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Zendesk MCP Server

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Zendesk is a full-featured customer service and support platform for managing help desk operations. Manage support tickets, organize customer conversations, maintain knowledge base articles, track user inquiries, and streamline customer support workflows with multi-channel communication tools.

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29 tools
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AI Skill
SKILL.md

Domain knowledge for Zendesk — workflow patterns, data models, and gotchas for your AI agent.

Zendesk

Zendesk organizes support around tickets, users, and organizations. Tickets move through statuses (new → open → pending → hold → solved → closed). Agents belong to groups; views are saved ticket filters. Macros bundle common agent actions; side conversations run parallel email/Slack/child-ticket threads on a ticket.

Operational order

  1. Open queue — list tickets filtered by status (usually open) before drilling into one ID.
  2. Single ticket — load by ticket ID; request the comment thread when the task needs conversation history.
  3. People lookup — resolve requester or assignee numeric IDs from users (roles: end-user, agent, admin).
  4. Reply — add a public comment on an existing ticket, or an internal note when the customer should not see it. Attach files by uploading first, then passing upload tokens on the comment.
  5. Create — new tickets need subject plus initial description; set requester_id when acting for a known customer.
  6. KB context — search Help Center articles when drafting self-service answers.
  7. Keyword-only tasks — global search when you do not know the resource type yet; then fetch by ID from the hit.
  8. Macros — list macros, preview on a ticket, then apply when the preview matches intent.
  9. Account config — ticket fields, forms, brands, triggers, automations, SLAs, schedules, and CSAT ratings are read-only introspection; do not assume Enterprise features exist until a call succeeds.
  10. Side conversations — only when Collaboration is enabled; email uses participant email, child tickets use support_group_id.

Data model

  • Ticket — subject, status, priority, type, requester_id, assignee_id, tags, comments.
  • User — end-user (customer), agent (handles tickets), or admin.
  • Organization — customer company; links users and tickets.
  • Group — agent team for routing.
  • View — saved filter over tickets (can include ticket rows when needed).
  • Article — Help Center KB page.
  • Macro — canned ticket updates; preview before applying.
  • Side conversation — parallel thread (email, Slack, child ticket, Teams) tied to a parent ticket.
  • Attachment — file on a comment; upload yields a short-lived token for comments.
  • Ticket field — custom field definition (id + type) used in ticket payloads.
  • Trigger / automation — business rules (event vs time-based); read-only here.
  • SLA policy / schedule — Enterprise timing configuration.
  • Satisfaction rating — CSAT score tied to solved tickets.

Questions you must refuse

  • "List every ticket ever" — the API paginates; total_count is not the same as rows returned. State how many rows you actually retrieved.
  • "Who has the most tickets in Zendesk globally?" — there is no account-wide ranking endpoint. Compare only tickets you explicitly fetched or filtered.

Gotchas

  • Subdomain only: Use the slug from mycompany.zendesk.com (e.g. mycompany), not the full URL or mycompany.zendesk.com. Wrong hosts cause TLS handshake failures.
  • Requester vs assignee: Requester is the customer; assignee is the agent user ID.
  • Create vs update: New tickets need subject + initial description. Follow-up text on existing tickets is a comment, not a description field change.
  • Delete vs close: Deleting removes the ticket permanently; closing is a status update to solved/closed.
  • Pagination: List responses include has_more and next_offset when more pages exist.
  • Macros: No usage or popularity metrics in the API — list macros by title, then apply or preview by id.
  • Triggers/automations: total_count + has_more=false means the full current account list, not a historical archive of deleted rules.
  • Rate limits: Zendesk returns HTTP 429 when throttled; back off and retry with a smaller page size.

Tools in this Server (29)

Zendesk Apply Macro

Preview or apply a Zendesk macro on a ticket. Pass macro_id from zendesk_get_macros (list macros by title first — do not guess IDs). With preview_only...

Zendesk Delete Organization

Permanently delete a Zendesk organization by ID.

Zendesk Delete Ticket

Permanently delete a Zendesk ticket by ID. This cannot be undone. To close a ticket without deletion, update status via zendesk_upsert_ticket.

Zendesk Delete User

Permanently delete a Zendesk user by ID.

Zendesk Get Articles

Get Help Center knowledge base articles. Pass article_id for full article body, or pass query to search articles by keyword (omit article_id). For tic...

Zendesk Get Attachments

Get Zendesk attachment metadata. Pass attachment_id for one file record, or ticket_id to collect attachments from the ticket comment thread.

Zendesk Get Automations

Get Zendesk automations (time-based ticket rules). Read-only. Pass automation_id for one automation, or list automations with optional active-only fil...

Zendesk Get Brands

Get Zendesk brands (multi-brand Support accounts). Pass brand_id for one brand, or list all brands with pagination.

Zendesk Get Groups

Get Zendesk agent groups. Pass group_id for one group, or omit to list groups used for ticket routing and assignment queues.

Zendesk Get Macros

Get Zendesk macros (canned agent actions). Pass macro_id for one macro, or list account macros with optional active-only filter. Pair with zendesk_app...

