Ticketing & ITSM

Zendesk

Run Zendesk Support tickets, users, and groups from natural-language requests.

Dex connects to Zendesk Support over the REST API v2 and lets admins and employees manage tickets in natural language — creating tickets with the right requester and priority, adding public or internal comments via PUT, solving tickets, and searching with Zendesk's query language — with string statuses (new/open/pending/hold/solved/closed) and priorities (urgent/high/normal/low) handled automatically under policy.

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What Dex does with Zendesk

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create tickets with subject, comment body, requester, priority, type (problem/incident/question/task), and group
Search tickets with Zendesk's query syntax (type:ticket requester:email@co.com, status<solved, priority:urgent)
Update ticket fields — status, priority, assignee, group, tags, custom fields
Add public comments (visible to requester) or internal notes (public:false) via PUT on the ticket
Manage users — search by name or email, list agents/admins, add to groups
Browse macros, triggers, automations, views, brands, ticket fields, and custom roles
Solve tickets by setting status "solved"; note that "closed" tickets cannot be reopened

For employees (self-service)

Open a Zendesk ticket from a plain-language description of your issue
List your own open tickets and see each one's status and priority
Check the status of a specific ticket by number
Add a public comment to one of your tickets so the agent picks up the new context
Mark your ticket solved once the issue is fixed (note: closed tickets cannot be reopened)

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Open a high priority Zendesk ticket for alex@acme.com — Okta SSO redirect loop on the HR portal, assign to the Identity team
>Search Zendesk for every open ticket tagged "billing" updated in the last 24 hours
>Add an internal note to ticket #8821: "Confirmed with finance — customer has an open credit, need to coordinate refund"
>Solve ticket #8794 with a public comment explaining we reissued the license key
>Show me every urgent ticket assigned to the Tier 2 group that's been pending for more than 3 days

Employee prompts

>Open a Zendesk ticket — our team license count dropped to 4 but we're paying for 10
>What's the status of my ticket #8801?
>Add a public comment to my open ticket — we tried the steps from support and it still fails
>Please mark my ticket solved, the reset link finally worked

Policy actions

Every action Dex can take on Zendesk is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`zendesk_create_ticket`	Create a new Zendesk ticket on behalf of the end user	self-only
`zendesk_add_comment`	Add a public comment or internal note to an existing ticket (via PUT)	self-only
`zendesk_resolve_ticket`	Solve a Zendesk ticket (status "solved")	self-only
`zendesk_list_tickets`	List and search the user's Zendesk tickets	self-only

How to configure Zendesk

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to Zendesk as an admin and open the Admin Center (gear icon in the product tray).
2
Go to Apps & Integrations → APIs → Zendesk API and toggle Token Access on if it isn't already.
3
Click Add API Token, give it a description (e.g. "Dex Autonomous IT"), and copy the token — Zendesk will only show it once.
4
Note your subdomain — the part before ".zendesk.com" (e.g. "mycompany" from mycompany.zendesk.com) and the admin email that owns the token.
5
In Dex, enable the Zendesk integration and paste the subdomain, admin email, and API token. Dex validates with a live /api/v2/users/me call using Basic Auth (email/token:api_token format).

Vendor documentation ↗

Credentials required

subdomain: Your Zendesk subdomain (e.g. "mycompany" from mycompany.zendesk.com)
admin_email: Email address of the admin who owns the API token
api_token: API token from Admin Center → Apps & Integrations → APIs → Zendesk API

Requirements

•Zendesk Support admin with API Token Access enabled
•Token inherits the permissions of the admin email — use a dedicated service admin with a scoped custom role
•Zendesk uses STRING values for status and priority (not numeric) — Dex passes these through verbatim
•Ticket data is wrapped in {"ticket": {...}}; comments are added via PUT on the ticket, not POST
•A ticket with status "closed" cannot be reopened — solve first, only close when truly final
•Cursor-based pagination (?page[size]=100) — Dex follows meta.has_more and links.next transparently

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