Zendesk v2

IT service management.

Case Management · Zendesk

Details

IDZendesk v2
ProviderZendesk
CategoryCase Management
From Version6.6.0
Docker Imagedemisto/python3:3.12.13.10116658
Supported ModulesAgentix Cloud Runtime Security XSIAM EDR Cortex Cloud

README

Some changes have been made that might affect your existing content.
If you are upgrading from a previous of this integration, see Breaking Changes.

Configure Zendesk v2 in Cortex

Parameter Description Required
Server URL (e.g., https://demisto.zendesk.com)   True
Username (or ‘<username>/token’ when using API key). example ‘admin@org.com’ when using the password, or ‘admin@org.com/token’ when using an API key. True
Password/API key   True
Fetch incidents   False
Incident Mirroring Direction Selects which direction you want the incidents mirrored. You can mirror **Incoming** only (from Zendesk to Cortex XSOAR), **Outgoing** only (from Cortex XSOAR to Zendesk), or both **Incoming And Outgoing**. False
Close mirrored incidents If true, XSOAR will mirror also the ticket closeing. False
Mirror tags Comment and files that will be marked with this tag will be pushed into Zendesk. False
Ticket Field to Fetch by Duplications might accrue when choosing ‘updated-at’ True
Ticket types to fetch   False
Fetch tickets status filter   False
Fetch tickets priority filter   False
Fetch tickets query filter   False
Maximum number of incidents per fetch   False
First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)   False
Incidents Fetch Interval   False
Incident type   False
Use system proxy settings   False
Trust any certificate (not secure)   False 
(The test does not ensure sufficient permissions for all integration commands.)

Commands

You can execute these commands from the CLI, as part of an automation, or in a playbook.
After you successfully execute a command, a DBot message appears in the War Room with the command details.

Required permissions

This integration enables executing commands with different permission levels. See the commands’ descriptions for more information on the required permission.
To learn more on Zendesk roles refer to:
Understanding Zendesk Support user roles
About team member product roles and access

zendesk-user-list

Gets the specified user’s data.
Required permissions: Admins, Agents and Light Agents.

Base Command

zendesk-user-list

Input

Argument Name Description Required
user_id The user’s ID to retrieve. Optional
user_name The user’s name.
Required permissions to use this argument: Agents .		 Optional
external_id The user’s unique identifier from another system. Optional
role The user’s role. Possible values are: end_user, agent, admin. Optional
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

Path Type Description
Zendesk.User.active boolean False if the user has been deleted.
Zendesk.User.alias string An alias displayed to end users.
Zendesk.User.chat_only boolean Whether the user is a chat-only agent.
Zendesk.User.created_at date The time the user was created.
Zendesk.User.custom_role_id number A custom role if the user is an agent on the Enterprise plan or above.
Zendesk.User.default_group_id number The ID of the user’s default group.
Zendesk.User.details string Any details you want to store about the user, such as an address.
Zendesk.User.external_id string A unique identifier from another system.
Zendesk.User.email string The user’s primary email address.
Zendesk.User.iana_time_zone string The time zone for the user.
Zendesk.User.id number The user’s ID.
Zendesk.User.last_login_at string The last time the user signed in to Zendesk Support.
Zendesk.User.locale string The user’s locale.
Zendesk.User.moderator boolean Whether the user has forum moderation capabilities.
Zendesk.User.name string The user’s name.
Zendesk.User.notes string Any notes you want to store about the user.
Zendesk.User.only_private_comments boolean True if the user can only create private comments.
Zendesk.User.organization_id number The ID of the user’s organization.
Zendesk.User.organization string The name of the user’s organization.
Zendesk.User.phone string The user’s primary phone number.
Zendesk.User.remote_photo_url string A URL pointing to the user’s profile picture.
Zendesk.User.report_csv boolean Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
Zendesk.User.restricted_agent boolean Whether the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
Zendesk.User.role string The user’s role. Possible values are “end-user”, “agent”, or “admin”.
Zendesk.User.role_type string The user’s role type.
Zendesk.User.shared boolean Whether the user is shared from a different Zendesk Support instance.
Zendesk.User.shared_agent boolean Whether the user is a shared agent from a different Zendesk Support instance.
Zendesk.User.shared_phone_number boolean Whether the phone number is shared.
Zendesk.User.signature string The user’s signature.
Zendesk.User.suspended boolean Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
Zendesk.User.tags string The user’s tags. Only present if your account has user tagging enabled.
Zendesk.User.ticket_restriction string Specifies which tickets the user has access to. Possible values are: “organization”, “groups”, “assigned”, “requested”, null.
Zendesk.User.time_zone string The user’s time zone.
Zendesk.User.two_factor_auth_enabled boolean Whether two factor authentication is enabled.
Zendesk.User.updated_at string The time the user was last updated.
Zendesk.User.verified boolean Whether any of the user’s identities is verified.

zendesk-user-create

Creates a new Zendesk user.
Required permissions: Agents, with restrictions on certain actions.

Base Command

zendesk-user-create

Input

Argument Name Description Required
name The user’s name. Required
email The user’s primary email address. Required
role The user’s role. Possible values are “end-user”, “agent”, or “admin”. Possible values are: end_user, agent, admin. Required
role_type The user’s role type. Possible values are: custom_agent, light_agent, chat_agent, chat_agent_contributor, admin, billing_admin. Optional
verified Whether to mark the user’s email as verified. Possible values are: true, false. Default is false. Optional
tags A comma-separated list of users’ tags. Optional
phone The user’s primary phone number. Optional
organization_name The name of the user’s organization. Optional
organization_id The ID of the user’s organization. Optional
notes Any notes you want to store about the user. Optional
details Any details you want to store about the user, such as an address. Optional
external_id A unique identifier from another system. Optional
locale The user’s locale. Optional
alias An alias displayed to end users. Optional
default_group_id The ID of the user’s default group. Optional
custom_role_id A custom role if the user is an agent on the Enterprise plan or above. Optional
identities Users external identities (JSON-formatted argument) e.g., [{“type”: “email”, “value”: “test@user.com”}, {“type”: “twitter”, “value”: “tester84”}]. Optional
user_fields Values of custom fields in the user’s profile (json formated field). Optional
check_if_user_exists Check if the user already exists (Will fail if the user exists already or will update a user’s existing data). Possible values are: true, false. Default is false. Optional

Context Output

Path Type Description
Zendesk.User.active boolean false if the user has been deleted.
Zendesk.User.alias string An alias displayed to end users.
Zendesk.User.chat_only boolean Whether or not the user is a chat-only agent.
Zendesk.User.created_at date The time the user was created.
Zendesk.User.custom_role_id number A custom role if the user is an agent on the Enterprise plan or above.
Zendesk.User.default_group_id number The ID of the user’s default group.
Zendesk.User.details string Any details you want to store about the user, such as an address.
Zendesk.User.external_id string A unique identifier from another system.
Zendesk.User.email string The user’s primary email address.
Zendesk.User.iana_time_zone string The time zone for the user.
Zendesk.User.id number The user’s ID.
Zendesk.User.last_login_at string The last time the user signed in to Zendesk Support.
Zendesk.User.locale string The user’s locale.
Zendesk.User.moderator boolean Whether the user has forum moderation capabilities.
Zendesk.User.name string The user’s name.
Zendesk.User.notes string Any notes you want to store about the user.
Zendesk.User.only_private_comments boolean True if the user can only create private comments.
Zendesk.User.organization_id number The ID of the user’s organization.
Zendesk.User.organization string The name of the user’s organization.
Zendesk.User.phone string The user’s primary phone number.
Zendesk.User.remote_photo_url string A URL pointing to the user’s profile picture.
Zendesk.User.report_csv boolean Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
Zendesk.User.restricted_agent boolean Whether the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
Zendesk.User.role string The user’s role. Possible values are “end-user”, “agent”, or “admin”.
Zendesk.User.role_type string The user’s role type.
Zendesk.User.shared boolean Whether the user is shared from a different Zendesk Support instance.
Zendesk.User.shared_agent boolean Whether the user is a shared agent from a different Zendesk Support instance.
Zendesk.User.shared_phone_number boolean Whether the phone number is shared.
Zendesk.User.signature string The user’s signature.
Zendesk.User.suspended boolean Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
Zendesk.User.tags string The user’s tags. Only present if your account has user tagging enabled.
Zendesk.User.ticket_restriction string Specifies which tickets the user has access to. Possible values are: “organization”, “groups”, “assigned”, “requested”, null.
Zendesk.User.time_zone string The user’s time zone.
Zendesk.User.two_factor_auth_enabled boolean Whether two factor authentication is enabled.
Zendesk.User.updated_at string The time the user was last updated.
Zendesk.User.verified boolean Whether any of the user’s identities is verified.

zendesk-user-update

Update user data.
Required permissions: Agents, with restrictions on certain actions.

Base Command

zendesk-user-update

Input

Argument Name Description Required
user_id The user ID to update. Required
name The user’s name. Optional
role The user’s role. Possible values are “end-user”, “agent”, or “admin”. Possible values are: end_user, agent, admin. Optional
role_type The user’s role type. Possible values are: custom_agent, light_agent, chat_agent, chat_agent_contributor, admin, billing_admin. Optional
verified Whether to mark the user email as verified (the added email). Possible values are: true, false. Optional
suspended Whether the user is suspended. Possible values are: true, false. Optional
tags The user’s tags. Optional
email Secondary email to add. Optional
phone The user’s primary phone number. Optional
organization_name The name of the user’s organization. Optional
organization_id The ID of the user’s organization. Optional
notes Any notes you want to store about the user. Optional
details Any details you want to store about the user, such as an address. Optional
external_id A unique identifier from another system. Optional
locale The user’s locale. Optional
alias An alias displayed to end users. Optional
default_group_id The ID of the user’s default group. Optional
custom_role_id A custom role if the user is an agent on the Enterprise plan or above. Optional
identities Users external identities (JSON-formatted argument) e.g., [{“type”: “email”, “value”: “test@user.com”}, {“type”: “twitter”, “value”: “tester84”}]. Optional
user_fields Values of custom fields in the user’s profile (JSON-formatted field). Optional

Context Output

Path Type Description
Zendesk.User.active boolean False if the user has been deleted.
Zendesk.User.alias string An alias displayed to end users.
Zendesk.User.chat_only boolean Whether the user is a chat-only agent.
Zendesk.User.created_at date The time the user was created.
Zendesk.User.custom_role_id number A custom role if the user is an agent on the Enterprise plan or above.
Zendesk.User.default_group_id number The ID of the user’s default group.
Zendesk.User.details string Any details you want to store about the user, such as an address.
Zendesk.User.external_id string A unique identifier from another system.
Zendesk.User.email string The user’s primary email address.
Zendesk.User.iana_time_zone string The time zone for the user.
Zendesk.User.id number The user’s ID.
Zendesk.User.last_login_at string The last time the user signed in to Zendesk Support.
Zendesk.User.locale string The user’s locale.
Zendesk.User.moderator boolean Whether the user has forum moderation capabilities.
Zendesk.User.name string The user’s name.
Zendesk.User.notes string Any notes you want to store about the user.
Zendesk.User.only_private_comments boolean True if the user can only create private comments.
Zendesk.User.organization_id number The ID of the user’s organization.
Zendesk.User.organization string The name of the user’s organization.
Zendesk.User.phone string The user’s primary phone number.
Zendesk.User.remote_photo_url string A URL pointing to the user’s profile picture.
Zendesk.User.report_csv boolean Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
Zendesk.User.restricted_agent boolean If the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
Zendesk.User.role string The user’s role. Possible values are “end-user”, “agent”, or “admin”.
Zendesk.User.role_type string The user’s role type.
Zendesk.User.shared boolean Whether the user is shared from a different Zendesk Support instance.
Zendesk.User.shared_agent boolean Whether the user is a shared agent from a different Zendesk Support instance.
Zendesk.User.shared_phone_number boolean Whether the phone number is shared.
Zendesk.User.signature string The user’s signature.
Zendesk.User.suspended boolean Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
Zendesk.User.tags string The user’s tags. Only present if your account has user tagging enabled.
Zendesk.User.ticket_restriction string Specifies which tickets the user has access to. Possible values are: “organization”, “groups”, “assigned”, “requested”, null
Zendesk.User.time_zone string The user’s time zone.
Zendesk.User.two_factor_auth_enabled boolean Whether two factor authentication is enabled.
Zendesk.User.updated_at string The time the user was last updated.
Zendesk.User.verified boolean Whether any of the user’s identities is verified.

zendesk-user-delete

Delete a user.
Required permissions: Admins.