Zendesk Get Organizations

Get Zendesk organizations. Pass organization_id for one org, or list with optional name keyword. Organization IDs link customers on tickets and users.

Zendesk Get Satisfaction Ratings

Get Zendesk CSAT satisfaction ratings. Pass satisfaction_rating_id for one rating, or list recent ratings with pagination.

Zendesk Get Schedules

Get Zendesk business-hour schedules. Pass schedule_id for one schedule, or list schedules used by SLAs and routing.

Zendesk Get Side Conversations

Get side conversations on a Zendesk ticket (parallel email/Slack/child-ticket threads). Requires ticket_id; pass side_conversation_id for one thread. ...

Zendesk Get Sla Policies

Get Zendesk SLA policies (Enterprise). Pass sla_policy_id for one policy, or list policies. Requires SLA features on the account.

Zendesk Get Ticket Fields

Get Zendesk ticket custom field definitions (types, titles, options). Pass ticket_field_id for one field, or list fields with limit (responses can be ...

Zendesk Get Ticket Forms

Get Zendesk ticket forms (which fields appear on the new-ticket UI). Pass ticket_form_id for one form, or list forms with optional active-only filter.

Zendesk Get Tickets

Get Zendesk tickets. Pass ticket_id for one ticket (set include_comments for the conversation). Omit ticket_id to list tickets with optional status, p...

Zendesk Get Triggers

Get Zendesk triggers (event-driven ticket rules). Read-only. Pass trigger_id for one trigger, or list triggers with optional active-only filter. Pagin...

Zendesk Get Users

Get Zendesk users. Pass user_id for a profile, or omit it to list users filtered by role (end-user, agent, admin) and optional name/email keyword. Ass...

Zendesk Get Views

Get Zendesk saved views (filtered ticket queues). Pass view_id to fetch one view; set include_tickets=true to return tickets in that view. Omit view_i...

Zendesk Search

Search across Zendesk tickets, users, organizations, and Help Center articles with Zendesk query syntax. Returns ranked hits with resource type and ID...

Zendesk Upload Attachment

Upload a file to Zendesk and receive an upload token. Pass the token in zendesk_upsert_ticket_comment upload_tokens when adding a comment. Token is va...

Zendesk Upsert Organization

Create or update a Zendesk organization. Omit organization_id to create (name must be supplied on create). Pass organization_id to update name, domain...

Zendesk Upsert Side Conversation

Create a new side conversation on a ticket (email to external address, Slack channel, child ticket to a group, or Teams channel depending on participa...

Zendesk Upsert Side Conversation Reply

Reply on an existing Zendesk side conversation. Pass ticket_id, side_conversation_id, subject, body, and to participants.

Zendesk Upsert Ticket

Create or update a Zendesk ticket. Omit ticket_id to create — subject and description must be supplied on create. Pass ticket_id to update metadata (s...

Zendesk Upsert Ticket Comment

Add a comment to an existing Zendesk ticket. Set public=true for a customer-visible reply or public=false for an internal note. Does not change ticket...

Zendesk Upsert User

Create or update a Zendesk user. Omit user_id to create — name must be supplied on create. Pass user_id to update profile fields. End-users are custom...

Frequently Asked Questions

What is the Zendesk MCP server?

Zendesk is a full-featured customer service and support platform for managing help desk operations. Manage support tickets, organize customer conversations, maintain knowledge base articles, track user inquiries, and streamline customer support workflows with multi-channel communication tools. It provides 29 tools that AI agents can use through the Model Context Protocol (MCP).

How do I connect Zendesk to my AI agent?

Add the MCPBundles server URL to your MCP client configuration (Claude Desktop, Cursor, VS Code, etc.). The URL format is: https://mcp.mcpbundles.com/bundle/zendesk. Authentication is handled automatically.

How many tools does Zendesk provide?

Zendesk provides 29 tools that can be called by AI agents, along with a SKILL.md that gives your AI agent domain knowledge about when and how to use them.

What authentication does Zendesk require?

Zendesk uses API Key. Zendesk requires credentials. Connect via MCPBundles and authentication is handled automatically.

Setup Instructions

Connect Zendesk to any MCP client in minutes

MCP URL
https://mcp.mcpbundles.com/bundle/zendesk
Claude.aiCursorVS CodeVS Code InsidersGooseLM StudioCherry StudioChatGPT

One-click install:

Install on Claude.aiInstall for organization (admins)

The link prefills the Add custom connector dialog — you still review the values and click Add, then Connect to complete OAuth.

Or add manually

  1. Open claude.ai → Settings → Connectors.
  2. Click the + button and choose Add custom connector.
  3. Set Name to Zendesk and paste the MCP URL into Remote MCP server URL.
  4. Click Add. Zendesk will appear under Not connected — select it and click Connect to complete OAuth.
Name: Zendesk
Remote MCP server URL: https://mcp.mcpbundles.com/bundle/zendesk
Authentication: OAuth

Custom connectors at claude.ai require a paid Claude plan (Pro, Max, Team, or Enterprise).

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Zendesk MCP Server & Skill — 29 Tools