/zendesk-automation

name: zendesk-automation
description: "Automate Zendesk tasks via Rube MCP (Composio): tickets, users, organizations, replies. Always search tools first for current schemas."
risk: critical
source: community
date_added: "2026-02-27"

Zendesk Automation via Rube MCP

Automate Zendesk operations through Composio's Zendesk toolkit via Rube MCP.

Prerequisites

• Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
• Active Zendesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `zendesk`
• Always call `RUBE_SEARCH_TOOLS` first to get current tool schemas

Setup

**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.

1. Verify Rube MCP is available by confirming `RUBE_SEARCH_TOOLS` responds 2. Call `RUBE_MANAGE_CONNECTIONS` with toolkit `zendesk` 3. If connection is not ACTIVE, follow the returned auth link to complete Zendesk auth 4. Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Search Tickets

**When to use**: User wants to view, filter, or search support tickets

**Tool sequence**: 1. `ZENDESK_LIST_ZENDESK_TICKETS` - List all tickets with pagination [Required] 2. `ZENDESK_GET_ZENDESK_TICKET_BY_ID` - Get specific ticket details [Optional]

**Key parameters**:

• `page`: Page number (1-based)
• `per_page`: Results per page (max 100)
• `sort_by`: Sort field ('created_at', 'updated_at', 'priority', 'status')
• `sort_order`: 'asc' or 'desc'
• `ticket_id`: Ticket ID for single retrieval

**Pitfalls**:

• LIST uses `page`/`per_page` pagination, NOT offset-based; check `next_page` in response
• Maximum 100 results per page; iterate with page numbers until `next_page` is null
• Deleted tickets are not returned by LIST; use GET_BY_ID which returns status 'deleted'
• Ticket comments and audits are included in GET_BY_ID but not in LIST responses

2. Create and Update Tickets

**When to use**: User wants to create new tickets or modify existing ones

**Tool sequence**: 1. `ZENDESK_SEARCH_ZENDESK_USERS` - Find requester/assignee [Prerequisite] 2. `ZENDESK_CREATE_ZENDESK_TICKET` - Create a new ticket [Required] 3. `ZENDESK_UPDATE_ZENDESK_TICKET` - Update ticket fields [Optional] 4. `ZENDESK_DELETE_ZENDESK_TICKET` - Delete a ticket [Optional]

**Key parameters**:

• `subject`: Ticket subject line
• `description`: Ticket body (for creation; becomes first comment)
• `priority`: 'urgent', 'high', 'normal', 'low'
• `status`: 'new', 'open', 'pending', 'hold', 'solved', 'closed'
• `type`: 'problem', 'incident', 'question', 'task'
• `assignee_id`: Agent user ID to assign
• `requester_id`: Requester user ID
• `tags`: Array of tag strings
• `ticket_id`: Ticket ID (for update/delete)

**Pitfalls**:

• Tags on UPDATE REPLACE existing tags entirely; merge with current tags to preserve them
• Use `safe_update` with `updated_stamp` to prevent concurrent modification conflicts
• DELETE is permanent and irreversible; tickets cannot be recovered
• `description` is only used on creation; use REPLY_ZENDESK_TICKET to add comments after creation
• Closed tickets cannot be updated; create a follow-up ticket instead

3. Reply to Tickets

**When to use**: User wants to add comments or replies to tickets

**Tool sequence**: 1. `ZENDESK_GET_ZENDESK_TICKET_BY_ID` - Get current ticket state [Prerequisite] 2. `ZENDESK_REPLY_ZENDESK_TICKET` - Add a reply/comment [Required]

**Key parameters**:

• `ticket_id`: Ticket ID to reply to
• `body`: Reply text content
• `public`: Boolean; true for public reply, false for internal note
• `author_id`: Author user ID (defaults to authenticated user)

**Pitfalls**:

• Set `public: false` for internal notes visible only to agents
• Default is public reply which sends email to requester
• HTML is supported in body text
• Replying can also update ticket status simultaneously

4. Manage Users

**When to use**: User wants to find or create Zendesk users (agents, end-users)

**Tool sequence**: 1. `ZENDESK_SEARCH_ZENDESK_USERS` - Search for users [Required] 2. `ZENDESK_CREATE_ZENDESK_USER` - Create a new user [Optional] 3. `ZENDESK_GET_ABOUT_ME` - Get authenticated user info [Optional]

**Key parameters**:

• `query`: Search string (matches name, email, phone, etc.)
• `name`: User's full name (required for creation)
• `email`: User's email address
• `role`: 'end-user', 'agent', or 'admin'
• `verified`: Whether email is verified

**Pitfalls**:

• User search is fuzzy; may return partial matches
• Creating a user with an existing email returns the existing user (upsert behavior)
• Agent and admin roles may require specific plan features

5. Manage Organizations

**When to use**: User wants to list, create, or manage organizations

**Tool sequence**: 1. `ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS` - List all organizations [Required] 2. `ZENDESK_GET_ZENDESK_ORGANIZATION` - Get specific organization [Optional] 3. `ZENDESK_CREATE_ZENDESK_ORGANIZATION` - Create organization [Optional] 4. `ZENDESK_UPDATE_ZENDESK_ORGANIZATION` - Update organization [Optional] 5. `ZENDESK_COUNT_ZENDESK_ORGANIZATIONS` - Get total count [Optional]

**Key parameters**:

• `name`: Organization name (unique, required for creation)
• `organization_id`: Organization ID for get/update
• `details`: Organization details text
• `notes`: Internal notes
• `domain_names`: Array of associated domains
• `tags`: Array of tag strings

**Pitfalls**:

• Organization names must be unique; duplicate names cause creation errors
• Tags on UPDATE REPLACE existing tags (same behavior as tickets)
• Domain names can be used for automatic user association

Common Patterns

Pagination

**List endpoints**:

• Use `page` (1-based) and `per_page` (max 100)
• Check `next_page` URL in response; null means last page
• `count` field gives total results

Ticket Lifecycle

new -> open -> pending -> solved -> closed
                  |          ^
                  v          |