Zendesk tool - Voiceflow Documentation

Zendesk tool cover

The Zendesk tool lets your agent interact with your Zendesk account during a conversation. Use it to create and update support tickets, look up users, add comments to ongoing cases, or search for existing tickets based on custom criteria.

Using the Zendesk tool

Add the Zendesk tool to your agent from Tools → Add tool → Zendesk. You can also add tools directly from inside a Playbook or Integration step. Once added, you can call the Zendesk tool from inside a Playbook or Workflow.

Actions

Action	Description
Create ticket	Create a new support ticket with a subject, description, tags, and other fields.
Update ticket	Modify an existing ticket’s priority, status, tags, or other fields.
Add ticket comment	Append a public or private comment to an existing ticket.
Find ticket(s)	Search for tickets by user ID, status, or other criteria.
Find latest comment	Retrieve the most recent comment on a specific ticket.
Find user	Search for users by email, name, or other identifiers.
Find group	Look up support groups by ID or name.
Update organization	Edit an organization’s details such as domain, name, or notes.

For actions that support custom fields, Voiceflow automatically detects and displays the available fields from your Zendesk account.

Syncing Zendesk Help Center with your Knowledge Base

You can also connect your Zendesk Help Center to Voiceflow’s Knowledge base. This lets your agent answer questions using your existing help articles, product guides, FAQs, and support policies.

To connect your Zendesk Help Center, go to Knowledge base → Add data source → Zendesk inside your project.

Learn more about integrations