feat(zendesk): new Zendesk ticketing integration

Zendesk Support API v2, 7 commands: create/get/update/search tickets, add
comment (public/internal), list users. API-token (Basic) auth, stdlib-only.

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

integrations/zendesk/manifest.yaml

@@ -0,0 +1,96 @@
+id: zendesk
+name: Zendesk
+version: 1.0.0
+description: "Zendesk Support (REST API v2) — ticketing: create, read, update and search tickets, add comments (public or internal), and list users. API-token (Basic) authentication; stdlib-only, no extra Python dependencies."
+changelog: "1.0.0 — Initial release: create/get/update/search tickets, add comment, list users."
+category: ticketing
+
+# Per-instance configuration. Auth is HTTP Basic with '<email>/token:<api_token>'.
+config_schema:
+  properties:
+    subdomain:
+      type: string
+      description: "Zendesk subdomain (the X in https://X.zendesk.com)"
+    email:
+      type: string
+      description: "Agent email address"
+    api_token:
+      type: string
+      description: "Zendesk API token"
+      x-soar-sensitive: true
+  required:
+    - subdomain
+    - email
+    - api_token
+
+commands:
+  - id: create_ticket
+    name: zendesk-create-ticket
+    description: "Create a ticket."
+    inputs_schema:
+      properties:
+        subject: { type: string, description: "Ticket subject" }
+        comment: { type: string, description: "Initial comment / description" }
+        priority: { type: string, description: "low, normal, high, or urgent" }
+        type: { type: string, description: "problem, incident, question, or task" }
+        tags: { type: string, description: "Comma-separated tags" }
+        requester_email: { type: string, description: "Requester email (optional)" }
+      required: [subject, comment]
+    outputs_schema: { properties: {} }
+  - id: get_ticket
+    name: zendesk-get-ticket
+    description: "Get a ticket by ID."
+    risk: read
+    inputs_schema:
+      properties:
+        ticket_id: { type: string, description: "Ticket ID" }
+      required: [ticket_id]
+    outputs_schema: { properties: {} }
+  - id: update_ticket
+    name: zendesk-update-ticket
+    description: "Update a ticket (status, priority, or assignee)."
+    inputs_schema:
+      properties:
+        ticket_id: { type: string, description: "Ticket ID" }
+        status: { type: string, description: "new, open, pending, hold, solved, or closed" }
+        priority: { type: string, description: "low, normal, high, or urgent" }
+        assignee_id: { type: string, description: "Assignee user ID" }
+      required: [ticket_id]
+    outputs_schema: { properties: {} }
+  - id: search_tickets
+    name: zendesk-search-tickets
+    description: "Search tickets with a Zendesk search query."
+    risk: read
+    inputs_schema:
+      properties:
+        query: { type: string, description: "Search query (e.g. status:open priority:high)" }
+      required: [query]
+    outputs_schema: { properties: {} }
+  - id: add_comment
+    name: zendesk-add-comment
+    description: "Add a comment to a ticket (public or internal note)."
+    inputs_schema:
+      properties:
+        ticket_id: { type: string, description: "Ticket ID" }
+        comment: { type: string, description: "Comment body" }
+        public: { type: boolean, description: "Public comment (default true; false = internal note)" }
+      required: [ticket_id, comment]
+    outputs_schema: { properties: {} }
+  - id: list_users
+    name: zendesk-list-users
+    description: "List users (optionally filter by role)."
+    risk: read
+    inputs_schema:
+      properties:
+        role: { type: string, description: "Optional role filter (end-user, agent, admin)" }
+      required: []
+    outputs_schema: { properties: {} }
+
+  - id: test_connection
+    name: zendesk-test-connection
+    description: "Verify connectivity and credentials (used by the Test button)."
+    risk: read
+    inputs_schema:
+      properties: {}
+      required: []
+    outputs_schema: { properties: {} }

