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 standardized set of actions such as assigning, tagging, or responding.
- 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, so SLA commitments are reflected in both platforms without relying on agents to update Zendesk manually.
- Loop through and process multiple related Zendesk tickets: Use Search Tickets to find matching records — such as duplicate tickets from the same customer — then combine the result with a counter variable to process each one in turn, merging or updating them one at a time instead of handling each manually.
Frequently asked questions
Can I loop through multiple Zendesk tickets or records automatically? Yes. Combine a Ticket Updated trigger with a custom field that acts as a counter variable. Set a trigger condition that checks whether the counter is below the limit you want, perform the required actions, then update the same ticket so the workflow re-fires and repeats until the counter reaches the limit. See How to Iterate Over Multiple Records in a HappyFox Workflow for the full pattern.
Can I count recurring events, such as ticket escalations? Yes. Add a numeric custom field to the ticket and increment it with a Perform Math Operations action each time the event occurs. The field value is then available as a variable in any subsequent action or trigger condition.
Do I need to reconnect Zendesk before using these actions? No, as long as Zendesk is already connected to HappyFox Workflows. If you haven't set up the connection yet, see Integrating Zendesk with HappyFox Workflows.