Base Command

zendesk-user-delete

Input

Argument Name Description Required
user_id The ID of the user to delete. Required

Context Output

There is no context output for this command.

zendesk-organization-list

Get organization’s data.
Required permissions: Agents, with certain restrictions.
If the agent has a custom agent role that restricts the agent’s access to only users in their own organization,
a 403 Forbidden error is returned. See Creating custom agent roles in Zendesk help.

Base Command

zendesk-organization-list

Input

Argument Name Description Required
organization_id The ID of a specific organization.
Required permissions: Admins, Agents.		 Optional
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

Path Type Description
Zendesk.Organization.created_at date The time the organization was created.
Zendesk.Organization.details string Any details about the organization, such as the address.
Zendesk.Organization.domain_names string Domain names associated with this organization.
Zendesk.Organization.external_id string A unique external ID to associate organizations to an external record.
Zendesk.Organization.group_id number New tickets from users in this organization are automatically put in this group.
Zendesk.Organization.id number The organization ID.
Zendesk.Organization.name string The name of the organization.
Zendesk.Organization.notes string Any notes you have about the organization.
Zendesk.Organization.shared_comments boolean End users in this organization are able to see each other’s comments on tickets.
Zendesk.Organization.shared_tickets boolean End users in this organization are able to see each other’s tickets.
Zendesk.Organization.tags string The tags of the organization.
Zendesk.Organization.updated_at date The time of the last update of the organization.
Zendesk.Organization.url string The API URL of this organization.

zendesk-ticket-list

List Zendesk tickets.
Required permissions: Agents.

Base Command

zendesk-ticket-list

Input

Argument Name Description Required
query Query to search for tickets. For more information about the search syntax, see https://developer.zendesk.com/rest_api/docs/core/search. . Optional
ticket_id The ID of a specific ticket. Optional
filter Filter tickets for which the specified user is relevant. Possible values are: assigned, requested, ccd, followed, recent. Optional
user_id The agent ID associated with tickets filtered. Optional
sort The order of the retrieved tickets. Possible values are: id_asc, status_asc, updated_at_asc, id_desc, status_desc, updated_at_desc. Optional
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

Path Type Description
Zendesk.Ticket.allow_attachments boolean Whether the agents have permission to attachments to a comment.
Zendesk.Ticket.allow_channelback boolean False if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
Zendesk.Ticket.assignee string The agent currently assigned to the ticket.
Zendesk.Ticket.assignee_id number The ID of the agent currently assigned to the ticket.
Zendesk.Ticket.collaborators string The users currently CC’ed on the ticket.
Zendesk.Ticket.collaborator_ids number The ID of the users currently CC’ed on the ticket.
Zendesk.Ticket.created_at date The ticket creation time.
Zendesk.Ticket.description string The ticket description.
Zendesk.Ticket.due_at date If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
Zendesk.Ticket.email_ccs string The agents or end users currently CC’ed on the ticket.
Zendesk.Ticket.email_cc_ids number The ID of the agents or end users currently CC’ed on the ticket.
Zendesk.Ticket.external_id string An ID you can use to link Zendesk Support tickets to local records.
Zendesk.Ticket.followers string The agents currently following the ticket.
Zendesk.Ticket.follower_ids number The ID of the user who is currently following the ticket.
Zendesk.Ticket.followup_ids number The IDs of the followups created from this ticket. IDs are only visible once the ticket is closed.
Zendesk.Ticket.forum_topic_id number The topic in the Zendesk Web portal this ticket originated from, if any.
Zendesk.Ticket.group_id number The ID of the group this ticket is assigned to.
Zendesk.Ticket.has_incidents boolean True if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
Zendesk.Ticket.id number The ticket ID.
Zendesk.Ticket.is_public boolean True if any comments are public, false otherwise.
Zendesk.Ticket.organization string The organization of the requester.
Zendesk.Ticket.organization_id number The ID of the organization of the requester.
Zendesk.Ticket.priority string The urgency with which the ticket should be addressed.
Zendesk.Ticket.problem_id number For tickets of type “incident”, the ID of the problem the incident is linked to.
Zendesk.Ticket.raw_subject string The dynamic content placeholder, if present, or the “subject” value, if not.
Zendesk.Ticket.recipient string The original recipient email address of the ticket.
Zendesk.Ticket.requester string The user who requested this ticket.
Zendesk.Ticket.requester_id number The ID of the user who requested this ticket.
Zendesk.Ticket.satisfaction_rating unknown The satisfaction rating of the ticket, if it exists, or the state of satisfaction, “offered” or “unoffered”.
Zendesk.Ticket.sharing_agreement_ids number The IDs of the sharing agreements used for this ticket.
Zendesk.Ticket.status string The state of the ticket.
Zendesk.Ticket.subject string The value of the subject field for this ticket.
Zendesk.Ticket.submitter string The user who submitted the ticket.
Zendesk.Ticket.submitter_id number The ID of the user who submitted the ticket.
Zendesk.Ticket.tags string The array of tags applied to this ticket.
Zendesk.Ticket.type string The type of this ticket.
Zendesk.Ticket.updated_at date When this ticket was last updated.
Zendesk.Ticket.url string The API URL of this ticket.

zendesk-ticket-create

Create a new zendesk ticket.
Required permissions: Agents.

Base Command

zendesk-ticket-create

Input

Argument Name Description Required
subject The subject of this ticket. Required
type The type of this ticket. Possible values are: problem, incident, question, task. Required
requester The user who requested this ticket. Required
assignee_email The email address of the agent to assign the ticket to. Optional
collaborators Users to add as CC’s when creating a ticket. Optional
description The ticket description. Required
recipient The original recipient email address of the ticket. Optional
status The state of the ticket. Possible values are: new, open, pending, hold, solved, closed. Optional
priority The urgency with which the ticket should be addressed. Possible values are: urgent, high, normal, low. Default is normal. Optional
due_at If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format. Optional
email_ccs An array of agents or end users email CCs to add or delete from the ticket. Default is add.\nThe format is ‘562624,562625:put,example@example.com:delete’. Optional
external_id An ID you can use to link Zendesk Support tickets to local records. Optional
forum_topic_id The topic in the Zendesk Web portal this ticket originated from, if any. Optional
followers An array of agent followers to add or delete from the ticket. Default is add.\nThe format is ‘562624,562625:put,example@example.com:delete’. Optional
group_id The group this ticket is assigned to. Optional
organization_id The organization of the requester. Optional
problem_id For tickets of type “incident”, the ID of the problem the incident is linked to. Optional
tags The tags applied to this ticket. Optional
via_followup_source_id The ID of a closed ticket when creating a follow-up ticket. Optional
custom_fields Custom fields for the ticket (this is a JSON-formatted argument, see: https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-custom-field-values). Optional
brand_id Enterprise only. The ID of the brand this ticket is associated with. Optional
comment A comment to add to the ticket. Optional
html_comment An HTML comment to add to the ticket. Optional
public true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it. Possible values are: true, false. Default is true. Optional

Context Output

Path Type Description
Zendesk.Ticket.allow_attachments boolean Whether the agents have permission to add attachments to a comment.
Zendesk.Ticket.allow_channelback boolean False if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
Zendesk.Ticket.assignee string The agent currently assigned to the ticket.
Zendesk.Ticket.assignee_id number The ID of the agent currently assigned to the ticket.
Zendesk.Ticket.collaborators string The users currently CC’ed on the ticket.
Zendesk.Ticket.collaborator_ids number The ID of the users currently CC’ed on the ticket.
Zendesk.Ticket.created_at date The ticket creation time.
Zendesk.Ticket.description string The ticket description.
Zendesk.Ticket.due_at date If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
Zendesk.Ticket.email_ccs string The agents or end users currently CC’ed on the ticket.
Zendesk.Ticket.email_cc_ids number The ID of the agents or end users currently CC’ed on the ticket.
Zendesk.Ticket.external_id string An ID you can use to link Zendesk Support tickets to local records.
Zendesk.Ticket.followers string The agents currently following the ticket.
Zendesk.Ticket.follower_ids number The ID of the user who is currently following the ticket.
Zendesk.Ticket.followup_ids number The IDs of the followups created from this ticket. IDs are only visible once the ticket is closed.
Zendesk.Ticket.forum_topic_id number The topic in the Zendesk Web portal this ticket originated from, if any.
Zendesk.Ticket.group_id number The ID of the group this ticket is assigned to.
Zendesk.Ticket.has_incidents boolean True if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
Zendesk.Ticket.id number The ticket ID.
Zendesk.Ticket.is_public boolean True if any comments are public, false otherwise.
Zendesk.Ticket.organization string The organization of the requester.
Zendesk.Ticket.organization_id number The ID of the organization of the requester.
Zendesk.Ticket.priority string The urgency with which the ticket should be addressed.
Zendesk.Ticket.problem_id number For tickets of type “incident”, the ID of the problem the incident is linked to.
Zendesk.Ticket.raw_subject string The dynamic content placeholder, if present, or the “subject” value, if not.
Zendesk.Ticket.recipient string The original recipient email address of the ticket.
Zendesk.Ticket.requester string The user who requested this ticket.
Zendesk.Ticket.requester_id number The ID of the user who requested this ticket.
Zendesk.Ticket.satisfaction_rating unknown The satisfaction rating of the ticket, if it exists, or the state of satisfaction, “offered” or “unoffered”.
Zendesk.Ticket.sharing_agreement_ids number The IDs of the sharing agreements used for this ticket.
Zendesk.Ticket.status string The state of the ticket.
Zendesk.Ticket.subject string The value of the subject field for this ticket.
Zendesk.Ticket.submitter string The user who submitted the ticket.
Zendesk.Ticket.submitter_id number The ID of the user who submitted the ticket.
Zendesk.Ticket.tags string The array of tags applied to this ticket.
Zendesk.Ticket.type string The type of this ticket.
Zendesk.Ticket.updated_at date When this ticket was last updated.
Zendesk.Ticket.url string The API URL of this ticket.

zendesk-ticket-update

Updates a Zendesk ticket.
Required permissions: Agents.

