Enterprise Tool

Zendesk

Create and manage support tickets from workflow nodes

Zendesk Support is a customer service platform for managing tickets, agents, and customers. CipherSense Agents connects via Basic Auth using your agent email and an API token, giving your workflows the ability to create tickets, update statuses, add comments, search for tickets and users, and trigger on incoming events via webhooks.

Official documentation

Setup

Generate a Zendesk API Token

In your Zendesk Admin Center, go to Apps and Integrations > APIs > Zendesk API. Enable Token Access, then click 'Add API token'. Copy the token — it is shown only once.

Zendesk Admin Center

Find your subdomain

Your Zendesk subdomain is the part of your URL before .zendesk.com. For example, if your Zendesk URL is mycompany.zendesk.com, your subdomain is mycompany.

Add the integration in CipherSense Agents

Go to Project > Integrations > Add Integration > Zendesk. Enter your subdomain, the agent email, and the API token. Click Save & Test to verify the connection.

(Optional) Set up webhooks

To trigger CipherSense Agents workflows on Zendesk ticket events, go to Zendesk Admin Center > Apps and Integrations > Webhooks > Create webhook. Set the endpoint URL to https://your-domain/api/integrations/zendesk/webhook?subdomain=mycompany. Copy the signing secret and paste it into the Webhook Signing Secret field in CipherSense Agents. Then create a Zendesk Trigger (Business Rules > Triggers) that calls the webhook on ticket events.

Use in a workflow

Drag a Zendesk node into the Visual Designer. Select your integration, choose an operation (create_ticket, update_ticket, search_tickets, etc.), fill in the fields, and wire upstream outputs (e.g. AI-classified issue type) into the ticket fields.

Connection Fields

Fields required when adding this integration in your Project › Integrations.

Field	Required	Description
Subdomain	Required	Your Zendesk subdomain — the part before .zendesk.com. Do not include the full URL.
Agent Email	Required	Email address of the Zendesk agent or admin account used for API authentication.
API Token	Required	API token from Zendesk Admin Center > Apps and Integrations > APIs > Zendesk API. Enable Token Access to generate one.
Webhook Signing Secret (optional)	Optional	From Zendesk Admin Center > Apps and Integrations > Webhooks. Enables signature verification for incoming webhook events.

Common Use Cases

AI triage: customer submits form → AI classifies issue → create_ticket with correct type and priorityAuto-escalation: list open high-priority tickets → AI drafts escalation summary → Slack alertSentiment-driven replies: new ticket webhook → AI analyses tone → update_ticket with AI-drafted replySLA monitoring: search_tickets for overdue open tickets → AI generates report → email to managerCustomer context enrichment: search_users by email → fetch order from Shopify → add as internal commentAuto-close resolved tickets: cron job → list solved tickets older than 7 days → update_ticket status to closed

Ready to connect Zendesk?

Add this integration from your project dashboard and wire it into a workflow.

Open Dashboard ← Back to Integrations