Zendesk Plugin for Dify

A support system is essentially a to-do list. Each ticket represents a problem that a user encountered at some point, waiting to be seen, responded to, and resolved. Zendesk is one of the standard answers in this space, valued not for its interface aesthetics but for its battle-tested ticket lifecycle management logic.

This plugin does one thing: it brings Zendesk's ticket management capabilities into Dify workflows. Your AI Agent can create tickets, check status, add notes, and update progress. In other words, it gives your Agent the ability to "remember problems" and "follow up on them."

Getting Started

Credentials Setup

Before enabling this plugin in Dify, you'll need three things:

Credential	Description	Example
Subdomain	Your Zendesk subdomain	If your URL is https://acme.zendesk.com, enter acme
Email	An Agent or Admin account email	support@acme.com
API Token	Zendesk API token	Generate from Admin Center > Apps and integrations > Zendesk API > Settings

These credentials are used for Basic Authentication in the format {email}/token:{api_token}. All tools share the same credentials.

Tools Overview

Tool	Function	Typical Use Case
Create Ticket	Create a new ticket	User submits issue, automated error reporting
Get Ticket	Retrieve single ticket details	Check ticket status, get conversation history
List Tickets	List multiple tickets	View pending queue, filter by status
Update Ticket	Update ticket properties	Change priority, update status, reassign
Add Comment	Add comment to ticket	Reply to customer, add internal notes
List Views	List all Views	Find View IDs for filtering tickets
List Groups	List all Groups	Find Group IDs for ticket assignment

---

Create Ticket

Creates a new ticket that will appear in the Zendesk Agent dashboard, ready for processing.

Parameters

Parameter	Type	Required	Description
subject	string	✓	Ticket title, brief summary of the issue
description	string	✓	Issue details, becomes the first comment on the ticket
priority	select		Priority: low / normal (default) / high / urgent
type	select		Type: question / incident / problem / task
group_id	number		Assign to a Group, determines which Views the ticket appears in
tags	string		Tags, comma-separated, e.g., forum_bot,billing
requester_email	string		Email of the person reporting the issue
requester_name	string		Name of the person reporting the issue

Example

Input:

{
  "subject": "Cannot login to dashboard",
  "description": "User reports seeing 'Invalid credentials' error after password reset. Browser: Chrome 120.",
  "priority": "high",
  "group_id": 12345678,
  "tags": "login,password",
  "requester_email": "john@example.com"
}

Output (JSON):

{
  "ticket_id": 42,
  "ticket_url": "https://acme.zendesk.com/agent/tickets/42",
  "status": "new",
  "priority": "high",
  "subject": "Cannot login to dashboard",
  "created_at": "2024-01-15T10:30:00Z"
}

Output (Text):

ticket_id: 42

Making Tickets Appear in Specific Views

Zendesk Views automatically filter tickets based on conditions. If you want a new ticket to appear in a specific View, the ticket's properties must match that View's filter conditions.

For example, suppose your company has a View called "Community Tickets" with the condition "Group is forum_bot." To make a ticket appear in this View, you need to set the group_id when creating it:

1. Call List Groups to find the ID for "forum_bot"
2. Set that group_id when calling Create Ticket
3. The new ticket will automatically appear in the "Community Tickets" View

---

Get Ticket

Retrieves complete information for a single ticket.

Parameters

Parameter	Type	Required	Description
ticket_id	number	✓	The ticket ID

Example

Input:

{
  "ticket_id": 42
}

Output (JSON):

{
  "id": 42,
  "subject": "Cannot login to dashboard",
  "description": "User reports seeing 'Invalid credentials' error...",
  "status": "open",
  "priority": "high",
  "type": "incident",
  "requester_id": 123456,
  "assignee_id": 789012,
  "group_id": 12345678,
  "tags": ["login", "password"],
  "created_at": "2024-01-15T10:30:00Z",
  "updated_at": "2024-01-15T11:00:00Z"
}

---

List Tickets

Lists tickets with optional filtering by status or View.

