Zendesk Support

Technical Preview

Overview

A client-mode connector for a curated Support / ticketing slice of the Zendesk Support Ticketing API under https://YOUR_SUBDOMAIN.zendesk.com/api/v2/:

Catalog connector event	Entity / path	Notes
(discovery / smoke)	`GET /api/v2/tickets`	List tickets the agent can access
POST tickets from alarm	`POST /api/v2/tickets`	Create ticket; required `ticket.comment`
(show)	`GET /api/v2/tickets/{id}`	Ticket properties (not full comment thread)
PUT tickets/{id} with resolution	`PUT /api/v2/tickets/{id}`	Set `status` (e.g. `solved`) and optional comment
GET tickets/{id}/comments	`GET /api/v2/tickets/{id}/comments`	List comments
POST tickets/{id}/comments	(maps to PUT)	No create-comment endpoint — add via `PUT` with `ticket.comment`

BASE_ADDRESS is https://{subdomain}.zendesk.com (no trailing slash; endpoints already include /api/v2/...). Topics use crm/zendesk/<object>/<verb>.

Zendesk documents that ticket comments are created with the Tickets API, not a separate POST under /comments. Including comment on create or update is the supported path. See Ticket Comments.

Prefer Hub secrets for tokens. This template has not been verified against a live Zendesk subdomain. Status remains blocked until an authenticated live smoke succeeds.

Basic Syntax

# Coreflux REST_API template — Zendesk Support (Ticketing API v2 curated slice)
# Auth: Bearer {value.json.access_token} (OAuth) or Basic email/token via config
# BASE_ADDRESS: https://YOUR_SUBDOMAIN.zendesk.com

DEFINE ROUTE ZendeskSupportRestApi WITH TYPE REST_API
    ADD REST_API_CONFIG
        WITH BASE_ADDRESS "https://YOUR_SUBDOMAIN.zendesk.com"
        WITH ENABLE_CLIENT "true"
        WITH USE_SSL "true"
        WITH REQUEST_TIMEOUT '60'
        WITH DEFAULT_CONTENT_TYPE "application/json"
    ADD EVENT Listtickets
        WITH SOURCE_TOPIC "crm/zendesk/tickets/list"
        WITH DESTINATION_TOPIC "crm/zendesk/tickets/list/response"
        WITH METHOD "GET"
        WITH ENDPOINT "/api/v2/tickets"
        WITH HEADERS
            ADD "Accept" "application/json"
            ADD "Authorization" "Bearer {value.json.access_token}"
    ADD EVENT Createticket
        WITH SOURCE_TOPIC "crm/zendesk/tickets/create"
        WITH DESTINATION_TOPIC "crm/zendesk/tickets/create/response"
        WITH METHOD "POST"
        WITH ENDPOINT "/api/v2/tickets"
        WITH HEADERS
            ADD "Accept" "application/json"
            ADD "Content-Type" "application/json"
            ADD "Authorization" "Bearer {value.json.access_token}"
        WITH BODY "{payload}"
    ADD EVENT Showticket
        WITH SOURCE_TOPIC "crm/zendesk/tickets/show"
        WITH DESTINATION_TOPIC "crm/zendesk/tickets/show/response"
        WITH METHOD "GET"
        WITH ENDPOINT "/api/v2/tickets/{value.json.id}"
        WITH HEADERS
            ADD "Accept" "application/json"
            ADD "Authorization" "Bearer {value.json.access_token}"
    ADD EVENT Updateticket
        WITH SOURCE_TOPIC "crm/zendesk/tickets/update"
        WITH DESTINATION_TOPIC "crm/zendesk/tickets/update/response"
        WITH METHOD "PUT"
        WITH ENDPOINT "/api/v2/tickets/{value.json.id}"
        WITH HEADERS
            ADD "Accept" "application/json"
            ADD "Content-Type" "application/json"
            ADD "Authorization" "Bearer {value.json.access_token}"
        WITH BODY "{payload}"
    ADD EVENT Listticketcomments
        WITH SOURCE_TOPIC "crm/zendesk/tickets/comments/list"
        WITH DESTINATION_TOPIC "crm/zendesk/tickets/comments/list/response"
        WITH METHOD "GET"
        WITH ENDPOINT "/api/v2/tickets/{value.json.id}/comments"
        WITH HEADERS
            ADD "Accept" "application/json"
            ADD "Authorization" "Bearer {value.json.access_token}"

Events

Event	Method	Endpoint	Request topic	Response topic
Listtickets	GET	`/api/v2/tickets`	`crm/zendesk/tickets/list`	`crm/zendesk/tickets/list/response`
Createticket	POST	`/api/v2/tickets`	`crm/zendesk/tickets/create`	`crm/zendesk/tickets/create/response`
Showticket	GET	`/api/v2/tickets/{id}`	`crm/zendesk/tickets/show`	`crm/zendesk/tickets/show/response`
Updateticket	PUT	`/api/v2/tickets/{id}`	`crm/zendesk/tickets/update`	`crm/zendesk/tickets/update/response`
Listticketcomments	GET	`/api/v2/tickets/{id}/comments`	`crm/zendesk/tickets/comments/list`	`crm/zendesk/tickets/comments/list/response`

Auth

OAuth 2.0 Bearer — default in the template:

Create an OAuth client in Zendesk Admin for your Support account.
Obtain an access_token.
Set connector BASE_ADDRESS to https://{subdomain}.zendesk.com.
Pass access_token on the MQTT request payload so headers resolve:
- Authorization: Bearer {value.json.access_token}
Store the token in Hub secrets / GET SECRET. Never commit real credentials.

API token Basic (email/token):

In Zendesk Admin, create an API token for an agent email.
Use Basic auth with username {email}/token and password = the API token.
Prefer WITH USERNAME "agent@example.com/token" and WITH PASSWORD GET SECRET "ZENDESK_API_TOKEN" on REST_API_CONFIG (remove Bearer header lines if using config Basic).

Example payloads

Create ticket from alarm:

{
  "access_token": "YOUR_ACCESS_TOKEN",
  "ticket": {
    "subject": "Line sensor fault — Zone A",
    "priority": "high",
    "type": "incident",
    "tags": ["iiot", "coreflux", "alarm"],
    "comment": {
      "body": "Vibration above threshold at 2026-10-04T00:00:00Z"
    }
  }
}

Update with resolution:

{
  "access_token": "YOUR_ACCESS_TOKEN",
  "id": 35436,
  "ticket": {
    "status": "solved",
    "comment": {
      "body": "Alarm cleared; sensor back online.",
      "public": true
    }
  }
}

Add comment (catalog POST comments → PUT):

{
  "access_token": "YOUR_ACCESS_TOKEN",
  "id": 35436,
  "ticket": {
    "comment": {
      "body": "Follow-up from Coreflux telemetry.",
      "public": false
    }
  }
}

Deploy notes

Deploy ZendeskSupportRestApi.lot only (-addRoute). Do not deploy hub-metadata.lot as a connector — it exists for Hub / -listTemplates (ADD METADATA + WITH IMAGE base64).
Hub category: REST API Connectors.
Doc link: https://docs.coreflux.org/latest/lot-language/routes/rest-api-apps/zendesk-support

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