Support

AI agents that use Zendesk

UtilitySpaces gives an AI agent scoped access to Zendesk through its own encrypted connection, not your password. The agent can call 6 named Zendesk tools, and the 2 that write wait for a person's approval unless an admin has set the connection to run without asking. Every call is written to a hash-chained audit log with its arguments and its result.

What an agent can do in Zendesk

Search, read, create, and update support tickets in a Zendesk instance. An agent calls these by name, and matching is exact.

Every tool a Zendesk connection exposes, and whether it writes, which waits for approval by default
Tool	What it does	Waits for approval by default
Get current user	Check credentials by fetching the authenticated agent.	No — read only
List tickets	List tickets in the account.	No — read only
Get ticket	Get a single ticket by id.	No — read only
Search	Search tickets, users, and organizations with Zendesk query syntax.	No — read only
Create ticket	Open a new support ticket.	Yes — it writes
Update ticket	Add a comment or change status/assignee on a ticket.	Yes — it writes

4 read tools, 2 write tools. Generated from the connector catalogue the product runs on, so it cannot list a tool that does not exist.

What teams hand an agent in Zendesk

Support teams hand an agent the ticket queue: pulling a ticket by id, running a Zendesk query through Search to find everything from one requester, and summarising what is still open. Create ticket and Update ticket are the writes, and each one waits for a person to approve it unless an admin has set this connection to run writes without asking.

Build a morning queue report by listing open tickets and grouping them by age and requester for the support lead.
Open a ticket when a bug report arrives in a chat channel, with the thread summarised into the description (after a person approves it)
Add a comment or reassign a ticket when the answer is found in another system, such as an order record (after a person approves it)

Before you let it write, or keep out: Think before letting this connection write without asking, because Update ticket changes status: an agent that closes tickets on its own reading of a thread can close the ones where the requester simply had not replied yet.

What waits for a person

Reads run on their own. These do not — each one waits in Approvals for an owner or admin unless an admin has set this connection to run writes without asking, and every call toZendesk, approved, rejected or unattended, is logged.

Create ticket POST
Update ticket PUT

What connecting Zendesk takes

Zendesk uses an API key you create in Zendesk and paste in once. A workspace admin sets the connection up; the fields are:

Zendesk URL
Agent Email
API Token

Credentials are encrypted and bound to your workspace, never read back, and every outbound call passes one guarded fetch — the connector security posture sets out exactly how, and the security page covers the platform around it.

Where Zendesk fits

Give an agent Zendesk work by writing a message in the inbox, or put its tools in a scheduled flow. What the run cost is on the cost breakdown.

Other support integrations: Freshdesk, Intercom. Or see every application agents can connect to.

See it doing your actual work

Open a demo workspace, connect one app, and give an agent a real job. No card, no sales call.

Try the demo See pricing

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