Parameters

Parameter	Type	Required	Description
view_id	number		Filter by View, takes priority over status
status	select		Filter by status: new / open / pending / hold / solved / closed
sort_by	select		Sort field: created_at (default) / updated_at / priority / status
sort_order	select		Sort direction: asc / desc (default)
per_page	number		Number of results, 1 to 100, default 25

Example

Filter by status:

{
  "status": "open",
  "sort_by": "updated_at",
  "per_page": 10
}

Filter by View:

{
  "view_id": 360001234567,
  "per_page": 50
}

Output (JSON):

{
  "count": 3,
  "tickets": [
    {
      "id": 42,
      "subject": "Cannot login to dashboard",
      "status": "open",
      "priority": "high",
      "created_at": "2024-01-15T10:30:00Z"
    },
    {
      "id": 41,
      "subject": "Payment failed",
      "status": "open",
      "priority": "normal",
      "created_at": "2024-01-15T09:00:00Z"
    }
  ]
}

---

Update Ticket

Updates ticket properties. You can modify status, priority, assignee, or tags.

Parameters

Parameter	Type	Required	Description
ticket_id	number	✓	The ticket ID
status	select		New status: open / pending / hold / solved
priority	select		New priority: low / normal / high / urgent
assignee_id	number		New assignee ID
tags	string		New tags (note: replaces all existing tags)

Example

Input:

{
  "ticket_id": 42,
  "status": "pending",
  "priority": "normal"
}

Output (JSON):

{
  "ticket_id": 42,
  "status": "pending",
  "priority": "normal",
  "updated_at": "2024-01-15T14:00:00Z"
}

---

Add Comment

Adds a comment to a ticket. Can be a public reply visible to the customer or an internal note visible only to agents.

Parameters

Parameter	Type	Required	Description
ticket_id	number	✓	The ticket ID
body	string	✓	Comment content
public	boolean		true (default) = public reply, false = internal note

Example

Public reply:

{
  "ticket_id": 42,
  "body": "Hi John, I've reset your password. Please try logging in again with the temporary password sent to your email.",
  "public": true
}

Internal note:

{
  "ticket_id": 42,
  "body": "Checked auth logs, user account was locked due to 5 failed attempts. Unlocked manually.",
  "public": false
}

---

List Views

Lists all available Views in Zendesk. Views are predefined ticket filters configured by administrators.

Parameters

Parameter	Type	Required	Description
active_only	boolean		true (default) = only return active Views

Example

Output (JSON):

{
  "count": 5,
  "views": [
    {
      "id": 360001234567,
      "title": "All unsolved tickets",
      "active": true
    },
    {
      "id": 360001234568,
      "title": "Community Tickets",
      "active": true
    }
  ]
}

---

List Groups

Lists all available Groups in Zendesk. Groups are used to organize agents and can be assigned to tickets.

Parameters

None.

Example

Output (JSON):

{
  "count": 3,
  "groups": [
    {
      "id": 12345678,
      "name": "forum_bot"
    },
    {
      "id": 12345679,
      "name": "Support Team"
    },
    {
      "id": 12345680,
      "name": "Billing"
    }
  ]
}

---

Output Format

Each tool returns two messages:

1. JSON message: Contains complete structured data, suitable for further processing in workflows
2. Text message: Contains key identifiers (like ticket_id) for easy reference in subsequent nodes

This design means if you only need to pass the ticket ID to the next node, use the Text output. If you need to parse ticket details, use the JSON output.

Development & Debugging

Local Testing

1. Copy .env.example to .env and configure the debug connection:

INSTALL_METHOD=remote
REMOTE_INSTALL_URL=debug.dify.ai:5003
REMOTE_INSTALL_KEY=your-debug-key

2. Run the plugin:

python -m main

3. Refresh your Dify page, the plugin will show a "debugging" label

Packaging

dify-plugin plugin package ./zendesk

Related Links

• Zendesk API Reference
• Zendesk Ticketing API
• Dify Plugin SDK

Contact

For questions or support, please contact: lysonober@gmail.com