Zendesk

Discover Zendesk support infrastructure including tickets, users, organizations, and groups.

• Entities: Tickets, Users, Organizations, Groups
• Relationships: Links tickets to users, organizations, teams, and technical infrastructure
• Discovery: Automated polling-based discovery
• MCP Support: Query Zendesk data via Model Context Protocol

Support tickets with status, priority, assignee, and customer information.

Spec fields:

• id: Ticket ID
• subject: Ticket subject
• description: Ticket description
• status: new, open, pending, hold, solved, closed
• priority: low, normal, high, urgent
• type: problem, incident, question, task
• requester_id: Customer who opened the ticket
• assignee_id: Agent assigned to the ticket
• organization_id: Customer organization
• group_id: Support team assigned
• tags: Ticket tags
• created_at, updated_at: Timestamps

Labels:

• status: Ticket status
• priority: Ticket priority
• type: Ticket type
• tag/*: Ticket tags

Users including customers and support agents.

Spec fields:

• id: User ID
• name: Full name
• email: Email address
• role: end-user, agent, admin
• organization_id: Organization membership
• active: Whether user is active
• suspended: Whether user is suspended
• tags: User tags
• created_at, updated_at: Timestamps

Labels:

• name: User name
• role: User role
• active: Active status
• tag/*: User tags

Customer organizations (companies).

Spec fields:

• id: Organization ID
• name: Organization name
• domain_names: Associated domains
• details: Organization details
• tags: Organization tags
• created_at, updated_at: Timestamps

Labels:

• name: Organization name
• tag/*: Organization tags

Support teams/groups for ticket assignment.

Spec fields:

• id: Group ID
• name: Group name
• deleted: Whether group is deleted
• created_at, updated_at: Timestamps

Labels:

• name: Group name
• deleted: Deletion status

Source	Relation	Target	Description
ZendeskTicket	SUBMITTED_BY	ZendeskUser	Customer who opened ticket
ZendeskTicket	ASSIGNED_TO	ZendeskUser	Agent assigned to ticket
ZendeskTicket	BELONGS_TO	ZendeskOrganization	Customer organization
ZendeskTicket	ASSIGNED_TO_GROUP	ZendeskGroup	Support team
ZendeskUser	BELONGS_TO	ZendeskOrganization	User's organization

Source	Relation	Target	Description
ZendeskTicket	REPORTED_ERROR	SentryError	Ticket about specific error
ZendeskTicket	CAUSED_BY	K8sDeployment	Ticket caused by deployment
ZendeskTicket	DURING_INCIDENT	PagerDutyIncident	Ticket during incident
ZendeskTicket	RESOLVED_BY	GitHubPullRequest	PR that fixed the issue
ZendeskTicket	ABOUT_SERVICE	K8sService	Ticket about specific service

discovery:
  enabled: true
  settings:
    subdomain: "mycompany"  # For mycompany.zendesk.com
    email: "admin@example.com"
    token: "YOUR_API_TOKEN"

    # Optional settings
    include_tickets: true
    include_users: true
    include_organizations: true
    include_groups: true
    ticket_days_back: 30
    ticket_status_filter: "all"  # new, open, pending, hold, solved, closed, or "all"

mcp:
  enabled: true
  settings:
    subdomain: "mycompany"
    email: "admin@example.com"
    token: "YOUR_API_TOKEN"

1. Go to Admin Center → Apps and integrations → APIs → Zendesk API
2. Click "Add API token"
3. Enter description (e.g., "SixDegree Integration")
4. Copy the token (save it securely, it won't be shown again)

The API token user needs:

• Read access to tickets, users, organizations, and groups
• Typically requires Agent or Admin role

degree discovery run zendesk@1.0.0 --config zendesk-config.yaml

Query: "Which customers were affected by the production incident?"

PagerDutyIncident → CAUSED → ZendeskTicket → BELONGS_TO → ZendeskOrganization

Query: "Show me all P1 tickets opened in the last 7 days"

Filter: ZendeskTicket[priority=urgent, created_at > 7d]

Query: "How many support tickets were created after the last deployment?"

K8sDeployment → CAUSED → ZendeskTicket (created after deployment time)

Query: "Which support group has the most open tickets?"

ZendeskTicket[status=open] → ASSIGNED_TO_GROUP → ZendeskGroup (count by group)

Query: "Show me Enterprise customers with more than 5 open tickets"

ZendeskOrganization[tag=enterprise] ← BELONGS_TO ← ZendeskTicket[status=open] (count > 5)

Query: "Link Sentry errors to customer-reported tickets"

SentryError ← REPORTED_ERROR ← ZendeskTicket (match by error message/tags)

Zendesk API rate limits:

• Enterprise plans: 700 requests/minute
• Professional plans: 400 requests/minute
• Essential plans: 200 requests/minute

The molecule implements:

• 100ms delay between paginated requests
• Automatic pagination handling
• Efficient bulk data fetching

MATCH (t:ZendeskTicket {priority: "urgent", status: "open"})
RETURN t

MATCH (t:ZendeskTicket)-[:BELONGS_TO]->(o:ZendeskOrganization {name: "Acme Corp"})
RETURN t

MATCH (t:ZendeskTicket {status: "open"})-[:ASSIGNED_TO]->(u:ZendeskUser)
RETURN u.name, COUNT(t) AS ticket_count
ORDER BY ticket_count DESC

MATCH (incident:PagerDutyIncident)
MATCH (ticket:ZendeskTicket)
WHERE ticket.created_at >= incident.created_at
  AND ticket.created_at <= incident.resolved_at
RETURN incident, ticket

• Verify subdomain is correct (without .zendesk.com)

• Ensure API token is active and not expired

• Check email/token format: email/token in Basic Auth

• Check ticket_days_back setting (default: 30 days)

• Verify ticket_status_filter includes desired statuses

• Ensure API token user has permission to view tickets

• Reduce discovery frequency

• Consider using incremental sync (future enhancement)

• Upgrade Zendesk plan for higher rate limits

┌──────────────────┐
│ Zendesk API      │
│ (REST v2)        │
└────────┬─────────┘
         │
         │ HTTPS
         │ Basic Auth
         │
┌────────▼─────────┐
│ Zendesk Molecule │
│ - Discovery      │
│ - Entity Mapping │
│ - Relationships  │
└────────┬─────────┘
         │
         │ gRPC
         │
┌────────▼─────────┐
│ SixDegree        │
│ Knowledge Graph  │
└──────────────────┘

1. Integrate with HubSpot: Link Zendesk organizations to HubSpot companies
2. Link to Sentry: Automatically match tickets to error reports
3. Connect to K8s: Track which deployments caused ticket spikes
4. PagerDuty Integration: Link incidents to customer complaints
5. GitHub Integration: Track which PRs resolved customer issues

• hubspot: CRM and customer lifecycle data

• pagerduty: Incident management

• sentry: Error tracking

• kubernetes: Deployment tracking

• github: Code and PR tracking

• Zendesk API Documentation

• SixDegree Molecule SDK

• Discovery Configuration