Base Command

zendesk-ticket-update

Input

Argument Name Description Required
ticket_id The ID of the ticket to update. Required
subject The subject of this ticket. Optional
type The type of this ticket. Possible values are: problem, incident, question, task. Optional
requester The user who requested this ticket. Optional
assignee_email The email address of the agent to assign the ticket to. Optional
collaborators Users to add as CCs when creating a ticket. Optional
comment A comment to add to the ticket. Optional
html_comment An HTML comment to add to the ticket. Optional
public true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it. Possible values are: true, false. Default is true. Optional
recipient The original recipient email address of the ticket. Optional
status The state of the ticket. Possible values are: open, pending, hold, solved, closed. Optional
priority The urgency with which the ticket should be addressed. Possible values are: urgent, high, normal, low. Optional
due_at If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format. Optional
email_ccs An array of agents or end users email CC’s to add or delete from the ticket. Default is add.\nThe format is ‘562624,562625:put,example@example.com:delete’. Optional
external_id An ID you can use to link Zendesk Support tickets to local records. Optional
followers An array of agent followers to add or delete from the ticket. Default is add.\nThe format is ‘562624,562625:put,example@example.com:delete’. Optional
group_id The ID of the group this ticket is assigned to. Optional
organization The ID of the organization of the requester. Optional
problem_id For tickets of type “incident”, the ID of the problem the incident is linked to. Optional
tags The tags applied to this ticket. Optional
custom_fields Custom fields for the ticket (this is a JSON-formatted argument see: https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-custom-field-values). Optional
brand_id Enterprise only. The ID of the brand this ticket is associated with. Optional

Context Output

Path Type Description
Zendesk.Ticket.allow_attachments boolean Whether the agents have permission to attachments to a comment.
Zendesk.Ticket.allow_channelback boolean False if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
Zendesk.Ticket.assignee string The agent currently assigned to the ticket.
Zendesk.Ticket.collaborators string The users currently CC’ed on the ticket.
Zendesk.Ticket.collaborator_ids number The ID of the users currently CC’ed on the ticket.
Zendesk.Ticket.created_at date The ticket creation time.
Zendesk.Ticket.description string The ticket description.
Zendesk.Ticket.due_at date If this is a ticket of type “task” it has a due date. Due date format uses ISO 8601 format.
Zendesk.Ticket.email_ccs string The agents or end users currently CC’ed on the ticket.
Zendesk.Ticket.email_cc_ids number The ID of the agents or end users currently CC’ed on the ticket.
Zendesk.Ticket.external_id string An ID you can use to link Zendesk Support tickets to local records.
Zendesk.Ticket.followers string The agents currently following the ticket.
Zendesk.Ticket.follower_ids number The ID of the user who is currently following the ticket.
Zendesk.Ticket.followup_ids number The IDs of the followups created from this ticket. Ids are only visible once the ticket is closed.
Zendesk.Ticket.forum_topic_id number The topic in the Zendesk Web portal this ticket originated from, if any.
Zendesk.Ticket.group_id number The group this ticket is assigned to.
Zendesk.Ticket.has_incidents boolean True if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
Zendesk.Ticket.id number The ticket ID.
Zendesk.Ticket.is_public boolean True if any comments are public, false otherwise.
Zendesk.Ticket.organization string The organization of the requester.
Zendesk.Ticket.priority string The urgency with which the ticket should be addressed.
Zendesk.Ticket.problem_id number For tickets of type “incident”, the ID of the problem the incident is linked to.
Zendesk.Ticket.raw_subject string The dynamic content placeholder, if present, or the “subject” value, if not.
Zendesk.Ticket.recipient string The original recipient email address of the ticket.
Zendesk.Ticket.requester string The user who requested this ticket.
Zendesk.Ticket.satisfaction_rating unknown The satisfaction rating of the ticket, if it exists, or the state of satisfaction, “offered” or “unoffered”.
Zendesk.Ticket.sharing_agreement_ids number The IDs of the sharing agreements used for this ticket.
Zendesk.Ticket.status string The state of the ticket.
Zendesk.Ticket.subject string The value of the subject field for this ticket.
Zendesk.Ticket.submitter string The user who submitted the ticket.
Zendesk.Ticket.tags string The array of tags applied to this ticket.
Zendesk.Ticket.type string The type of this ticket.
Zendesk.Ticket.updated_at date When this ticket was last updated.
Zendesk.Ticket.url string The API URL of this ticket.

zendesk-ticket-delete

Delete ticket.
Required permissions: Admins, Agents with permission to delete tickets.
Agent delete permissions are set in Support.
See Deleting tickets in the Zendesk Support Help Center.

Base Command

zendesk-ticket-delete

Input

Argument Name Description Required
ticket_id The ID of the ticket to delete. Required

Context Output

There is no context output for this command.

zendesk-ticket-comment-list

List comments for a given ticket.
Required permissions: Agents.

Base Command

zendesk-ticket-comment-list

Input

Argument Name Description Required
ticket_id The ID of the ticket to list comments. Required
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

Path Type Description
Zendesk.Ticket.Comment.attachments.content_type string The content type of the image. Example value: “image/png”.
Zendesk.Ticket.Comment.attachments.content_url string A full URL where the attached image file can be downloaded.
Zendesk.Ticket.Comment.attachments.deleted boolean If true, the attachment has been deleted.
Zendesk.Ticket.Comment.attachments.file_name string The name of the file.
Zendesk.Ticket.Comment.attachments.height string The height of the image file in pixels.
Zendesk.Ticket.Comment.attachments.id number The ID of the attachment.
Zendesk.Ticket.Comment.attachments.inline boolean If true, the attachment is excluded from the attachment list and the attachment’s URL can be referenced within the comment of a ticket.
Zendesk.Ticket.Comment.attachments.mapped_content_url string The URL the attachment image file has been mapped to.
Zendesk.Ticket.Comment.attachments.size number The size of the image file in bytes.
Zendesk.Ticket.Comment.attachments.url string A URL to access the attachment details.
Zendesk.Ticket.Comment.attachments.width string The width of the image file in pixels.
Zendesk.Ticket.Comment.audit_id number The ID of the ticket audit record.
Zendesk.Ticket.Comment.author string The comment author.
Zendesk.Ticket.Comment.body string The comment string.
Zendesk.Ticket.Comment.created_at date The time the comment was created.
Zendesk.Ticket.Comment.html_body string The comment formatted as HTML.
Zendesk.Ticket.Comment.id number The comment ID.
Zendesk.Ticket.Comment.metadata unknown System information (web client, IP address, etc.) and comment flags, if any.
Zendesk.Ticket.Comment.plain_body string The comment as plain text.
Zendesk.Ticket.Comment.public boolean True if a public comment, false if an internal note.
Zendesk.Ticket.Comment.type string Comment or VoiceComment.

zendesk-ticket-attachment-add

Attach file to ticket.
Required permissions: End users.

Base Command

zendesk-ticket-attachment-add

Input

Argument Name Description Required
ticket_id The ID of the ticket where the file should be uploaded. Required
file_id The file entry ID. Required
comment The comment body for the attached file. Required
filename The filename to upload. Default is the original filename. Optional

Context Output

There is no context output for this command.

zendesk-attachment-get

Get attachment.
Required permissions: Admins.

Base Command

zendesk-attachment-get

Input

Argument Name Description Required
attachment_id The ID of attachment to retrieve. Required

Context Output

There is no context output for this command.

zendesk-search

Search in Zendesk.

Base Command

zendesk-search

Input

Argument Name Description Required
query The query for the search. Required
page_number The page number (used for pagination). Optional
page_size The page size (used for pagination). Optional
limit Maximum number of results to return. Default is 50. Optional

Context Output

Path Type Description
Zendesk.Search unknown The search results.

zendesk-article-list

List all available articles.
Required permissions: Agents, End users, Anonymous users.

Base Command

zendesk-article-list

Input

Argument Name Description Required
article_id The ID of a specific article to retrieve. Optional
locale The locale that the article is displayed in. Optional
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

There is no context output for this command.

zendesk-clear-cache

Clears the Zendesk integration cache.

Base Command

zendesk-clear-cache

Input

| Argument Name | Description | Required |
| — | — | — |

Context Output

There is no context output for this command.

get-remote-data

Get remote data from a remote incident. Note that this method will not update the current incident. It’s used for debugging purposes.

Base Command

get-remote-data

Input

Argument Name Description Required
id The remote incident ID. Required
lastUpdate UTC timestamp in seconds. The incident is only updated if it was modified after the last update time. Default is 0. Optional

Context Output

There is no context output for this command.

get-mapping-fields

Returns the list of fields for an incident type.

Base Command

get-mapping-fields

Input

There are no input arguments for this command.

Context Output

There is no context output for this command.

get-modified-remote-data

Get the list of incidents that were modified since the last update. Note that this method is used for debugging purposes. get-modified-remote-data is used as part of a Mirroring feature, which is available since version 6.1.

Base Command

get-modified-remote-data

Input

Argument Name Description Required
lastUpdate Date string representing the local time. The incident is only returned if it was modified after the last update time. Optional

Context Output

There is no context output for this command.

update-remote-system

Updates local incident changes in the remote incident. This method is only used for debugging purposes and will not update the current incident.

Base Command

update-remote-system

Input

There are no input arguments for this command.

Context Output

There is no context output for this command.

zendesk-group-user-list

Get group’s users.
Allowed for: Admins, Agents and Light Agents.

Note: In case the group_id does not exist, the command will return all users.

Base Command

zendesk-group-user-list

Input

Argument Name Description Required
group_id The ID of a specific group. Required
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

Path Type Description
Zendesk.UserGroup.active Boolean False if the user has been deleted.
Zendesk.UserGroup.alias String An alias displayed to end users.
Zendesk.UserGroup.created_at Date The time the user was created.
Zendesk.UserGroup.custom_role_id Number A custom role if the user is an agent on the Enterprise plan or above.
Zendesk.UserGroup.default_group_id Number The ID of the user’s default group.
Zendesk.UserGroup.details String Any details you want to store about the user, such as an address.
Zendesk.UserGroup.email String The user’s primary email address.
Zendesk.UserGroup.external_id String A unique identifier from another system.
Zendesk.UserGroup.iana_time_zone String The time zone for the user.
Zendesk.UserGroup.id Number The user’s ID.
Zendesk.UserGroup.last_login_at Date The last time the user signed in to Zendesk Support.
Zendesk.UserGroup.locale String The user’s locale.
Zendesk.UserGroup.locale_id Number The user’s locale ID.
Zendesk.UserGroup.moderator Boolean Whether the user has forum moderation capabilities.
Zendesk.UserGroup.name String The user’s name.
Zendesk.UserGroup.notes String Any notes you want to store about the user.
Zendesk.UserGroup.only_private_comments Boolean True if the user can only create private comments.
Zendesk.UserGroup.organization_id Number The ID of the user’s organization.
Zendesk.UserGroup.phone String The user’s primary phone number.
Zendesk.UserGroup.photo String A URL pointing to the user’s profile picture.
Zendesk.UserGroup.report_csv Boolean Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
Zendesk.UserGroup.restricted_agent Boolean Whether the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
Zendesk.UserGroup.role String The user’s role. Possible values are “end-user”, “agent”, or “admin”.
Zendesk.UserGroup.role_type Number The user’s role type.
Zendesk.UserGroup.shared Boolean Whether the user is shared from a different Zendesk Support instance.
Zendesk.UserGroup.shared_agent Boolean Whether the user is a shared agent from a different Zendesk Support instance.
Zendesk.UserGroup.shared_phone_number Boolean Whether the phone number is shared.
Zendesk.UserGroup.signature String The user’s signature.
Zendesk.UserGroup.suspended Boolean Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
Zendesk.UserGroup.tags Unknown The user’s tags. Only present if your account has user tagging enabled.
Zendesk.UserGroup.ticket_restriction Unknown Specifies which tickets the user has access to. Possible values are: “organization”, “groups”, “assigned”, “requested”, null.
Zendesk.UserGroup.time_zone String The user’s time zone.
Zendesk.UserGroup.two_factor_auth_enabled Unknown Whether two factor authentication is enabled.
Zendesk.UserGroup.updated_at Date The time the user was last updated.
Zendesk.UserGroup.url String The URL that points to the user’s API record.
Zendesk.UserGroup.user_fields Unknown The user fields as shown in the Zendesk user interface.
Zendesk.UserGroup.verified Boolean Whether any of the user’s identities is verified.

