Zendesk v2

This Integration is part of the Zendesk Pack.

Supported versions

Supported Cortex XSOAR versions: 6.6.0 and later.

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 on Cortex XSOAR

1. Navigate to Settings > Integrations > Servers & Services.

2. Search for Zendesk v2.

3. Click Add instance to create and configure a new integration instance.

   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

4. Click Test to validate the URLs, token, and connection. (The test does not ensure sufficient permissions for all integration commands.)

Commands

You can execute these commands from the Cortex XSOAR 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