What Can It Do?
- Search and manage tickets with advanced filters
- Batch create and update tickets for bulk operations
- Look up users and groups for routing
- Work with views and macros
- Manage triggers and automations
- Audit ticket history and review change events
- Track ticket metrics including response times and SLA data
- Manage tags for ticket and user categorization
- Browse Help Center articles and community posts
- Access Talk/Voice data including calls, call legs, and recordings
Where to Use It
In Agents (Recommended)
Add Zendesk as a tool to any agent. The agent can then manage your support operations conversationally, choosing the right actions based on context. To add an MCP tool to your agent:- Open your agent’s configuration
- Click Add tools → Connect an app with MCP
- Search for the integration and select it
- Authenticate with your account
In Workflows (Via Agent Node)
For automated pipelines, use an Agent Node with Zendesk tools. This gives you the flexibility of an agent within a deterministic workflow.As a Custom MCP Node
You can also create a standalone MCP node for a specific action. This generates a reusable node that performs one task, useful when you need the same operation repeatedly in workflows.- Go to your node library and search for the integration
- Click Create a node with AI
- Describe the specific action you want (e.g., “List open high-priority tickets”)
- Test the node and save it for reuse
Custom MCP nodes are single-purpose by design. For tasks that require multiple steps or dynamic decision-making, use an agent instead.
Available Tools
| Tool | Description |
|---|---|
| List Tickets | Search or list tickets |
| Get Ticket | Get ticket details |
| Create Ticket | Create a new ticket |
| Update Ticket | Update ticket fields |
| Merge Tickets | Merge duplicate tickets |
| Create Comment | Add a comment |
| List Comments | List ticket comments |
| List Ticket Attachments | List attachments on a ticket |
| Get Attachment | Get attachment details |
| List Ticket Fields | List available ticket fields |
| List Ticket Forms | List available ticket forms |
| List Users | List agents or end-users |
| Get User | Get user details |
| Search Users | Search by email or name |
| List Groups | List agent groups |
| Get Group | Get group details |
| List Tags | List all tags |
| Search Tags | Search for tags |
| Add Tags | Add tags to a ticket, user, or organization |
| Remove Tags | Remove tags from a ticket, user, or organization |
| List Views | List available views |
| Get View | Get view details |
| Get Tickets In View | Get tickets from a view |
| List Triggers | List all triggers |
| Search Triggers | Search for triggers |
| Get Trigger | Get trigger details |
| List Trigger Categories | List trigger categories |
| List Automations | List all automations |
| Search Automations | Search for automations |
| Get Automation | Get automation details |
| List Macros | List available macros |
| Search Macros | Search for macros |
| Get Macro | Get macro details |
| Preview Macro | Preview what changes a macro would make to a ticket without actually applying them |
| Apply Macro | Apply a macro to a ticket, executing all macro actions including field changes and comments |
| List Articles | List Help Center articles |
| Get Article | Get a Help Center article |
| Search Help Center | Search across Help Center content |
| List Posts | List community posts |
| Get Post | Get a community post |
| List Ticket Audits | List all audits for a ticket including field updates, status changes, and assignments |
| Get Ticket Audit | Get a specific audit record for a ticket |
| Get Ticket Metrics | Get performance metrics for a ticket including response times, resolution times, and SLA data |
| Batch Create Tickets | Create up to 100 tickets at once with full ticket options including custom fields, tags, and assignments |
| Batch Update Tickets | Update up to 100 tickets at once including status, priority, tags, custom fields, assignments, and comments |
| List Talk Calls | List Zendesk Talk voice calls |
| List Talk Call Legs | List call legs for a Talk call |
| Download Talk Recording | Download a Talk call recording |
Example Prompts
Use these with your agent or in the Agent Node: Find tickets:Troubleshooting
| Issue | Solution |
|---|---|
| Agent not finding the right data | Use specific ticket IDs or user emails |
| Action not completing | Check that you’ve authenticated with Zendesk |
| Unexpected results | The agent may chain multiple tools (e.g., searching first, then updating). Review the agent’s reasoning to understand its approach. |
| Tool not available | Verify the tool is enabled in your agent’s MCP configuration |
Need Help?
- Agents documentation for setup and best practices
- Agent Node guide for workflow integration
- Need help? Reach out to us
- Contact support@gumloop.com for assistance
Use this integration directly in Claude or Cursor. Connect remotely via the Zendesk MCP server using your Gumloop credentials.