority', 'status')
42- `sort_order`: 'asc' or 'desc'
43- `ticket_id`: Ticket ID for single retrieval
44 
45**Pitfalls**:
46- LIST uses `page`/`per_page` pagination, NOT offset-based; check `next_page` in response
47- Maximum 100 results per page; iterate with page numbers until `next_page` is null
48- Deleted tickets are not returned by LIST; use GET_BY_ID which returns status 'deleted'
49- Ticket comments and audits are included in GET_BY_ID but not in LIST responses
50 
51### 2. Create and Update Tickets
52 
53**When to use**: User wants to create new tickets or modify existing ones
54 
55**Tool sequence**:
561. `ZENDESK_SEARCH_ZENDESK_USERS` - Find requester/assignee [Prerequisite]
572. `ZENDESK_CREATE_ZENDESK_TICKET` - Create a new ticket [Required]
583. `ZENDESK_UPDATE_ZENDESK_TICKET` - Update ticket fields [Optional]
594. `ZENDESK_DELETE_ZENDESK_TICKET` - Delete a ticket [Optional]
60 
61**Key parameters**:
62- `subject`: Ticket subject line
63- `description`: Ticket body (for creation; becomes first comment)
64- `priority`: 'urgent', 'high', 'normal', 'low'
65- `status`: 'new', 'open', 'pending', 'hold', 'solved', 'closed'
66- `type`: 'problem', 'incident', 'question', 'task'
67- `assignee_id`: Agent user ID to assign
68- `requester_id`: Requester user ID
69- `tags`: Array of tag strings
70- `ticket_id`: Ticket ID (for update/delete)
71 
72**Pitfalls**:
73- Tags on UPDATE REPLACE existing tags entirely; merge with current tags to preserve them
74- Use `safe_update` with `updated_stamp` to prevent concurrent modification conflicts
75- DELETE is permanent and irreversible; tickets cannot be recovered
76- `description` is only used on creation; use REPLY_ZENDESK_TICKET to add comments after creation
77- Closed tickets cannot be updated; create a follow-up ticket instead
78 
79### 3. Reply to Tickets
80 
81**When to use**: User wants to add comments or replies to tickets
82 
83**Tool sequence**:
841. `ZENDESK_GET_ZENDESK_TICKET_BY_ID` - Get current ticket state [Prerequisite]
852. `ZENDESK_REPLY_ZENDESK_TICKET` - Add a reply/comment [Required]
86 
87**Key parameters**:
88- `ticket_id`: Ticket ID to reply to
89- `body`: Reply text content
90- `public`: Boolean; true for public reply, false for internal note
91- `author_id`: Author user ID (defaults to authenticated user)
92 
93**Pitfalls**:
94- Set `public: false` for internal notes visible only to agents
95- Default is public reply which sends email to requester
96- HTML is supported in body text
97- Replying can also update ticket status simultaneously
98 
99### 4. Manage Users
100 
101**When to use**: User wants to find or create Zendesk users (agents, end-users)
102 
103**Tool sequence**:
1041. `ZENDESK_SEARCH_ZENDESK_USERS` - Search for users [Required]
1052. `ZENDESK_CREATE_ZENDESK_USER` - Create a new user [Optional]
1063. `ZENDESK_GET_ABOUT_ME` - Get authenticated user info [Optional]
107 
108**Key parameters**:
109- `query`: Search string (matches name, email, phone, etc.)
