Zendesk

The Zendesk toolkit provides a set of tools for managing customer support tickets and knowledge base articles. With this toolkit, users can:

• List and paginate through tickets in their Zendesk account.
• Retrieve all comments for specific tickets, including the original description and conversation history.
• Add comments to existing tickets to facilitate communication.
• Mark tickets as solved, optionally including a final comment.
• Search for published Help Center articles in the knowledge base, with support for multiple filters in a single request.

This toolkit streamlines the process of handling customer inquiries and accessing support resources.

Available Tools

Zendesk.ListTickets

List tickets from your Zendesk account with offset-based pagination.

Parameters

• status (Enum TicketStatus, optional) The status of tickets to filter by. Defaults to ‘open’
• limit (integer, optional) Number of tickets to return. Defaults to 30
• offset (integer, optional) Number of tickets to skip before returning results. Defaults to 0
• sort_order (Enum SortOrder, optional) Sort order for tickets by ID. ‘asc’ returns oldest first, ‘desc’ returns newest first. Defaults to ‘desc’

Secrets

This tool requires the following secrets: zendesk_subdomain (learn how to configure secrets)

Zendesk.GetTicketComments

Get all comments for a specific Zendesk ticket, including the original description.

Parameters

• ticket_id (integer, required) The ID of the ticket to get comments for

Secrets

This tool requires the following secrets: zendesk_subdomain (learn how to configure secrets)

Zendesk.AddTicketComment

Add a comment to an existing Zendesk ticket.

Parameters

• ticket_id (integer, required) The ID of the ticket to comment on
• comment_body (string, required) The text of the comment
• public (boolean, optional) Whether the comment is public (visible to requester) or internal. Defaults to True

Secrets

This tool requires the following secrets: zendesk_subdomain (learn how to configure secrets)

Zendesk.MarkTicketSolved

Mark a Zendesk ticket as solved, optionally with a final comment.

Parameters

• ticket_id (integer, required) The ID of the ticket to mark as solved
• comment_body (string, optional) Optional final comment to add when solving the ticket
• comment_public (boolean, optional) Whether the comment is visible to the requester. Defaults to False

Secrets

This tool requires the following secrets: zendesk_subdomain (learn how to configure secrets)

Zendesk.SearchArticles

Search for Help Center articles in your Zendesk knowledge base.

Parameters

• query (string, optional) Search text to match against articles. Supports quoted expressions for exact matching
• label_names (array[string], optional) List of label names to filter by (case-insensitive). Article must have at least one matching label. Available on Professional/Enterprise plans only
• created_after (string, optional) Filter articles created after this date (format: YYYY-MM-DD)
• created_before (string, optional) Filter articles created before this date (format: YYYY-MM-DD)
• created_at (string, optional) Filter articles created on this exact date (format: YYYY-MM-DD)
• sort_by (Enum ArticleSortBy, optional) Field to sort articles by. Defaults to relevance according to the search query
• sort_order (Enum SortOrder, optional) Sort order direction. Defaults to descending
• limit (integer, optional) Number of articles to return. Defaults to 30
• offset (integer, optional) Number of articles to skip before returning results. Defaults to 0
• include_body (boolean, optional) Include article body content in results. Bodies will be cleaned of HTML and truncated
• max_article_length (integer, optional) Maximum length for article body content in characters. Set to None for no limit. Defaults to 500

Secrets

This tool requires the following secrets: zendesk_subdomain (learn how to configure secrets)

pip install arcade_zendesk