> This is a page from the ElevenLabs documentation. For a complete page index, fetch https://elevenlabs.io/docs/llms.txt. For the full documentation in a single file, fetch https://elevenlabs.io/docs/llms-full.txt. # Zendesk ## Overview Connect your ElevenLabs AI agents with [Zendesk](https://www.zendesk.com/) 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. ## Setup This integration uses **Zendesk API token authentication** (email + API token). In [Zendesk Admin Center](https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Admin-Center), go to **Apps and integrations > APIs > Zendesk API** and ensure **Token Access** is enabled. Go to **Apps and integrations > APIs > API tokens** and click **Add API token**. Copy the token immediately — it will not be shown again after you close the dialog. Your Zendesk subdomain is the first part of your Zendesk URL (e.g., `mycompany` from `mycompany.zendesk.com`). In the ElevenLabs integration setup, enter your **email**, **API token**, and **subdomain**. ## Demo video This demo uses legacy webhook tools. If you're using the native Zendesk integration, the tools are configured automatically — no manual webhook setup is needed. ## How it works The agent creates, updates, and searches tickets during a conversation — adding comments, changing status, assigning tickets, and managing tags. Bulk operations on up to 100 tickets at a time are supported. The agent searches for users by email or phone, retrieves their ticket history, and creates new user records when needed. The agent monitors and responds to incoming ticket comments, providing first-line support. You can optionally set a daily ticket limit and reference an existing Zendesk trigger for custom routing conditions. For voice-based interactions, the agent logs call activity directly in Zendesk and checks agent availability. ## Example system prompt ```text You are a helpful support agent responsible for gathering information from users and creating support tickets. Be friendly, precise, and concise. Begin by asking for a detailed description of the problem. Then, ask relevant support questions to gather additional details, one question at a time, and wait for the user's response before proceeding. Once you have a description of the issue, say you will check if there are similar issues and any known resolutions. Search for resolved tickets with similar issues and review their comments to find relevant learnings. After this, tell the customer the recommended resolution from a previous similar issue. If they have already tried it or still want to move forward, proceed to ticket creation. Only provide resolution advice derived from previous ticket comments. After capturing the support issue, gather the following contact details: - The user's name - A valid email address (note: the email may be transcribed from voice, so ensure it is formatted correctly) - Read the email back to the caller to confirm accuracy Once the email is confirmed, explain that you will create the ticket. Create the ticket with all relevant issue details in the comment body. Thank the customer and say support will be in touch. Clarifications: - Do not inform the user that you are formatting the email; simply do it. - If the caller asks you to move forward with creating the ticket, do so with the existing information. Guardrails: - Do not speak about topics outside of support issues. ``` ## Legacy webhook setup If you use the native Zendesk integration, tools are configured automatically. The steps below apply only to manual webhook setup. The integration uses three webhook tools to create the support agent. Review each tool's configuration in the tabs below. **Name:** zendesk\_get\_ticket\_comments **Description:** Retrieves the comments of a ticket. **Method:** GET **URL:** `https://acmecorp.zendesk.com/api/v2/tickets/{ticket_id}/comments.json` **Headers:** * **Content-Type:** `application/json` * **Authorization:** *(Secret: `zendesk_key`)* **Path Parameters:** * **ticket\_id:** Extract the value from the `id` field in the get\_resolved\_tickets results. **Tool JSON:** ```json { "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": {} } } ``` **Name:** zendesk\_get\_resolved\_tickets **Description:** Retrieves all resolved support tickets from Zendesk. **Method:** GET **URL:** `https://acmecorp.zendesk.com/api/v2/search.json?query=type:ticket+status:solved` **Headers:** * **Content-Type:** `application/json` * **Authorization:** *(Secret: `zendesk_key`)* **Tool JSON:** ```json { "type": "webhook", "name": "zendesk_get_resolved_tickets", "description": "Retrieves all resolved support tickets from Zendesk.", "api_schema": { "url": "https://acmecorp.zendesk.com/api/v2/search.json?query=type:ticket+status:solved", "method": "GET", "path_params_schema": [], "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": {} } } ``` **Name:** zendesk\_open\_ticket **Description:** Opens a new support ticket. **Method:** POST **URL:** `https://acmecorp.zendesk.com/api/v2/tickets.json` **Headers:** * **Content-Type:** `application/json` * **Authorization:** *(Secret: `zendesk_key`)* **Body Parameters:** * **ticket:** An object containing: * **comment:** * **body:** Detailed description of the support issue. * **subject:** A short subject line. * **requester:** * **name:** The full name of the requester. * **email:** A valid email address. **Tool JSON:** ```json { "type": "webhook", "name": "zendesk_open_ticket", "description": "API endpoint to open a customer support ticket\nMake sure the authorization header is formated as \"Authorization: Basic \".", "api_schema": { "url": "https://acmecorp.zendesk.com/api/v2/tickets.json", "method": "POST", "path_params_schema": [], "query_params_schema": [], "request_body_schema": { "id": "body", "type": "object", "description": "Details for the support ticket", "required": false, "properties": [ { "id": "ticket", "type": "object", "description": "This is the main ticket body which contains all of the information needed to open a ticket.", "required": true, "properties": [ { "id": "comment", "type": "object", "description": "This is the comment with information about the issue.", "required": true, "properties": [ { "id": "body", "type": "string", "description": "Body of the issue. Include all relevant details for the issue. ", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" } ] }, { "id": "subject", "type": "string", "description": "Create a short subject line for the support issue. Add \"DEMO: \" before the subject.", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" }, { "id": "requester", "type": "object", "description": "The details of the support requester", "required": true, "properties": [ { "id": "email", "type": "string", "description": "The email address of the requester. This should look like \njohnsmith@hotmail.com\nYou MUST use the @ symbol and remove any spaces.", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" }, { "id": "name", "type": "string", "description": "The full name of the requester. ", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" } ] } ] } ] }, "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": {} } } ``` Ensure that you add your workspace's Zendesk secret to the agent's secrets. ## Evaluation configuration Configure evaluation criteria and data collection parameters in the **Analysis** tab to monitor customer interactions. Evaluation criteria for support interactions ## Monitoring results After setting up the integration, review conversation summaries and evaluation data in the ElevenLabs dashboard to track agent performance. Support agent conversation summary Evaluation criteria for support interactions Data collection parameters from conversation transcripts Detailed conversation transcript example ## Security considerations * Use HTTPS endpoints for all webhook calls. * Store sensitive values as secrets using the ElevenLabs Secrets Manager. * Validate that all authorization headers follow the required format. ## Useful links * [Zendesk API documentation](https://developer.zendesk.com/api-reference/) * [Managing API tokens](https://support.zendesk.com/hc/en-us/articles/4408889192858-Managing-API-token-access-to-the-Zendesk-API) * [Zendesk triggers guide](https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work)