Zendesk

Support ticket triaging and customer response.

What it does

Reads and updates Zendesk tickets. For clients running support on Zendesk, an agent can triage, answer and escalate inside it.

What you need

An account with Zendesk that you are entitled to authorise, and a moment in a browser. You do not need an API key: connecting sends you to Zendesk's own sign-in and consent screen, and what comes back is an authorisation rather than a password. RAiN never sees your password, and the authorisation is held by our integration provider on our instructions — see the Integrations & Connected Accounts notice for what that means.

Connecting it

Connections belong to one project. A system built for one client never acts on another client's account, and a package handed to a business runs on theirs — so the same integration is connected again, separately, for each project that needs it.

Open the project and stay on the Visual Editor tab.
Open the Tools & Integrations rail on the right.
Find Zendesk and press Connect.
Authorise in the window that opens, then come back. The rail will show it as connected.

The consent link is good for about twenty minutes. If you leave it and come back tomorrow, press Connect again rather than reusing the old tab.

To stop it, press Disconnect. That ends this project's access immediately. You can also revoke it from Zendesk's own security settings, which works even if you never open RAiN again.

What an agent can do with it

10 actions are available once connected, 1 of which delete things and are marked where they appear. They appear in the tool list for this project only — a project that has not connected Zendesk is never offered them.

Action	What it does
`zendesk_get_attachment`	Get Attachment
`zendesk_get_user`	Get User
`zendesk_get_users_assigned_tickets`	Get User's Assigned Tickets
`zendesk_get_users_ccd_tickets`	Get User's CC'd Tickets
`zendesk_get_users_followed_tickets`	Get User's Followed Tickets
`zendesk_get_users_requested_tickets`	Get User's Requested Tickets
`zendesk_list_zendesk_tickets`	List Tickets
`zendesk_list_zendesk_users`	List Users
`zendesk_merge_users`	Merge Users ⚠️ deletes things
`zendesk_search_zendesk`	Search Zendesk

Tick the ones an agent may use, or choose one in an Action step to run it exactly as written with no model involved.

A worked example

An agent drafts a reply to every new ticket from the knowledge base and leaves it as an internal note, so the human agent edits and sends rather than starting blank.

When it goes wrong

Only ten actions are offered — fewer than the surface suggests. Check the list below before promising a workflow.