Zendesk Support

This connector uses the Zendesk Support REST API v2.

Setup:

1. Sign in to Zendesk as an admin → Admin Center → Apps and integrations → APIs → Zendesk API → Settings → Token access ON.
2. Add API token, label it (e.g. 'AnythingMCP'), copy the generated token. It's shown ONCE.
3. Set:
   • ZENDESK_SUBDOMAIN = your account subdomain (e.g. acme if your URL is acme.zendesk.com)
   • ZENDESK_EMAIL = the agent email of an admin user (the requests will be attributed to this user)
   • ZENDESK_API_TOKEN = the token from step 2

Authentication: HTTP Basic Auth with username {email}/token and password {API_TOKEN}. The adapter constructs this from the 3 env vars via the BASIC_AUTH profile. To use OAuth2 access tokens instead (for multi-user installs), the engine can also send Authorization: Bearer ${oauth_token} — but for single-tenant agent setups the API token model is simpler.

Base URL: https://{{ZENDESK_SUBDOMAIN}}.zendesk.com/api/v2. The subdomain is part of the base URL — if you set the wrong one, every request 404s.

Tickets are the central object. A ticket has subject, description, requester_id (the end user who reported), assignee_id (the agent), status (new/open/pending/hold/solved/closed), priority (low/normal/high/urgent), type (question/incident/problem/task), tags[], custom_fields.

Status transitions: closed is terminal — once closed, a ticket can't be reopened (Zendesk forces a follow-up ticket). Use solved for 'done, awaiting closing-grace-period'. pending = awaiting requester response.

Update vs Comment: to reply to a ticket from the agent side, you UPDATE the ticket with a comment object: {public: true, body: '...'}. public=false makes it an internal note (not visible to the requester). Use zendesk_update_ticket with comment for both.

Search: Zendesk's Search API uses a Lucene-like query language. type:ticket status:open assignee:none returns unassigned open tickets. type:user email:*@acme.com returns all users at acme. Full syntax: https://support.zendesk.com/hc/en-us/articles/4408886879258. The adapter's zendesk_search returns up to 1000 results across all types.

Pagination: cursor-based — list endpoints return meta.has_more + meta.after_cursor. Pass the cursor as page[after] on the next call. Page size 100 by default, max 1000 (or 100 for some endpoints).

Side-loading: many list endpoints support ?include=users,organizations to bundle related objects in one response — avoids N+1 lookups when displaying a ticket list with requester names.

Rate limits: 700 req/min per agent on Suite Team, scales up with plan. On 429, honor the Retry-After header.

Out of scope here: triggers, automations, dynamic content, Talk (voice), Chat, Sell (CRM), Sunshine (custom objects beyond standard).