Command example

!zendesk-group-user-list group_id=12345 limit=1

Context Example

{
    "Zendesk": {
        "UserGroup": [
            {
                "active": true,
                "alias": "",
                "created_at": "2022-03-27T08:42:06Z",
                "custom_role_id": 4678497517981,
                "default_group_id": 4678483739805,
                "details": "",
                "email": "test@user.com",
                "external_id": null,
                "iana_time_zone": "Asia/Jerusalem",
                "id": 1908275070333,
                "last_login_at": "2023-05-31T11:13:41Z",
                "locale": "en-US",
                "locale_id": 1,
                "moderator": true,
                "name": "Admin",
                "notes": "",
                "only_private_comments": false,
                "organization_id": 4678483740317,
                "phone": null,
                "photo": null,
                "report_csv": true,
                "restricted_agent": false,
                "role": "admin",
                "role_type": 4,
                "shared": false,
                "shared_agent": false,
                "shared_phone_number": null,
                "signature": "",
                "suspended": false,
                "tags": [],
                "ticket_restriction": null,
                "time_zone": "Asia/Jerusalem",
                "two_factor_auth_enabled": null,
                "updated_at": "2023-05-31T11:13:41Z",
                "url": "https://some-url/api/v2/users/1908275070333.json",
                "user_fields": {},
                "verified": true
            }
        ]
    }
}

Human Readable Output

Zendesk Group Users

Id Name Email Role CreatedAt
1908275070333 Admin test@user.com admin 2022-03-27T08:42:06Z

zendesk-group-list

Get Zendesk groups.
Allowed for: Admins, Agents.

Base Command

zendesk-group-list

Input

Argument Name Description Required
limit Maximum number of results to return. Default is 50. Optional
page_size The page size (used for pagination). Optional
page_number The page number (used for pagination). Optional

Context Output

Path Type Description
Zendesk.Group.created_at Date The time the group was created.
Zendesk.Group.default Boolean If the group is the default one for the account.
Zendesk.Group.deleted Boolean true if the group is deleted false otherwise.
Zendesk.Group.description String The description of the group.
Zendesk.Group.id Number The group ID.
Zendesk.Group.is_public Boolean If true, the group is public. If false, the group is private. You can’t change a private group to a public group.
Zendesk.Group.name String The name of the group.
Zendesk.Group.updated_at Date The time of the last update of the group.
Zendesk.Group.url String The API URL of the group.

Command example

!zendesk-group-list limit=1

Context Example

{
    "Zendesk": {
        "Group": [
            {
                "created_at": "2023-06-06T07:44:20Z",
                "default": false,
                "deleted": false,
                "description": "This is a group for testing",
                "id": 11395818128925,
                "is_public": true,
                "name": "Test Group",
                "updated_at": "2023-06-06T07:44:20Z",
                "url": "https://some-url/api/v2/groups/11395818128925.json"
            }
        ]
    }
}

Human Readable Output

Zendesk groups

Id Name IsPublic CreatedAt UpdatedAt
11395818128925 Test Group true 2023-06-06T07:44:20Z 2023-06-06T07:44:20Z

Incident Mirroring

You can enable incident mirroring between Cortex XSOAR incidents and Zendesk v2 corresponding events (available from Cortex XSOAR version 6.0.0).
To set up the mirroring:

  1. Enable Fetching incidents in your instance configuration.

  2. In the Mirroring Direction integration parameter, select in which direction the incidents should be mirrored:

    Option Description
    None Turns off incident mirroring.
    Incoming Any changes in Zendesk v2 events (mirroring incoming fields) will be reflected in Cortex XSOAR incidents.
    Outgoing Any changes in Cortex XSOAR incidents will be reflected in Zendesk v2 events (outgoing mirrored fields).
    Incoming And Outgoing Changes in Cortex XSOAR incidents and Zendesk v2 events will be reflected in both directions.
  3. Optional: Check the Close Mirrored XSOAR Incident integration parameter to close the Cortex XSOAR incident when the corresponding event is closed in Zendesk v2.

Newly fetched incidents will be mirrored in the chosen direction. However, this selection does not affect existing incidents.

Important Notes:

  • To ensure the mirroring works as expected, mappers are required, both for incoming and outgoing, to map the expected fields in Cortex XSOAR and Zendesk v2.
  • Required permissions: Admins

Configuration parameters

  • base_url — Server URL (e.g., https://demisto.zendesk.com) (required)
  • credentials — Username (or '<username>/token' when using API key). (required)
  • isFetch — Fetch incidents
  • mirror_direction — Incident Mirroring Direction
  • close_incident — Close mirrored incidents
  • get_attachments — Get incident attachments
  • mirror_tags — Mirror tags
  • time_filter — Ticket Field to Fetch by
  • ticket_types — Ticket types to fetch
  • ticket_status — Fetch tickets status filter
  • ticket_priority — Fetch tickets priority filter
  • fetch_query — Fetch tickets query filter
  • max_fetch — Maximum number of incidents per fetch
  • first_fetch — First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)
  • incidentFetchInterval — Incidents Fetch Interval
  • incidentType — Incident type
  • proxy — Use system proxy settings
  • insecure — Trust any certificate (not secure)

Commands (21)

  • get-mapping-fields

    Returns the list of fields for an incident type.

  • get-modified-remote-data

    Get the list of incidents that were modified since the last update. Note that this method is used for debugging purposes. get-modified-remote-data is used as part of a Mirroring feature, which is available since version 6.1.

  • get-remote-data

    Get remote data from a remote incident. Note that this method will not update the current incident. It's used for debugging purposes.

  • update-remote-system

    Updates local incident changes in the remote incident. This method is only used for debugging purposes and will not update the current incident.

  • zendesk-article-list

    List all available articles. Required permissions: Agents, End users, Anonymous users.

  • zendesk-attachment-get

    Get attachment. Required permissions: Admins.

  • zendesk-clear-cache

    Clears the Zendesk integration cache.

  • zendesk-group-list

    Get Zendesk groups. Allowed for: Admins, Agents.

  • zendesk-group-user-list

    Get group's users. Allowed for: Admins, Agents and Light Agents.

  • zendesk-organization-list

    Get organization's data. Required permissions: Agents, with certain restrictions. If the agent has a custom agent role that restricts the agent's access to only users in their own organization, a 403 Forbidden error is returned. See Creating custom agent roles in the Zendesk help.

  • zendesk-search

    Search in Zendesk.

  • zendesk-ticket-attachment-add

    Attach a file to a ticket. Required permissions: End users.

  • zendesk-ticket-comment-list

    List comments for a given ticket. Required permissions: Agents.

  • zendesk-ticket-create

    Create a new Zendesk ticket. Required permissions: Agents.

  • zendesk-ticket-delete

    Delete ticket. Required permissions: Admins, Agents with permission to delete tickets. Agent delete permissions are set in Support. See Deleting tickets in the Zendesk Support Help Center.

  • zendesk-ticket-list

    List Zendesk tickets. Required permissions: Agents.

  • zendesk-ticket-update

    Updates a Zendesk ticket. Required permissions: Agents.

  • zendesk-user-create

    Creates a new Zendesk user. Required permissions: Agents, with restrictions on certain actions.

  • zendesk-user-delete

    Delete a user. Required permissions: Admins.

  • zendesk-user-list

    Gets the specified user's data. Required permissions: Admins, Agents and Light Agents.

  • zendesk-user-update

    Update user data. Required permissions: Agents, with restrictions on certain actions.

