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Zendesk - Ticket Management

This Playbook is part of the Zendesk Pack.#

Supported versions

Supported Cortex XSOAR versions: 6.8.0 and later.

Zendesk - Ticket Management allows you to open a new ticket or comment on an existing ticket.


This playbook uses the following sub-playbooks, integrations, and scripts.


This playbook does not use any sub-playbooks.


  • Zendeskv2


This playbook does not use any scripts.


  • zendesk-ticket-update
  • zendesk-ticket-create

Playbook Inputs#

NameDescriptionDefault ValueRequired
ZendeskTicketIDThe ticket ID.Optional
ZendeskAssigneThe agent currently assigned to the ticket.Optional
ZendeskCollaboratorsThe users currently CC'ed on the ticket.Optional
descriptionThe ticket description.Required
ZendeskPriorityThe urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".highOptional
ZendeskRequesterThe user who requested this ticket.Required
ZendeskStatusThe state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".Optional
ZendeskSubjectThe value of the subject field for this ticket.Required
ZendeskTagsThe array of tags applied to this ticket.Optional
ZendeskTypeThe type of this ticket. Allowed values are "problem", "incident", "question", or "task".Required
CommentToAddComment for the ticket.Optional
addCommentPerEndpointWhether to add a new comment to the ticket for each endpoint in the incident. Possible values: True/False.TrueOptional
ActionWhether to open a new ticket or to add a new comment. Possible values: NewTicket/AddComment.Optional

Playbook Outputs#

Zendesk.Ticket.idThe ticket ID.unknown

Playbook Image#

Zendesk - Ticket Management