This article describes the actions available when you connect Zendesk to HappyFox Workflows, and lists the cross-platform support operations you can automate with this integration.
Applicable Plans: ✔️ Basic ✔️ Team ✔️ Pro ✔️ Enterprise
Triggers
The Zendesk integration does not provide triggers. Workflows that include Zendesk actions are started by a HappyFox Help Desk trigger or another connected app.
Actions
Zendesk actions let you create and manage tickets, users, and organisations in Zendesk directly from a workflow step — keeping both platforms in sync without manual data entry.
Tickets
| Action | What it does |
|---|---|
| Create Ticket | Creates a new ticket in Zendesk with fields such as subject, description, priority, and assignee. |
| Update Ticket | Updates the fields of an existing Zendesk ticket, such as its status, priority, assignee, or tags. |
| Set Ticket Fields | Sets the values of one or more fields on an existing Zendesk ticket. |
| Add Internal Note | Adds an internal note to an existing Zendesk ticket, visible only to agents. |
| Add Comment | Adds a public comment to an existing Zendesk ticket, visible to the requester. |
| Search Tickets | Searches for Zendesk tickets matching specified criteria and returns matching results for use in subsequent workflow steps. |
| Merge Tickets | Merges one Zendesk ticket into another, consolidating the conversation into a single ticket. |
| Clear Due Date | Removes the due date from an existing Zendesk ticket. |
| Set Due Date | Sets or updates the due date on an existing Zendesk ticket. |
| Apply macro to a ticket | Applies a pre-configured Zendesk macro to an existing ticket, executing all actions defined in the macro in a single step. |
Users
| Action | What it does |
|---|---|
| Create User | Creates a new user record in Zendesk. |
| Update User | Updates the fields of an existing Zendesk user record. |
| Set User Fields | Sets the values of one or more custom fields on an existing Zendesk user record. |
| Search Users | Searches for Zendesk users matching specified criteria and returns matching results for use in subsequent workflow steps. |
Organisations
| Action | What it does |
|---|---|
| Create Organization | Creates a new organisation record in Zendesk. |
| Update Organization | Updates the fields of an existing Zendesk organisation record. |
Note: The Merge Tickets action in Zendesk is irreversible. Once two tickets are merged, the secondary ticket is closed and its conversation is moved into the primary ticket permanently.
Use cases
Mirror a HappyFox ticket in Zendesk for cross-team visibility: When a ticket is created in HappyFox Help Desk for a customer who is also managed in Zendesk, automatically create a corresponding Zendesk ticket — so teams working in different helpdesks have visibility into the same customer issue without manual duplication.
Sync internal notes across platforms: When an agent adds a private note to a HappyFox Help Desk ticket, automatically add an internal note to the linked Zendesk ticket — so both support teams stay informed of updates without switching platforms.
Apply a Zendesk macro triggered by a HappyFox workflow: When a specific ticket condition is met in HappyFox Help Desk — such as a category change or tag addition — automatically apply a pre-configured Zendesk macro to the corresponding Zendesk ticket, executing a standardised set of actions such as assigning, tagging, or responding.
Create or update a Zendesk user when a new contact raises a ticket: When a ticket is created in HappyFox Help Desk by a contact who does not yet exist in Zendesk, automatically create a Zendesk user record — keeping both systems current without manual data entry.
Set SLA due dates in Zendesk based on HappyFox ticket priority: When a high-priority ticket is created or escalated in HappyFox Help Desk, automatically set a due date on the linked Zendesk ticket — ensuring SLA commitments are reflected in both platforms without relying on agents to update Zendesk manually.
Search and merge duplicate tickets in Zendesk: When a HappyFox Help Desk workflow identifies a duplicate ticket from the same customer, use the Search Tickets action to find the existing Zendesk ticket and the Merge Tickets action to consolidate them — reducing duplicate handling and keeping the customer conversation in one place.