Supported Zendesk Actions

This article describes the supported Zendesk actions and their configuration options.

Add a comment

This action allows you to add a public or internal comment to a Zendesk ticket.

• Comment: The content of the comment.

• Public or internal: A toggle to set the comment visibility.

• HTML or Plain text: Choose the format of the comment. This is an optional field. Use html if you have certain formatting you want to use.

• Author ID: The ID of the user adding the comment. This is an optional field. The internal comment will be shown to be added by this author. We propose to create an author called Tekst or similar.

Label a ticket

This action updates a Zendesk custom field (such as a dropdown or multi-select field) with a specific value. Use this to categorize tickets based on their content - for example, automatically setting a "Category" field to "Technical Issue" when Tekst detects technical keywords.

This action is different from "Tag a ticket." Labels update structured custom fields, while tags add free-form text labels to tickets.

Configuration fields:

• Field Identifier: The numeric ID of the Zendesk custom field you want to update (e.g., 1234567890).

• Value: The string value of the specific option within that field (e.g., option_high_priority for a dropdown choice like "High Priority").

How to find the Field Identifier

1. In Zendesk, go to Admin Center > Objects and rules > Tickets > Fields.

2. Locate your custom field in the list. The Field ID column shows the identifier you need.

3. Click Edit on the field to view the option values. For dropdown and multi-select fields, you'll see both the display name and the underlying tag/value (typically in a format like option_name).

Alternatively, use the Zendesk API endpoint /api/v2/ticket_fields.json to retrieve all field IDs and their option values programmatically. The response will show the value property for each option, which is what you need for the Value parameter.

Tag a ticket

This action adds one or more tags to a ticket.

• Tags to add: A list of tags to be added to the ticket.

Tags is an (often used) example of a field, hence the small overlap with label a ticket.

Update ticket status

This action updates the status of a Zendesk ticket.

• Status: The new status of the ticket. Choose from: New, Open, Pending, Hold, Solved, Closed.

Whatsapp message

This action is only available for integrations with Sunshine enabled.

This action sends a message to a WhatsApp conversation.

• Message: The content of the message to be sent.