Zendesk

Connect your ElevenLabs AI agents with Zendesk to manage support tickets, users, and organizations. This integration enables your agents to create and update tickets, search for existing records, manage users, and respond to incoming ticket comments.

This integration supports three authentication methods: the ElevenLabs OAuth app, your own OAuth client, and an API token.

Connecting with the OAuth2 credential grants ElevenLabs the following Zendesk OAuth scopes. Read access is granted account-wide, while write access is requested per resource so the token cannot modify resources the integration does not use.

A token never exceeds the permissions of the user who authorized it — the effective access is the intersection of these scopes and that user’s Zendesk role.

These scopes do not apply to the other two authentication methods: a custom OAuth client requests read and write (full read and write access), and an API token carries all permissions of the Zendesk user it belongs to.

The table below lists every field the integration accesses in your Zendesk account, whether ElevenLabs stores it, and when and why it is accessed. Read means the value is used during processing but not persisted. Read & stored means it is persisted on the ElevenLabs conversation record. Written means the integration sends it to Zendesk.

The integration calls the Zendesk API only when a connected trigger fires or when an agent invokes a Zendesk tool. It does not poll your Zendesk account and does not export data in bulk.

Records returned by Zendesk tools are stored in the conversation transcript as part of the tool call result, so a tool that reads a record also stores it. Retention of stored data follows the privacy settings of the agent that handled the ticket, including transcript and PII deletion.

Add Zendesk tools to your agent to manage tickets, users, and organizations during conversations. Once the integration is connected, you can enable individual tools on your agent’s configuration page.

The integration provides over 30 tools organized into the following categories:

• Tickets — create, update, delete, list, and search tickets. Bulk operations (create many, update many, delete many) are also available.
• Comments & tags — add public or internal comments to tickets, and add or remove tags.
• Users — look up, create, update, and delete users. Bulk create-or-update is supported for syncing user data.
• Organizations — retrieve organization details and list an organization’s tickets.
• Search — run Zendesk search queries across tickets, users, and organizations (e.g., type:ticket status:open).

{
  "type": "webhook",
  "name": "zendesk_get_ticket_comments",
  "description": "Retrieves the comments of a ticket.",
  "api_schema": {
    "url": "https://acmecorp.zendesk.com/api/v2/tickets/{ticket_id}/comments.json",
    "method": "GET",
    "path_params_schema": [
      {
        "id": "ticket_id",
        "type": "string",
        "description": "Extract the value from the id field in the get_resolved_tickets results.",
        "dynamic_variable": "",
        "constant_value": "",
        "required": false,
        "value_type": "llm_prompt"
      }
    ],
    "query_params_schema": [],
    "request_body_schema": null,
    "request_headers": [
      {
        "type": "secret",
        "name": "Authorization",
        "secret_id": "zendesk_api_token"
      },
      {
        "type": "value",
        "name": "Content-Type",
        "value": "application/json"
      }
    ]
  },
  "response_timeout_secs": 20,
  "dynamic_variables": {
    "dynamic_variable_placeholders": {}
  }
}

Configure Zendesk triggers to have your agent monitor and react to incoming ticket comments, providing first-line support.

Enable shadow mode on a Zendesk trigger to let the agent observe and draft responses without replying to customers directly. When shadow mode is active, the agent writes its responses as internal comments on the ticket instead of public replies. Only Zendesk agents and admins can see internal comments — the end user is not notified.

Shadow mode is useful for evaluating agent quality before going live. Review the internal comments alongside the actual support responses to compare accuracy and tone, then promote the agent to active mode once you are confident in its output.

When the agent responds to a ticket comment via the Zendesk API, that response is itself a new comment — which can re-trigger the agent and create an infinite loop. Add either of the following conditions to your Zendesk trigger to prevent this.

Exclude the service account from the trigger. Create a separate Zendesk user for the integration (e.g., ai-agent@yourcompany.com) and use this account’s credentials when connecting in ElevenLabs. Then add this condition to your Zendesk trigger:

• Current User, Is Not, <your service account>

Exclude API updates from the trigger. This filters out all updates made through the Zendesk API, regardless of which user made them:

• Ticket > Update Via, Is Not, Web Service (API)

• Zendesk API documentation
• Managing API tokens
• Zendesk triggers guide