Source

Zendeskv2.py Zendeskv2_test.py Zendeskv2.yml Zendeskv2_description.md
Download History Raw 
commonfields:
  id: Zendesk v2
  version: -1
name: Zendesk v2
display: Zendesk v2
category: Case Management
provider: Zendesk
description: IT service management.
detaileddescription: Zendesk integration requires the API key and a username.
sectionorder:
- Connect
- Collect
configuration:
- display: Server URL (e.g., https://demisto.zendesk.com)
  name: base_url
  type: 0
  required: true
  section: Connect
- display: Username (or '<username>/token' when using API key).
  additionalinfo: example 'admin@org.com' when using the password, or 'admin@org.com/token' when using an API key.
  displaypassword: Password/API key
  name: credentials
  type: 9
  required: true
  section: Connect
- display: Fetch incidents
  name: isFetch
  type: 8
  section: Connect
  required: false
  supportedModules:
  - agentix
  - xsiam
- additionalinfo: 'Selects which direction you want the incidents mirrored. You can mirror **Incoming** only (from Zendesk to Cortex XSOAR), **Outgoing** only (from Cortex XSOAR to Zendesk), or both **Incoming And Outgoing**.'
  defaultvalue: None
  display: Incident Mirroring Direction
  hidden:
  - marketplacev2
  - platform
  name: mirror_direction
  options:
  - None
  - Incoming
  - Outgoing
  - Incoming And Outgoing
  type: 15
  section: Collect
  required: false
- display: Close mirrored incidents
  name: close_incident
  defaultvalue: "true"
  type: 8
  section: Collect
  additionalinfo: If true, XSOAR will mirror also the ticket closeing.
  hidden:
  - marketplacev2
  - platform
  required: false
- display: Get incident attachments
  name: get_attachments
  type: 8
  section: Collect
  advanced: true
  required: false
- additionalinfo: Comment and files that will be marked with this tag will be pushed into Zendesk.
  defaultvalue: mirror
  display: Mirror tags
  hidden:
  - marketplacev2
  - platform
  name: mirror_tags
  type: 0
  section: Collect
  advanced: true
  required: false
- display: Ticket Field to Fetch by
  name: time_filter
  defaultvalue: created-at
  type: 15
  options:
  - created-at
  - updated-at
  additionalinfo: Duplications might accrue when choosing 'updated-at'
  section: Collect
  advanced: true
  required: false
- display: Ticket types to fetch
  name: ticket_types
  defaultvalue: all
  type: 16
  options:
  - all
  - problem
  - incident
  - question
  - task
  section: Collect
  advanced: true
  required: false
- display: Fetch tickets status filter
  name: ticket_status
  defaultvalue: all
  type: 16
  options:
  - all
  - new
  - open
  - pending
  - hold
  - solved
  - closed
  section: Collect
  advanced: true
  required: false
- display: Fetch tickets priority filter
  name: ticket_priority
  defaultvalue: all
  type: 16
  options:
  - all
  - low
  - normal
  - high
  - urgent
  section: Collect
  advanced: true
  required: false
- display: Fetch tickets query filter
  name: fetch_query
  type: 0
  section: Collect
  advanced: true
  required: false
- display: Maximum number of incidents per fetch
  name: max_fetch
  type: 0
  section: Collect
  defaultvalue: '50'
  required: false
  supportedModules:
  - agentix
  - xsiam
- defaultvalue: 3 days
  display: First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)
  name: first_fetch
  type: 0
  section: Collect
  required: false
- display: Incidents Fetch Interval
  name: incidentFetchInterval
  defaultvalue: '1'
  type: 19
  section: Collect
  required: false
  supportedModules:
  - agentix
  - xsiam
- display: Incident type
  name: incidentType
  defaultvalue: Zendesk Ticket
  type: 13
  section: Collect
  required: false
  supportedModules:
  - agentix
  - xsiam
- display: Use system proxy settings
  name: proxy
  type: 8
  section: Connect
  advanced: true
  required: false
- display: Trust any certificate (not secure)
  name: insecure
  type: 8
  section: Connect
  advanced: true
  required: false
script:
  script: '-'
  type: python
  commands:
  - name: zendesk-user-list
    description: |-
      Gets the specified user's data. 
      Required permissions: Admins, Agents and Light Agents.
    arguments:
    - name: user_id
      isArray: true
      description: The user's ID to retrieve.
    - name: user_name
      description: |-
        The user's name. 
        Required permissions to use this argument: Agents. 
    - name: external_id
      description: The user's unique identifier from another system.
    - name: role
      auto: PREDEFINED
      predefined:
      - end-user
      - agent
      - admin
      description: The user's role.
    - name: limit
      default: true
      description: Maximum number of results to return. Default is 50.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
    outputs:
    - contextPath: Zendesk.User.active
      type: boolean
      description: False if the user has been deleted.
    - contextPath: Zendesk.User.alias
      type: string
      description: An alias displayed to end users.
    - contextPath: Zendesk.User.chat_only
      type: boolean
      description: Whether the user is a chat-only agent.
    - contextPath: Zendesk.User.created_at
      type: date
      description: The time the user was created.
    - contextPath: Zendesk.User.custom_role_id
      type: number
      description: A custom role if the user is an agent on the Enterprise plan or above.
    - contextPath: Zendesk.User.default_group_id
      type: number
      description: The ID of the user's default group.
    - contextPath: Zendesk.User.details
      type: string
      description: Any details you want to store about the user, such as an address.
    - contextPath: Zendesk.User.external_id
      type: string
      description: A unique identifier from another system.
    - contextPath: Zendesk.User.email
      type: string
      description: The user's primary email address.
    - contextPath: Zendesk.User.iana_time_zone
      type: string
      description: The time zone for the user.
    - contextPath: Zendesk.User.id
      type: number
      description: The user's ID.
    - contextPath: Zendesk.User.last_login_at
      type: string
      description: The last time the user signed in to Zendesk Support.
    - contextPath: Zendesk.User.locale
      type: string
      description: The user's locale.
    - contextPath: Zendesk.User.moderator
      type: boolean
      description: Whether the user has forum moderation capabilities.
    - contextPath: Zendesk.User.name
      type: string
      description: The user's name.
    - contextPath: Zendesk.User.notes
      type: string
      description: Any notes you want to store about the user.
    - contextPath: Zendesk.User.only_private_comments
      type: boolean
      description: True if the user can only create private comments.
    - contextPath: Zendesk.User.organization_id
      type: number
      description: The ID of the user's organization.
    - contextPath: Zendesk.User.organization
      type: string
      description: The name of the user's organization.
    - contextPath: Zendesk.User.phone
      type: string
      description: The user's primary phone number.
    - contextPath: Zendesk.User.remote_photo_url
      type: string
      description: A URL pointing to the user's profile picture.
    - contextPath: Zendesk.User.report_csv
      type: boolean
      description: Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
    - contextPath: Zendesk.User.restricted_agent
      type: boolean
      description: Whether the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
    - contextPath: Zendesk.User.role
      type: string
      description: The user's role. Possible values are "end-user", "agent", or "admin".
    - contextPath: Zendesk.User.role_type
      type: string
      description: The user's role type.
    - contextPath: Zendesk.User.shared
      type: boolean
      description: Whether the user is shared from a different Zendesk Support instance.
    - contextPath: Zendesk.User.shared_agent
      type: boolean
      description: Whether the user is a shared agent from a different Zendesk Support instance.
    - contextPath: Zendesk.User.shared_phone_number
      type: boolean
      description: Whether the phone number is shared.
    - contextPath: Zendesk.User.signature
      type: string
      description: The user's signature.
    - contextPath: Zendesk.User.suspended
      type: boolean
      description: Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
    - contextPath: Zendesk.User.tags
      type: string
      description: The user's tags. Only present if your account has user tagging enabled.
    - contextPath: Zendesk.User.ticket_restriction
      type: string
      description: 'Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null.'
    - contextPath: Zendesk.User.time_zone
      type: string
      description: The user's time zone.
    - contextPath: Zendesk.User.two_factor_auth_enabled
      type: boolean
      description: Whether two factor authentication is enabled.
    - contextPath: Zendesk.User.updated_at
      type: string
      description: The time the user was last updated.
    - contextPath: Zendesk.User.verified
      type: boolean
      description: Whether any of the user's identities is verified.
  - name: zendesk-user-create
    description: |-
      Creates a new Zendesk user. 
      Required permissions: Agents, with restrictions on certain actions.
    arguments:
    - name: name
      required: true
      description: The user's name.
    - name: email
      required: true
      description: The user's primary email address.
    - name: role
      required: true
      auto: PREDEFINED
      predefined:
      - end_user
      - agent
      - admin
      description: The user's role. Possible values are "end-user", "agent", or "admin".
    - name: role_type
      auto: PREDEFINED
      predefined:
      - custom_agent
      - light_agent
      - chat_agent
      - chat_agent_contributor
      - admin
      - billing_admin
      description: The user's role type.
    - name: verified
      description: Whether to mark the user's email as verified.
      auto: PREDEFINED
      predefined:
      - 'true'
      - 'false'
      defaultValue: 'false'
    - name: tags
      isArray: true
      description: A comma-separated list of users' tags.
    - name: phone
      description: The user's primary phone number.
    - name: organization_name
      description: The name of the user's organization.
    - name: organization_id
      description: The ID of the user's organization.
    - name: notes
      description: Any notes you want to store about the user.
    - name: details
      description: Any details you want to store about the user, such as an address.
    - name: external_id
      description: A unique identifier from another system.
    - name: locale
      description: The user's locale.
    - name: alias
      description: An alias displayed to end users.
    - name: default_group_id
      description: The ID of the user's default group.
    - name: custom_role_id
      description: A custom role if the user is an agent on the Enterprise plan or above.
    - name: identities
      description: 'Users external identities (JSON-formatted argument) e.g., [{"type": "email", "value": "test@user.com"}, {"type": "twitter", "value": "tester84"}].'
    - name: user_fields
      description: Values of custom fields in the user's profile (json formated field).
    - name: check_if_user_exists
      description: Check if the user already exists (Will fail if the user exists already or will update a user's existing data).
      auto: PREDEFINED
      predefined:
      - 'true'
      - 'false'
      defaultValue: 'false'
    outputs:
    - contextPath: Zendesk.User.active
      type: boolean
      description: false if the user has been deleted.
    - contextPath: Zendesk.User.alias
      type: string
      description: An alias displayed to end users.
    - contextPath: Zendesk.User.chat_only
      type: boolean
      description: Whether or not the user is a chat-only agent.
    - contextPath: Zendesk.User.created_at
      type: date
      description: The time the user was created.
    - contextPath: Zendesk.User.custom_role_id
      type: number
      description: A custom role if the user is an agent on the Enterprise plan or above.
    - contextPath: Zendesk.User.default_group_id
      type: number
      description: The ID of the user's default group.
    - contextPath: Zendesk.User.details
      type: string
      description: Any details you want to store about the user, such as an address.
    - contextPath: Zendesk.User.external_id
      type: string
      description: A unique identifier from another system.
    - contextPath: Zendesk.User.email
      type: string
      description: The user's primary email address.
    - contextPath: Zendesk.User.iana_time_zone
      type: string
      description: The time zone for the user.
    - contextPath: Zendesk.User.id
      type: number
      description: The user's ID.
    - contextPath: Zendesk.User.last_login_at
      type: string
      description: The last time the user signed in to Zendesk Support.
    - contextPath: Zendesk.User.locale
      type: string
      description: The user's locale.
    - contextPath: Zendesk.User.moderator
      type: boolean
      description: Whether the user has forum moderation capabilities.
    - contextPath: Zendesk.User.name
      type: string
      description: The user's name.
    - contextPath: Zendesk.User.notes
      type: string
      description: Any notes you want to store about the user.
    - contextPath: Zendesk.User.only_private_comments
      type: boolean
      description: True if the user can only create private comments.
    - contextPath: Zendesk.User.organization_id
      type: number
      description: The ID of the user's organization.
    - contextPath: Zendesk.User.organization
      type: string
      description: The name of the user's organization.
    - contextPath: Zendesk.User.phone
      type: string
      description: The user's primary phone number.
    - contextPath: Zendesk.User.remote_photo_url
      type: string
      description: A URL pointing to the user's profile picture.
    - contextPath: Zendesk.User.report_csv
      type: boolean
      description: Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
    - contextPath: Zendesk.User.restricted_agent
      type: boolean
      description: Whether the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
    - contextPath: Zendesk.User.role
      type: string
      description: The user's role. Possible values are "end-user", "agent", or "admin".
    - contextPath: Zendesk.User.role_type
      type: string
      description: The user's role type.
    - contextPath: Zendesk.User.shared
      type: boolean
      description: Whether the user is shared from a different Zendesk Support instance.
    - contextPath: Zendesk.User.shared_agent
      type: boolean
      description: Whether the user is a shared agent from a different Zendesk Support instance.
    - contextPath: Zendesk.User.shared_phone_number
      type: boolean
      description: Whether the phone number is shared.
    - contextPath: Zendesk.User.signature
