zendesk-automation - Agent Skills

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.

Verify Rube MCP is available by confirming RUBE_SEARCH_TOOLS responds

Call RUBE_MANAGE_CONNECTIONS with toolkit zendesk

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

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:

ZENDESK_LIST_ZENDESK_TICKETS - List all tickets with pagination [Required]

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:

ZENDESK_SEARCH_ZENDESK_USERS - Find requester/assignee [Prerequisite]

ZENDESK_CREATE_ZENDESK_TICKET - Create a new ticket [Required]

ZENDESK_UPDATE_ZENDESK_TICKET - Update ticket fields [Optional]

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:

ZENDESK_GET_ZENDESK_TICKET_BY_ID - Get current ticket state [Prerequisite]

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:

ZENDESK_SEARCH_ZENDESK_USERS - Search for users [Required]

ZENDESK_CREATE_ZENDESK_USER - Create a new user [Optional]

ZENDESK_GET_ABOUT_ME - Get authenticated user info [Optional]

Key parameters:

query: Search string (matches name, email, phone, etc.)

name: User's full name (required for creation)

email: User's email address

role: 'end-user', 'agent', or 'admin'

verified: Whether email is verified

Pitfalls:

User search is fuzzy; may return partial matches

Creating a user with an existing email returns the existing user (upsert behavior)

Agent and admin roles may require specific plan features

5. Manage Organizations

When to use: User wants to list, create, or manage organizations

Tool sequence:

ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS - List all organizations [Required]

ZENDESK_GET_ZENDESK_ORGANIZATION - Get specific organization [Optional]

ZENDESK_CREATE_ZENDESK_ORGANIZATION - Create organization [Optional]

ZENDESK_UPDATE_ZENDESK_ORGANIZATION - Update organization [Optional]

ZENDESK_COUNT_ZENDESK_ORGANIZATIONS - Get total count [Optional]

Key parameters:

name: Organization name (unique, required for creation)

organization_id: Organization ID for get/update

details: Organization details text

notes: Internal notes

domain_names: Array of associated domains

tags: Array of tag strings

Pitfalls:

Organization names must be unique; duplicate names cause creation errors

Tags on UPDATE REPLACE existing tags (same behavior as tickets)

Domain names can be used for automatic user association

Common Patterns

Pagination

List endpoints:

Use page (1-based) and per_page (max 100)

Check next_page URL in response; null means last page

count field gives total results

Ticket Lifecycle

new -> open -> pending -> solved -> closed
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                hold --------+

new: Unassigned ticket

open: Assigned, being worked on

pending: Waiting for customer response

hold: Waiting for internal action

solved: Resolved, can be reopened

closed: Permanently closed, cannot be modified

User Search for Assignment

1. Call ZENDESK_SEARCH_ZENDESK_USERS with query (name or email)
Extract user ID from results

Use user ID as assignee_id in ticket creation/update

Known Pitfalls

Tags Behavior:

Tags on update REPLACE all existing tags

Always fetch current tags first and merge before updating

Tags are lowercase, no spaces (use underscores)

Safe Updates:

Use safe_update: true with updated_stamp (ISO 8601) to prevent conflicts

Returns 409 if ticket was modified since the stamp

Deletion:

Ticket deletion is permanent and irreversible

Consider setting status to 'closed' instead of deleting

Deleted tickets cannot be recovered via API

Rate Limits:

Default: 400 requests per minute

Varies by plan tier

429 responses include Retry-After header

Quick Reference

Task	Tool Slug	Key Params
List tickets	ZENDESK_LIST_ZENDESK_TICKETS	page, per_page, sort_by
Get ticket	ZENDESK_GET_ZENDESK_TICKET_BY_ID	ticket_id
Create ticket	ZENDESK_CREATE_ZENDESK_TICKET	subject, description, priority
Update ticket	ZENDESK_UPDATE_ZENDESK_TICKET	ticket_id, status, tags
Reply to ticket	ZENDESK_REPLY_ZENDESK_TICKET	ticket_id, body, public
Delete ticket	ZENDESK_DELETE_ZENDESK_TICKET	ticket_id
Search users	ZENDESK_SEARCH_ZENDESK_USERS	query
Create user	ZENDESK_CREATE_ZENDESK_USER	name, email
My profile	ZENDESK_GET_ABOUT_ME	(none)
List orgs	ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS	page, per_page
Get org	ZENDESK_GET_ZENDESK_ORGANIZATION	organization_id
Create org	ZENDESK_CREATE_ZENDESK_ORGANIZATION	name
Update org	ZENDESK_UPDATE_ZENDESK_ORGANIZATION	organization_id, name
Count orgs	ZENDESK_COUNT_ZENDESK_ORGANIZATIONS	(none)