integrations/zendesk/scripts/add_comment.py

@@ -0,0 +1,67 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+q = lambda v: urllib.parse.quote(str(v), safe="")
+
+
+def main(cfg, inputs):
+    ticket_id = inputs.get("ticket_id")
+    if not ticket_id:
+        raise Exception("ticket_id is required")
+
+    comment = str(inputs.get("comment", "")).strip()
+    if not comment:
+        raise Exception("comment is required")
+
+    public = inputs.get("public")
+    public_val = True if public is None else bool(public)
+
+    body = {"ticket": {"comment": {"body": comment, "public": public_val}}}
+    return request("PUT", "/tickets/" + q(ticket_id) + ".json", cfg, body=body)
+
+
+_run(main)

integrations/zendesk/scripts/create_ticket.py

@@ -0,0 +1,79 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    subject = str(inputs.get("subject", "")).strip()
+    if not subject:
+        raise Exception("subject is required")
+    comment = str(inputs.get("comment", "")).strip()
+    if not comment:
+        raise Exception("comment is required")
+
+    ticket = {"subject": subject, "comment": {"body": comment}}
+
+    priority = inputs.get("priority")
+    if priority:
+        ticket["priority"] = priority
+
+    ticket_type = inputs.get("type")
+    if ticket_type:
+        ticket["type"] = ticket_type
+
+    tags = inputs.get("tags")
+    if tags:
+        tags_list = [s.strip() for s in str(tags).split(",") if s.strip()]
+        if tags_list:
+            ticket["tags"] = tags_list
+
+    requester_email = inputs.get("requester_email")
+    if requester_email:
+        ticket["requester"] = {"email": requester_email}
+
+    return request("POST", "/tickets.json", cfg, body={"ticket": ticket})
+
+
+_run(main)

integrations/zendesk/scripts/get_ticket.py

@@ -0,0 +1,59 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+q = lambda v: urllib.parse.quote(str(v), safe="")
+
+
+def main(cfg, inputs):
+    ticket_id = inputs.get("ticket_id")
+    if not ticket_id:
+        raise Exception("ticket_id is required")
+
+    return request("GET", "/tickets/" + q(ticket_id) + ".json", cfg)
+
+
+_run(main)

integrations/zendesk/scripts/list_users.py

@@ -0,0 +1,53 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    role = inputs.get("role")
+    return request("GET", "/users.json", cfg, params={"role": role})
+
+
+_run(main)

integrations/zendesk/scripts/search_tickets.py

@@ -0,0 +1,56 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    query = str(inputs.get("query", "")).strip()
+    if not query:
+        raise Exception("query is required")
+
+    return request("GET", "/search.json", cfg, params={"query": "type:ticket " + query})
+
+
+_run(main)

integrations/zendesk/scripts/test_connection.py

@@ -0,0 +1,53 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    request("GET", "/users/me.json", cfg)
+    return {"ok": True}
+
+
+_run(main)

integrations/zendesk/scripts/update_ticket.py

@@ -0,0 +1,76 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("subdomain", "")) + ".zendesk.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("email", "")) + "/token:" + str(cfg.get("api_token", ""))
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+q = lambda v: urllib.parse.quote(str(v), safe="")
+
+
+def main(cfg, inputs):
+    ticket_id = inputs.get("ticket_id")
+    if not ticket_id:
+        raise Exception("ticket_id is required")
+
+    ticket = {}
+
+    status = inputs.get("status")
+    if status:
+        ticket["status"] = status
+
+    priority = inputs.get("priority")
+    if priority:
+        ticket["priority"] = priority
+
+    assignee_id = inputs.get("assignee_id")
+    if assignee_id not in (None, ""):
+        ticket["assignee_id"] = int(assignee_id)
+
+    if not ticket:
+        raise Exception("at least one field to update is required")
+
+    return request("PUT", "/tickets/" + q(ticket_id) + ".json", cfg, body={"ticket": ticket})
+
+
+_run(main)