      type: string
      description: The user's signature.
    - contextPath: Zendesk.User.suspended
      type: boolean
      description: Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
    - contextPath: Zendesk.User.tags
      type: string
      description: The user's tags. Only present if your account has user tagging enabled.
    - contextPath: Zendesk.User.ticket_restriction
      type: string
      description: 'Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null.'
    - contextPath: Zendesk.User.time_zone
      type: string
      description: The user's time zone.
    - contextPath: Zendesk.User.two_factor_auth_enabled
      type: boolean
      description: Whether two factor authentication is enabled.
    - contextPath: Zendesk.User.updated_at
      type: string
      description: The time the user was last updated.
    - contextPath: Zendesk.User.verified
      type: boolean
      description: Whether any of the user's identities is verified.
  - name: zendesk-user-update
    description: |-
      Update user data. 
      Required permissions: Agents, with restrictions on certain actions.
    arguments:
    - name: user_id
      required: true
      description: The user ID to update.
    - name: name
      description: The user's name.
    - name: role
      auto: PREDEFINED
      predefined:
      - end-user
      - agent
      - admin
      description: The user's role. Possible values are "end-user", "agent", or "admin".
    - name: role_type
      auto: PREDEFINED
      predefined:
      - custom_agent
      - light_agent
      - chat_agent
      - chat_agent_contributor
      - admin
      - billing_admin
      description: The user's role type.
    - name: verified
      description: Whether to mark the user email as verified (the added email).
      auto: PREDEFINED
      predefined:
      - 'true'
      - 'false'
    - name: suspended
      auto: PREDEFINED
      predefined:
      - 'true'
      - 'false'
      description: Whether the user is suspended.
    - name: tags
      isArray: true
      description: The user's tags.
    - name: email
      description: Secondary email to add.
    - name: phone
      description: The user's primary phone number.
    - name: organization_name
      description: The name of the user's organization.
    - name: organization_id
      description: The ID of the user's organization.
    - name: notes
      description: Any notes you want to store about the user.
    - name: details
      description: Any details you want to store about the user, such as an address.
    - name: external_id
      description: A unique identifier from another system.
    - name: locale
      description: The user's locale.
    - name: alias
      description: An alias displayed to end users.
    - name: default_group_id
      description: The ID of the user's default group.
    - name: custom_role_id
      description: A custom role if the user is an agent on the Enterprise plan or above.
    - name: identities
      description: 'Users external identities (JSON-formatted argument) e.g., [{"type": "email", "value": "test@user.com"}, {"type": "twitter", "value": "tester84"}].'
    - name: user_fields
      description: Values of custom fields in the user's profile (JSON-formatted field).
    outputs:
    - contextPath: Zendesk.User.active
      type: boolean
      description: False if the user has been deleted.
    - contextPath: Zendesk.User.alias
      type: string
      description: An alias displayed to end users.
    - contextPath: Zendesk.User.chat_only
      type: boolean
      description: Whether the user is a chat-only agent.
    - contextPath: Zendesk.User.created_at
      type: date
      description: The time the user was created.
    - contextPath: Zendesk.User.custom_role_id
      type: number
      description: A custom role if the user is an agent on the Enterprise plan or above.
    - contextPath: Zendesk.User.default_group_id
      type: number
      description: The ID of the user's default group.
    - contextPath: Zendesk.User.details
      type: string
      description: Any details you want to store about the user, such as an address.
    - contextPath: Zendesk.User.external_id
      type: string
      description: A unique identifier from another system.
    - contextPath: Zendesk.User.email
      type: string
      description: The user's primary email address.
    - contextPath: Zendesk.User.iana_time_zone
      type: string
      description: The time zone for the user.
    - contextPath: Zendesk.User.id
      type: number
      description: The user's ID.
    - contextPath: Zendesk.User.last_login_at
      type: string
      description: The last time the user signed in to Zendesk Support.
    - contextPath: Zendesk.User.locale
      type: string
      description: The user's locale.
    - contextPath: Zendesk.User.moderator
      type: boolean
      description: Whether the user has forum moderation capabilities.
    - contextPath: Zendesk.User.name
      type: string
      description: The user's name.
    - contextPath: Zendesk.User.notes
      type: string
      description: Any notes you want to store about the user.
    - contextPath: Zendesk.User.only_private_comments
      type: boolean
      description: True if the user can only create private comments.
    - contextPath: Zendesk.User.organization_id
      type: number
      description: The ID of the user's organization.
    - contextPath: Zendesk.User.organization
      type: string
      description: The name of the user's organization.
    - contextPath: Zendesk.User.phone
      type: string
      description: The user's primary phone number.
    - contextPath: Zendesk.User.remote_photo_url
      type: string
      description: A URL pointing to the user's profile picture.
    - contextPath: Zendesk.User.report_csv
      type: boolean
      description: Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
    - contextPath: Zendesk.User.restricted_agent
      type: boolean
      description: If the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
    - contextPath: Zendesk.User.role
      type: string
      description: The user's role. Possible values are "end-user", "agent", or "admin".
    - contextPath: Zendesk.User.role_type
      type: string
      description: The user's role type.
    - contextPath: Zendesk.User.shared
      type: boolean
      description: Whether the user is shared from a different Zendesk Support instance.
    - contextPath: Zendesk.User.shared_agent
      type: boolean
      description: Whether the user is a shared agent from a different Zendesk Support instance.
    - contextPath: Zendesk.User.shared_phone_number
      type: boolean
      description: Whether the phone number is shared.
    - contextPath: Zendesk.User.signature
      type: string
      description: The user's signature.
    - contextPath: Zendesk.User.suspended
      type: boolean
      description: Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
    - contextPath: Zendesk.User.tags
      type: string
      description: The user's tags. Only present if your account has user tagging enabled.
    - contextPath: Zendesk.User.ticket_restriction
      type: string
      description: 'Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null.'
    - contextPath: Zendesk.User.time_zone
      type: string
      description: The user's time zone.
    - contextPath: Zendesk.User.two_factor_auth_enabled
      type: boolean
      description: Whether two factor authentication is enabled.
    - contextPath: Zendesk.User.updated_at
      type: string
      description: The time the user was last updated.
    - contextPath: Zendesk.User.verified
      type: boolean
      description: Whether any of the user's identities is verified.
  - name: zendesk-user-delete
    description: |-
      Delete a user. 
      Required permissions: Admins. 
    arguments:
    - name: user_id
      required: true
      description: The ID of the user to delete.
    execution: true
  - name: zendesk-organization-list
    description: |-
      Get organization's data. 
      Required permissions: Agents, with certain restrictions. 
      If the agent has a custom agent role that restricts the agent's access to only users in their own organization,
      a 403 Forbidden error is returned. See Creating custom agent roles in the Zendesk help.
    arguments:
    - name: organization_id
      description: |-
        The ID of a specific organization. 
        Required permissions: Admins, Agents. 
    - name: limit
      default: true
      description: Maximum number of results to return. Default is 50.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
    outputs:
    - contextPath: Zendesk.Organization.created_at
      type: date
      description: The time the organization was created.
    - contextPath: Zendesk.Organization.details
      type: string
      description: Any details about the organization, such as the address.
    - contextPath: Zendesk.Organization.domain_names
      type: string
      description: Domain names associated with this organization.
    - contextPath: Zendesk.Organization.external_id
      type: string
      description: A unique external ID to associate organizations to an external record.
    - contextPath: Zendesk.Organization.group_id
      type: number
      description: New tickets from users in this organization are automatically put in this group.
    - contextPath: Zendesk.Organization.id
      type: number
      description: The organization ID.
    - contextPath: Zendesk.Organization.name
      type: string
      description: The name of the organization.
    - contextPath: Zendesk.Organization.notes
      type: string
      description: Any notes you have about the organization.
    - contextPath: Zendesk.Organization.shared_comments
      type: boolean
      description: End users in this organization are able to see each other's comments on tickets.
    - contextPath: Zendesk.Organization.shared_tickets
      type: boolean
      description: End users in this organization are able to see each other's tickets.
    - contextPath: Zendesk.Organization.tags
      type: string
      description: The tags of the organization.
    - contextPath: Zendesk.Organization.updated_at
      type: date
      description: The time of the last update of the organization.
    - contextPath: Zendesk.Organization.url
      type: string
      description: The API URL of this organization.
  - name: zendesk-group-user-list
    description: |-
      Get group's users. 
      Allowed for: Admins, Agents and Light Agents.
    arguments:
    - name: group_id
      required: true
      description: |-
        The ID of a specific group.
    - name: limit
      defaultValue: 50
      description: Maximum number of results to return.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
    outputs:
    - contextPath: Zendesk.UserGroup.active
      description: False if the user has been deleted.
      type: Boolean
    - contextPath: Zendesk.UserGroup.alias
      description: An alias displayed to end users.
      type: String
    - contextPath: Zendesk.UserGroup.created_at
      description: The time the user was created.
      type: Date
    - contextPath: Zendesk.UserGroup.custom_role_id
      description: A custom role if the user is an agent on the Enterprise plan or above.
      type: Number
    - contextPath: Zendesk.UserGroup.default_group_id
      description: The ID of the user's default group.
      type: Number
    - contextPath: Zendesk.UserGroup.details
      description: Any details you want to store about the user, such as an address.
      type: String
    - contextPath: Zendesk.UserGroup.email
      description: The user's primary email address.
      type: String
    - contextPath: Zendesk.UserGroup.external_id
      description: A unique identifier from another system.
      type: String
    - contextPath: Zendesk.UserGroup.iana_time_zone
      description: The time zone for the user.
      type: String
    - contextPath: Zendesk.UserGroup.id
      description: The user's ID.
      type: Number
    - contextPath: Zendesk.UserGroup.last_login_at
      description: The last time the user signed in to Zendesk Support.
      type: Date
    - contextPath: Zendesk.UserGroup.locale
      description: The user's locale.
      type: String
    - contextPath: Zendesk.UserGroup.locale_id
      description: The user's locale ID.
      type: Number
    - contextPath: Zendesk.UserGroup.moderator
      description: Whether the user has forum moderation capabilities.
      type: Boolean
    - contextPath: Zendesk.UserGroup.name
      description: The user's name.
      type: String
    - contextPath: Zendesk.UserGroup.notes
      description: Any notes you want to store about the user.
      type: String
    - contextPath: Zendesk.UserGroup.only_private_comments
      description: True if the user can only create private comments.
      type: Boolean
    - contextPath: Zendesk.UserGroup.organization_id
      description: The ID of the user's organization.
      type: Number
    - contextPath: Zendesk.UserGroup.phone
      description: The user's primary phone number.
      type: String
    - contextPath: Zendesk.UserGroup.photo
      description: A URL pointing to the user's profile picture.
      type: String
    - contextPath: Zendesk.UserGroup.report_csv
      description: Whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
      type: Boolean
    - contextPath: Zendesk.UserGroup.restricted_agent
      description: Whether the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
      type: Boolean
    - contextPath: Zendesk.UserGroup.role
      description: The user's role. Possible values are "end-user", "agent", or "admin".
      type: String
    - contextPath: Zendesk.UserGroup.role_type
      description: The user's role type.
      type: Number
    - contextPath: Zendesk.UserGroup.shared
      description: Whether the user is shared from a different Zendesk Support instance.
      type: Boolean
    - contextPath: Zendesk.UserGroup.shared_agent
      description: Whether the user is a shared agent from a different Zendesk Support instance.
      type: Boolean
    - contextPath: Zendesk.UserGroup.shared_phone_number
      description: Whether the phone number is shared.
      type: Boolean
    - contextPath: Zendesk.UserGroup.signature
      description: The user's signature.
      type: String
    - contextPath: Zendesk.UserGroup.suspended
      description: Whether the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
      type: Boolean
    - contextPath: Zendesk.UserGroup.tags
      description: The user's tags. Only present if your account has user tagging enabled.
      type: Unknown
    - contextPath: Zendesk.UserGroup.ticket_restriction
      description: 'Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null.'
      type: Unknown
    - contextPath: Zendesk.UserGroup.time_zone
      description: The user's time zone.
      type: String
    - contextPath: Zendesk.UserGroup.two_factor_auth_enabled
      description: Whether two factor authentication is enabled.
      type: Unknown
    - contextPath: Zendesk.UserGroup.updated_at
      description: The time the user was last updated.