110- `name`: User's full name (required for creation)
111- `email`: User's email address
112- `role`: 'end-user', 'agent', or 'admin'
113- `verified`: Whether email is verified
114 
115**Pitfalls**:
116- User search is fuzzy; may return partial matches
117- Creating a user with an existing email returns the existing user (upsert behavior)
118- Agent and admin roles may require specific plan features
119 
120### 5. Manage Organizations
121 
122**When to use**: User wants to list, create, or manage organizations
123 
124**Tool sequence**:
1251. `ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS` - List all organizations [Required]
1262. `ZENDESK_GET_ZENDESK_ORGANIZATION` - Get specific organization [Optional]
1273. `ZENDESK_CREATE_ZENDESK_ORGANIZATION` - Create organization [Optional]
1284. `ZENDESK_UPDATE_ZENDESK_ORGANIZATION` - Update organization [Optional]
1295. `ZENDESK_COUNT_ZENDESK_ORGANIZATIONS` - Get total count [Optional]
130 
131**Key parameters**:
132- `name`: Organization name (unique, required for creation)
133- `organization_id`: Organization ID for get/update
134- `details`: Organization details text
135- `notes`: Internal notes
136- `domain_names`: Array of associated domains
137- `tags`: Array of tag strings
138 
139**Pitfalls**:
140- Organization names must be unique; duplicate names cause creation errors
141- Tags on UPDATE REPLACE existing tags (same behavior as tickets)
142- Domain names can be used for automatic user association
143 
144## Common Patterns
145 
146### Pagination
147 
148**List endpoints**:
149- Use `page` (1-based) and `per_page` (max 100)
150- Check `next_page` URL in response; null means last page
151- `count` field gives total results
152 
153### Ticket Lifecycle
154 
155```
156new -> open -> pending -> solved -> closed
157                  |          ^
158                  v          |
159                hold --------+
160```
161 
162- `new`: Unassigned ticket
163- `open`: Assigned, being worked on
164- `pending`: Waiting for customer response
165- `hold`: Waiting for internal action
166- `solved`: Resolved, can be reopened
167- `closed`: Permanently closed, cannot be modified
168 
169### User Search for Assignment
170 
171```
1721. Call ZENDESK_SEARCH_ZENDESK_USERS with query (name or email)
1732. Extract user ID from results
1743. Use user ID as assignee_id in ticket creation/update
175```
176 
177## Known Pitfalls
178 
179**Tags Behavior**:
180- Tags on update REPLACE all existing tags
181- Always fetch current tags first and merge before updating
182- Tags are lowercase, no spaces (use underscores)
183 
184**Safe Updates**:
185- Use `safe_update: true` with `updated_stamp` (ISO 8601) to prevent conflicts
186- Returns 409 if ticket was modified since the stamp
187 
188**Deletion**:
189- Ticket deletion is permanent and irreversible
190- Consider setting status to 'closed' instead of deleting
191- Deleted tickets cannot be recovered via API
192 
193**Rate Limits**:
194- Default: 400 requests per minute
195- Varies by plan tier
196- 429 responses include Retry-After header
197 
198## Quick Reference
199 
200| Task | Tool Slug | Key Params |
201|------|-----------|------------|
202| List tickets | ZENDESK_LIST_ZENDESK_TICKETS | page, per_page, sort_by |
203| Get ticket | ZENDESK_GET_ZENDESK_TICKET_BY_ID | ticket_id |
204| Create ticket | ZENDESK_CREATE_ZENDESK_TICKET | subject, description, priority |
205| Update ticket | ZENDESK_UPDATE_ZENDESK_TICKET | ticket_id, status, tags |
206| Reply to ticket | ZENDESK_REPLY_ZENDESK_TICKET | ticket_id, body, public |
207| Delete ticket | ZENDESK_DELETE_ZENDESK_TICKET | ticket_id |
208| Search users | ZENDESK_SEARCH_ZENDESK_USERS | query |
209| Create user | ZENDESK_CREATE_ZENDESK_USER | name, email |
210| My profile | ZENDESK_GET_ABOUT_ME | (none) |
211| List orgs | ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS | page, per_page |
212| Get org | ZENDESK_GET_ZENDESK_ORGANIZATION | organization_id |
213| Create org | ZENDESK_CREATE_ZENDESK_ORGANIZATION | name |
214| Update org | ZENDESK_UPDATE_ZENDESK_ORGANIZATION | organization_id, name |
215| Count orgs | ZENDESK_COUNT_ZENDESK_ORGANIZATIONS | (none) |
216