Zendesk Automation

# Zendesk Automation via Rube MCP

Automate Zendesk operations through Composio's Zendesk toolkit via Rube MCP.

Prerequisites

- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)

- Active Zendesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `zendesk`

- Always call `RUBE_SEARCH_TOOLS` first to get current tool schemas

Setup

**Get Rube MCP**: Add `https://rube.app/mcp` as an MCP server in your client configuration. No API keys needed — just add the endpoint and it works.

1. Verify Rube MCP is available by confirming `RUBE_SEARCH_TOOLS` responds

2. Call `RUBE_MANAGE_CONNECTIONS` with toolkit `zendesk`

3. If connection is not ACTIVE, follow the returned auth link to complete Zendesk auth

4. Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Search Tickets

**When to use**: User wants to view, filter, or search support tickets

**Tool sequence**:

1. `ZENDESK_LIST_ZENDESK_TICKETS` - List all tickets with pagination [Required]

2. `ZENDESK_GET_ZENDESK_TICKET_BY_ID` - Get specific ticket details [Optional]

**Key parameters**:

- `page`: Page number (1-based)

- `per_page`: Results per page (max 100)

- `sort_by`: Sort field ('created_at', 'updated_at', 'priority', 'status')

- `sort_order`: 'asc' or 'desc'

- `ticket_id`: Ticket ID for single retrieval

**Pitfalls**:

- LIST uses `page`/`per_page` pagination, NOT offset-based; check `next_page` in response

- Maximum 100 results per page; iterate with page numbers until `next_page` is null

- Deleted tickets are not returned by LIST; use GET_BY_ID which returns status 'deleted'

- Ticket comments and audits are included in GET_BY_ID but not in LIST responses

2. Create and Update Tickets

**When to use**: User wants to create new tickets or modify existing ones

**Tool sequence**:

1. `ZENDESK_SEARCH_ZENDESK_USERS` - Find requester/assignee [Prerequisite]

2. `ZENDESK_CREATE_ZENDESK_TICKET` - Create a new ticket [Required]

3. `ZENDESK_UPDATE_ZENDESK_TICKET` - Update ticket fields [Optional]

4. `ZENDESK_DELETE_ZENDESK_TICKET` - Delete a ticket [Optional]

**Key parameters**:

- `subject`: Ticket subject line

- `description`: Ticket body (for creation; becomes first comment)

- `priority`: 'urgent', 'high', 'normal', 'low'

- `status`: 'new', 'open', 'pending', 'hold', 'solved', 'closed'

- `type`: 'problem', 'incident', 'question', 'task'

- `assignee_id`: Agent user ID to assign

- `requester_id`: Requester user ID

- `tags`: Array of tag strings

- `ticket_id`: Ticket ID (for update/delete)

**Pitfalls**:

- Tags on UPDATE REPLACE existing tags entirely; merge with current tags to preserve them

- Use `safe_update` with `updated_stamp` to prevent concurrent modification conflicts

- DELETE is permanent and irreversible; tickets cannot be recovered

- `description` is only used on creation; use REPLY_ZENDESK_TICKET to add comments after creation

- Closed tickets cannot be updated; create a follow-up ticket instead

3. Reply to Tickets

**When to use**: User wants to add comments or replies to tickets

**Tool sequence**:

1. `ZENDESK_GET_ZENDESK_TICKET_BY_ID` - Get current ticket state [Prerequisite]

2. `ZENDESK_REPLY_ZENDESK_TICKET` - Add a reply/comment [Required]

**Key parameters**:

- `ticket_id`: Ticket ID to reply to

- `body`: Reply text content

- `public`: Boolean; true for public reply, false for internal note

- `author_id`: Author user ID (defaults to authenticated user)

**Pitfalls**:

- Set `public: false` for internal notes visible only to agents

- Default is public reply which sends email to requester

- HTML is supported in body text

- Replying can also update ticket status simultaneously

4. Manage Users

**When to use**: User wants to find or create Zendesk users (agents, end-users)

**Tool sequence**:

1. `ZENDESK_SEARCH_ZENDESK_USERS` - Search for users [Required]

2. `ZENDESK_CREATE_ZENDESK_USER` - Create a new user [Optional]

3. `ZENDESK_GET_ABOUT_ME` - Get authenticated user info [Optional]

**Key para