      type: Date
    - contextPath: Zendesk.UserGroup.url
      description: The URL that points to the user's API record.
      type: String
    - contextPath: Zendesk.UserGroup.user_fields
      description: The user fields as shown in the Zendesk user interface.
      type: Unknown
    - contextPath: Zendesk.UserGroup.verified
      description: Whether any of the user's identities is verified.
      type: Boolean
  - name: zendesk-group-list
    description: |-
      Get Zendesk groups. 
      Allowed for: Admins, Agents.
    arguments:
    - name: limit
      default: true
      description: Maximum number of results to return.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
    outputs:
    - contextPath: Zendesk.Group.created_at
      description: The time the group was created.
      type: Date
    - contextPath: Zendesk.Group.default
      description: If the group is the default one for the account.
      type: Boolean
    - contextPath: Zendesk.Group.deleted
      description: true if the group is deleted false otherwise.
      type: Boolean
    - contextPath: Zendesk.Group.description
      description: The description of the group.
      type: String
    - contextPath: Zendesk.Group.id
      description: The group ID.
      type: Number
    - contextPath: Zendesk.Group.is_public
      description: If true, the group is public. If false, the group is private. You can't change a private group to a public group.
      type: Boolean
    - contextPath: Zendesk.Group.name
      description: The name of the group.
      type: String
    - contextPath: Zendesk.Group.updated_at
      description: The time of the last update of the group.
      type: Date
    - contextPath: Zendesk.Group.url
      description: The API URL of the group.
      type: String
  - name: zendesk-ticket-list
    description: |-
      List Zendesk tickets. 
      Required permissions: Agents. 
    arguments:
    - name: query
      description: 'Query to search for tickets. For more information about the search syntax, see https://developer.zendesk.com/rest_api/docs/core/search. '
    - name: ticket_id
      isArray: true
      description: The ID of a specific ticket.
    - name: filter
      auto: PREDEFINED
      predefined:
      - assigned
      - requested
      - ccd
      - followed
      - recent
      description: Filter tickets for which the specified user is relevant.
    - name: user_id
      description: The agent ID associated with tickets filtered.
    - name: sort
      auto: PREDEFINED
      predefined:
      - id_asc
      - status_asc
      - updated_at_asc
      - id_desc
      - status_desc
      - updated_at_desc
      description: The order of the retrieved tickets.
    - name: limit
      default: true
      description: Maximum number of results to return. Default is 50.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
    outputs:
    - contextPath: Zendesk.Ticket.allow_attachments
      type: boolean
      description: Whether the agents have permission to attachments to a comment.
    - contextPath: Zendesk.Ticket.allow_channelback
      type: boolean
      description: False if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
    - contextPath: Zendesk.Ticket.assignee
      type: string
      description: The agent currently assigned to the ticket.
    - contextPath: Zendesk.Ticket.assignee_id
      type: number
      description: The ID of the agent currently assigned to the ticket.
    - contextPath: Zendesk.Ticket.collaborators
      type: string
      description: The users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.collaborator_ids
      type: number
      description: The ID of the users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.created_at
      type: date
      description: The ticket creation time.
    - contextPath: Zendesk.Ticket.description
      type: string
      description: The ticket description.
    - contextPath: Zendesk.Ticket.due_at
      type: date
      description: If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
    - contextPath: Zendesk.Ticket.email_ccs
      type: string
      description: The agents or end users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.email_cc_ids
      type: number
      description: The ID of the agents or end users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.external_id
      type: string
      description: An ID you can use to link Zendesk Support tickets to local records.
    - contextPath: Zendesk.Ticket.followers
      type: string
      description: The agents currently following the ticket.
    - contextPath: Zendesk.Ticket.follower_ids
      type: number
      description: The ID of the user who is currently following the ticket.
    - contextPath: Zendesk.Ticket.followup_ids
      description: The IDs of the followups created from this ticket. IDs are only visible once the ticket is closed.
      type: number
    - contextPath: Zendesk.Ticket.forum_topic_id
      type: number
      description: The topic in the Zendesk Web portal this ticket originated from, if any.
    - contextPath: Zendesk.Ticket.group_id
      type: number
      description: The ID of the group this ticket is assigned to.
    - contextPath: Zendesk.Ticket.has_incidents
      type: boolean
      description: True if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
    - contextPath: Zendesk.Ticket.id
      type: number
      description: The ticket ID.
    - contextPath: Zendesk.Ticket.is_public
      type: boolean
      description: True if any comments are public, false otherwise.
    - contextPath: Zendesk.Ticket.organization
      type: string
      description: The organization of the requester.
    - contextPath: Zendesk.Ticket.organization_id
      type: number
      description: The ID of the organization of the requester.
    - contextPath: Zendesk.Ticket.priority
      type: string
      description: The urgency with which the ticket should be addressed.
    - contextPath: Zendesk.Ticket.problem_id
      description: For tickets of type "incident", the ID of the problem the incident is linked to.
      type: number
    - contextPath: Zendesk.Ticket.raw_subject
      type: string
      description: The dynamic content placeholder, if present, or the "subject" value, if not.
    - contextPath: Zendesk.Ticket.recipient
      type: string
      description: The original recipient email address of the ticket.
    - contextPath: Zendesk.Ticket.requester
      type: string
      description: The user who requested this ticket.
    - contextPath: Zendesk.Ticket.requester_id
      type: number
      description: The ID of the user who requested this ticket.
    - contextPath: Zendesk.Ticket.satisfaction_rating
      description: The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered".
    - contextPath: Zendesk.Ticket.sharing_agreement_ids
      type: number
      description: The IDs of the sharing agreements used for this ticket.
    - contextPath: Zendesk.Ticket.status
      type: string
      description: The state of the ticket.
    - contextPath: Zendesk.Ticket.subject
      type: string
      description: The value of the subject field for this ticket.
    - contextPath: Zendesk.Ticket.submitter
      type: string
      description: The user who submitted the ticket.
    - contextPath: Zendesk.Ticket.submitter_id
      type: number
      description: The ID of the user who submitted the ticket.
    - contextPath: Zendesk.Ticket.tags
      type: string
      description: The array of tags applied to this ticket.
    - contextPath: Zendesk.Ticket.type
      type: string
      description: The type of this ticket.
    - contextPath: Zendesk.Ticket.updated_at
      type: date
      description: When this ticket was last updated.
    - contextPath: Zendesk.Ticket.url
      type: string
      description: The API URL of this ticket.
  - name: zendesk-ticket-create
    description: |-
      Create a new Zendesk ticket.
      Required permissions: Agents.
    arguments:
    - name: subject
      required: true
      description: The subject of this ticket.
    - name: type
      required: true
      auto: PREDEFINED
      predefined:
      - problem
      - incident
      - question
      - task
      description: The type of this ticket.
    - name: requester
      required: true
      description: The user who requested this ticket.
    - name: assignee_email
      description: The email address of the agent to assign the ticket to.
    - name: comment
      description: A comment to add to the ticket.
    - name: html_comment
      description: An HTML comment to add to the ticket.
    - name: public
      description: true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it.
      defaultValue: 'true'
      auto: PREDEFINED
      predefined:
      - 'true'
      - 'false'
    - name: collaborators
      isArray: true
      description: Users to add as CC's when creating a ticket.
    - name: description
      required: true
      description: The ticket description.
    - name: recipient
      description: The original recipient email address of the ticket.
    - name: status
      auto: PREDEFINED
      predefined:
      - new
      - open
      - pending
      - hold
      - solved
      - closed
      description: The state of the ticket.
    - name: priority
      auto: PREDEFINED
      predefined:
      - urgent
      - high
      - normal
      - low
      defaultValue: normal
      description: The urgency with which the ticket should be addressed.
    - name: due_at
      description: If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
    - name: email_ccs
      isArray: true
      description: An array of agents or end users email CCs to add or delete from the ticket. Default is add.\nThe format is '562624,562625:put,example@example.com:delete'.
    - name: external_id
      description: An ID you can use to link Zendesk Support tickets to local records.
    - name: forum_topic_id
      description: The topic in the Zendesk Web portal this ticket originated from, if any.
    - name: followers
      isArray: true
      description: An array of agent followers to add or delete from the ticket. Default is add.\nThe format is '562624,562625:put,example@example.com:delete'.
    - name: group_id
      description: The group this ticket is assigned to.
    - name: organization_id
      description: The organization of the requester.
    - name: problem_id
      description: For tickets of type "incident", the ID of the problem the incident is linked to.
    - name: tags
      isArray: true
      description: The tags applied to this ticket.
    - name: via_followup_source_id
      description: The ID of a closed ticket when creating a follow-up ticket.
    - name: custom_fields
      description: 'Custom fields for the ticket (this is a JSON-formatted argument, see: https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-custom-field-values).'
    - name: brand_id
      description: Enterprise only. The ID of the brand this ticket is associated with.
    outputs:
    - contextPath: Zendesk.Ticket.allow_attachments
      type: boolean
      description: Whether the agents have permission to add attachments to a comment.
    - contextPath: Zendesk.Ticket.allow_channelback
      type: boolean
      description: False if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
    - contextPath: Zendesk.Ticket.assignee
      type: string
      description: The agent currently assigned to the ticket.
    - contextPath: Zendesk.Ticket.assignee_id
      type: number
      description: The ID of the agent currently assigned to the ticket.
    - contextPath: Zendesk.Ticket.collaborators
      type: string
      description: The users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.collaborator_ids
      type: number
      description: The ID of the users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.created_at
      type: date
      description: The ticket creation time.
    - contextPath: Zendesk.Ticket.description
      type: string
      description: The ticket description.
    - contextPath: Zendesk.Ticket.due_at
      type: date
      description: If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
    - contextPath: Zendesk.Ticket.email_ccs
      type: string
      description: The agents or end users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.email_cc_ids
      type: number
      description: The ID of the agents or end users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.external_id
      type: string
      description: An ID you can use to link Zendesk Support tickets to local records.
    - contextPath: Zendesk.Ticket.followers
      type: string
      description: The agents currently following the ticket.
    - contextPath: Zendesk.Ticket.follower_ids
      type: number
      description: The ID of the user who is currently following the ticket.
    - contextPath: Zendesk.Ticket.followup_ids
      description: The IDs of the followups created from this ticket. IDs are only visible once the ticket is closed.
      type: number
    - contextPath: Zendesk.Ticket.forum_topic_id
      type: number
      description: The topic in the Zendesk Web portal this ticket originated from, if any.
    - contextPath: Zendesk.Ticket.group_id
      type: number
      description: The ID of the group this ticket is assigned to.
    - contextPath: Zendesk.Ticket.has_incidents
      type: boolean
      description: True if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
    - contextPath: Zendesk.Ticket.id
      type: number
      description: The ticket ID.
    - contextPath: Zendesk.Ticket.is_public
      type: boolean
      description: True if any comments are public, false otherwise.
    - contextPath: Zendesk.Ticket.organization
      type: string
      description: The organization of the requester.
    - contextPath: Zendesk.Ticket.organization_id
      type: number
      description: The ID of the organization of the requester.
    - contextPath: Zendesk.Ticket.priority
      type: string
      description: The urgency with which the ticket should be addressed.
    - contextPath: Zendesk.Ticket.problem_id
      description: For tickets of type "incident", the ID of the problem the incident is linked to.
      type: number
    - contextPath: Zendesk.Ticket.raw_subject
      type: string
      description: The dynamic content placeholder, if present, or the "subject" value, if not.
    - contextPath: Zendesk.Ticket.recipient
      type: string
      description: The original recipient email address of the ticket.
    - contextPath: Zendesk.Ticket.requester
      type: string
      description: The user who requested this ticket.
    - contextPath: Zendesk.Ticket.requester_id
      type: number
      description: The ID of the user who requested this ticket.
    - contextPath: Zendesk.Ticket.satisfaction_rating
      description: The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered".
    - contextPath: Zendesk.Ticket.sharing_agreement_ids
      type: number
      description: The IDs of the sharing agreements used for this ticket.
    - contextPath: Zendesk.Ticket.status
      type: string
      description: The state of the ticket.
    - contextPath: Zendesk.Ticket.subject
