> ## Documentation Index
> Fetch the complete documentation index at: https://docs.threetone.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Prepare ticket lookup and reviewed internal notes using the current OAuth model and explicit comment visibility.

Plan a Zendesk workflow that retrieves an authorized ticket and drafts an internal note. Give public replies, status changes, and reassignment their own review requirements.

<Note>
  Zendesk is not a native Threetone connector. This guide prepares an external integration and action contract; it does not enable a working support automation.
</Note>

## Prepare the ticket action

You need a Zendesk administrator, an approved test ticket, and an application owner responsible for OAuth and revocation.

<Steps>
  <Step title="Use the current authentication guidance" id="zendesk-auth">
    Zendesk's [security and authentication reference](https://developer.zendesk.com/api-reference/introduction/security-and-auth/) recommends OAuth and marks API tokens deprecated. Integrations distributed to multiple customers require global OAuth. Do not ask customers to hand over private account credentials. Review the token's scope and the acting user's access.
  </Step>

  <Step title="Limit the ticket context" id="zendesk-ticket-context">
    Bind the Zendesk instance and exact ticket ID. Return only the subject, state, and permitted excerpts needed for the task. Exclude unrelated requester details and attachments. A ticket ID supplied in a message is not proof that its sender can read that ticket.
  </Step>

  <Step title="Confirm visibility before a write" id="zendesk-comment-review">
    Show the target ticket, final text, and whether the comment is internal or public. Review notification and status effects. If the request times out, inspect the ticket before retrying so the same comment is not added twice. Report rejected or incomplete updates honestly.
  </Step>
</Steps>

Use [tool authoring](/agents-platform/configure/tools/overview) for separate read and write contracts. A supported [auth connection](/agents-platform/configure/authentication/auth-connections) stores manual configuration; it does not perform a customer's OAuth installation.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Should a new integration start with an API token?" id="faq-zendesk-api-token">Use Zendesk's current OAuth guidance. The provider marks API tokens deprecated, and distributing an integration has additional global OAuth requirements.</Accordion>
  <Accordion title="Can the agent decide whether a comment is public?" id="faq-zendesk-comment-visibility">Make visibility an explicit reviewed decision and enforce it in your service. Do not infer it from generated prose or a generic send action.</Accordion>
</AccordionGroup>


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