      type: string
      description: The value of the subject field for this ticket.
    - contextPath: Zendesk.Ticket.submitter
      type: string
      description: The user who submitted the ticket.
    - contextPath: Zendesk.Ticket.submitter_id
      type: number
      description: The ID of the user who submitted the ticket.
    - contextPath: Zendesk.Ticket.tags
      type: string
      description: The array of tags applied to this ticket.
    - contextPath: Zendesk.Ticket.type
      type: string
      description: The type of this ticket.
    - contextPath: Zendesk.Ticket.updated_at
      type: date
      description: When this ticket was last updated.
    - contextPath: Zendesk.Ticket.url
      type: string
      description: The API URL of this ticket.
  - name: zendesk-ticket-update
    description: |-
      Updates a Zendesk ticket.
      Required permissions: Agents.
    arguments:
    - name: ticket_id
      required: true
      description: The ID of the ticket to update.
    - name: subject
      description: The subject of this ticket.
    - name: type
      auto: PREDEFINED
      predefined:
      - problem
      - incident
      - question
      - task
      description: The type of this ticket.
    - name: requester
      description: The user who requested this ticket.
    - name: assignee_email
      description: The email address of the agent to assign the ticket to.
    - name: collaborators
      isArray: true
      description: Users to add as CCs when creating a ticket.
    - name: comment
      description: A comment to add to the ticket.
    - name: html_comment
      description: An HTML comment to add to the ticket.
    - name: public
      description: true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it.
      defaultValue: 'true'
      auto: PREDEFINED
      predefined:
      - 'true'
      - 'false'
    - name: recipient
      description: The original recipient email address of the ticket.
    - name: status
      auto: PREDEFINED
      predefined:
      - open
      - pending
      - hold
      - solved
      - closed
      description: The state of the ticket.
    - name: priority
      auto: PREDEFINED
      predefined:
      - urgent
      - high
      - normal
      - low
      description: The urgency with which the ticket should be addressed.
    - name: due_at
      description: If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
    - name: email_ccs
      isArray: true
      description: An array of agents or end users email CC's to add or delete from the ticket. Default is add.\nThe format is '562624,562625:put,example@example.com:delete'.
    - name: external_id
      description: An ID you can use to link Zendesk Support tickets to local records.
    - name: followers
      isArray: true
      description: An array of agent followers to add or delete from the ticket. Default is add.\nThe format is '562624,562625:put,example@example.com:delete'.
    - name: group_id
      description: The ID of the group this ticket is assigned to.
    - name: organization
      description: The ID of the organization of the requester.
    - name: problem_id
      description: For tickets of type "incident", the ID of the problem the incident is linked to.
    - name: tags
      isArray: true
      description: The tags applied to this ticket.
    - name: custom_fields
      description: 'Custom fields for the ticket (this is a JSON-formatted argument see: https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-custom-field-values).'
    - name: brand_id
      description: Enterprise only. The ID of the brand this ticket is associated with.
    outputs:
    - contextPath: Zendesk.Ticket.allow_attachments
      type: boolean
      description: Whether the agents have permission to attachments to a comment.
    - contextPath: Zendesk.Ticket.allow_channelback
      type: boolean
      description: False if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
    - contextPath: Zendesk.Ticket.assignee
      type: string
      description: The agent currently assigned to the ticket.
    - contextPath: Zendesk.Ticket.collaborators
      type: string
      description: The users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.collaborator_ids
      type: number
      description: The ID of the users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.created_at
      type: date
      description: The ticket creation time.
    - contextPath: Zendesk.Ticket.description
      type: string
      description: The ticket description.
    - contextPath: Zendesk.Ticket.due_at
      type: date
      description: If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
    - contextPath: Zendesk.Ticket.email_ccs
      type: string
      description: The agents or end users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.email_cc_ids
      type: number
      description: The ID of the agents or end users currently CC'ed on the ticket.
    - contextPath: Zendesk.Ticket.external_id
      type: string
      description: An ID you can use to link Zendesk Support tickets to local records.
    - contextPath: Zendesk.Ticket.followers
      type: string
      description: The agents currently following the ticket.
    - contextPath: Zendesk.Ticket.follower_ids
      type: number
      description: The ID of the user who is currently following the ticket.
    - contextPath: Zendesk.Ticket.followup_ids
      description: The IDs of the followups created from this ticket. Ids are only visible once the ticket is closed.
      type: number
    - contextPath: Zendesk.Ticket.forum_topic_id
      type: number
      description: The topic in the Zendesk Web portal this ticket originated from, if any.
    - contextPath: Zendesk.Ticket.group_id
      type: number
      description: The group this ticket is assigned to.
    - contextPath: Zendesk.Ticket.has_incidents
      type: boolean
      description: True if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
    - contextPath: Zendesk.Ticket.id
      type: number
      description: The ticket ID.
    - contextPath: Zendesk.Ticket.is_public
      type: boolean
      description: True if any comments are public, false otherwise.
    - contextPath: Zendesk.Ticket.organization
      type: string
      description: The organization of the requester.
    - contextPath: Zendesk.Ticket.priority
      type: string
      description: The urgency with which the ticket should be addressed.
    - contextPath: Zendesk.Ticket.problem_id
      description: For tickets of type "incident", the ID of the problem the incident is linked to.
      type: number
    - contextPath: Zendesk.Ticket.raw_subject
      type: string
      description: The dynamic content placeholder, if present, or the "subject" value, if not.
    - contextPath: Zendesk.Ticket.recipient
      type: string
      description: The original recipient email address of the ticket.
    - contextPath: Zendesk.Ticket.requester
      type: string
      description: The user who requested this ticket.
    - contextPath: Zendesk.Ticket.satisfaction_rating
      description: The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered".
    - contextPath: Zendesk.Ticket.sharing_agreement_ids
      type: number
      description: The IDs of the sharing agreements used for this ticket.
    - contextPath: Zendesk.Ticket.status
      type: string
      description: The state of the ticket.
    - contextPath: Zendesk.Ticket.subject
      type: string
      description: The value of the subject field for this ticket.
    - contextPath: Zendesk.Ticket.submitter
      type: string
      description: The user who submitted the ticket.
    - contextPath: Zendesk.Ticket.tags
      type: string
      description: The array of tags applied to this ticket.
    - contextPath: Zendesk.Ticket.type
      type: string
      description: The type of this ticket.
    - contextPath: Zendesk.Ticket.updated_at
      type: date
      description: When this ticket was last updated.
    - contextPath: Zendesk.Ticket.url
      type: string
      description: The API URL of this ticket.
  - name: zendesk-ticket-delete
    description: |-
      Delete ticket. 
      Required permissions: Admins, Agents with permission to delete tickets.
      Agent delete permissions are set in Support.
      See Deleting tickets in the Zendesk Support Help Center.
    arguments:
    - name: ticket_id
      required: true
      description: The ID of the ticket to delete.
  - name: zendesk-ticket-comment-list
    description: |-
      List comments for a given ticket.
      Required permissions: Agents.
    arguments:
    - name: ticket_id
      required: true
      description: The ID of the ticket to list comments.
    - name: limit
      default: true
      description: Maximum number of results to return. Default is 50.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
    outputs:
    - contextPath: Zendesk.Ticket.Comment.attachments.content_type
      type: string
      description: 'The content type of the image. Example value: "image/png".'
    - contextPath: Zendesk.Ticket.Comment.attachments.content_url
      type: string
      description: A full URL where the attached image file can be downloaded.
    - contextPath: Zendesk.Ticket.Comment.attachments.deleted
      type: boolean
      description: If true, the attachment has been deleted.
    - contextPath: Zendesk.Ticket.Comment.attachments.file_name
      type: string
      description: The name of the file.
    - contextPath: Zendesk.Ticket.Comment.attachments.height
      type: string
      description: The height of the image file in pixels.
    - contextPath: Zendesk.Ticket.Comment.attachments.id
      type: number
      description: The ID of the attachment.
    - contextPath: Zendesk.Ticket.Comment.attachments.inline
      type: boolean
      description: If true, the attachment is excluded from the attachment list and the attachment's URL can be referenced within the comment of a ticket.
    - contextPath: Zendesk.Ticket.Comment.attachments.mapped_content_url
      type: string
      description: The URL the attachment image file has been mapped to.
    - contextPath: Zendesk.Ticket.Comment.attachments.size
      type: number
      description: The size of the image file in bytes.
    - contextPath: Zendesk.Ticket.Comment.attachments.url
      type: string
      description: A URL to access the attachment details.
    - contextPath: Zendesk.Ticket.Comment.attachments.width
      type: string
      description: The width of the image file in pixels.
    - contextPath: Zendesk.Ticket.Comment.audit_id
      type: number
      description: The ID of the ticket audit record.
    - contextPath: Zendesk.Ticket.Comment.author
      type: string
      description: The comment author.
    - contextPath: Zendesk.Ticket.Comment.body
      type: string
      description: The comment string.
    - contextPath: Zendesk.Ticket.Comment.created_at
      type: date
      description: The time the comment was created.
    - contextPath: Zendesk.Ticket.Comment.html_body
      type: string
      description: The comment formatted as HTML.
    - contextPath: Zendesk.Ticket.Comment.id
      type: number
      description: The comment ID.
    - contextPath: Zendesk.Ticket.Comment.metadata
      description: System information (web client, IP address, etc.) and comment flags, if any.
    - contextPath: Zendesk.Ticket.Comment.plain_body
      type: string
      description: The comment as plain text.
    - contextPath: Zendesk.Ticket.Comment.public
      type: boolean
      description: True if a public comment, false if an internal note.
    - contextPath: Zendesk.Ticket.Comment.type
      type: string
      description: Comment or VoiceComment.
  - name: zendesk-ticket-attachment-add
    description: |-
      Attach a file to a ticket.
      Required permissions: End users.
    arguments:
    - name: ticket_id
      required: true
      description: The ID of the ticket where the file should be uploaded.
    - name: file_id
      required: true
      isArray: true
      description: The file entry ID.
    - name: comment
      required: true
      description: The comment body for the attached file.
    - name: filename
      default: true
      isArray: true
      description: The filename to upload. Default is the original filename.
  - name: zendesk-attachment-get
    description: |-
      Get attachment.
      Required permissions: Admins.
    arguments:
    - name: attachment_id
      required: true
      description: The ID of attachment to retrieve.
  - name: zendesk-search
    description: Search in Zendesk.
    arguments:
    - name: query
      required: true
      description: The query for the search.
    - name: page_number
      description: The page number (used for pagination).
    - name: page_size
      description: The page size (used for pagination).
    - name: limit
      default: true
      description: Maximum number of results to return. Default is 50.
    outputs:
    - contextPath: Zendesk.Search
      type: unknown
      description: The search results.
  - name: zendesk-article-list
    description: |-
      List all available articles.
      Required permissions: Agents, End users, Anonymous users.
    arguments:
    - name: article_id
      isArray: true
      description: The ID of a specific article to retrieve.
    - name: locale
      description: The locale that the article is displayed in.
    - name: limit
      default: true
      description: Maximum number of results to return. Default is 50.
    - name: page_size
      description: The page size (used for pagination).
    - name: page_number
      description: The page number (used for pagination).
  - name: zendesk-clear-cache
    arguments: []
    description: Clears the Zendesk integration cache.
  - name: get-remote-data
    arguments:
    - description: The remote incident ID.
      name: id
      required: true
    - defaultValue: '0'
      description: UTC timestamp in seconds. The incident is only updated if it was modified after the last update time.
      name: lastUpdate
    description: Get remote data from a remote incident. Note that this method will not update the current incident. It's used for debugging purposes.
  - description: Returns the list of fields for an incident type.
    name: get-mapping-fields
  - arguments:
    - description: Date string representing the local time. The incident is only returned if it was modified after the last update time.
      name: lastUpdate
    description: Get the list of incidents that were modified since the last update. Note that this method is used for debugging purposes. get-modified-remote-data is used as part of a Mirroring feature, which is available since version 6.1.
    name: get-modified-remote-data
  - description: Updates local incident changes in the remote incident. This method is only used for debugging purposes and will not update the current incident.
    name: update-remote-system
  dockerimage: demisto/python3:3.12.13.10116658
  isfetch: true
  subtype: python3
  ismappable: true
  isremotesyncin: true
  isremotesyncout: true
  isFetchSamples: true
defaultmapperin: Zendesk - Incoming Mapper
fromversion: 6.6.0
tests:
- Zendesk V2 TEST