Zendesk

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What is Zendesk?

Zendesk is customer service software where support teams handle tickets from email, chat, phone and the web, with users, organizations and groups behind them. Agents spend much of the day finding the right ticket, reading its history and updating it. This connection lets Fabric's assistant do that for you, in plain language.

What Fabric's assistant can do with Zendesk

Once Zendesk is connected, Fabric's AI assistant can work your queue from a simple request.

Find tickets and their history. Find Tickets and Get tickets pull tickets, and Get comments for a ticket, Find Ticket Comments and Find Latest Comment show the conversation. Ask what a customer has raised this month and what the last reply said, and you get a summary instead of a scroll.

Respond and update. Add Comment to Ticket adds a public reply or an internal note, Update Ticket changes status, priority or assignee, and Add Tag(s) to Ticket and Remove Tag(s) from Ticket keep tagging right. Attach File to Ticket adds a document or screenshot.

Open tickets from anywhere. Create Ticket opens a ticket from an email, a call note or a message in Fabric, so every request is tracked in one place.

Keep people and organizations current. Find a User, Find an Agent, Find a Group and Find an Organization look people up. Create User, Update User, Find or Create User, Create Organization, Update Organization and Find or Create Organization manage records, and Delete User removes one. API Request (Beta) reaches the Zendesk API for anything else.

You stay in control

The assistant works from your instructions. For public replies and anything that removes data, such as deleting a user, it confirms with you before going ahead, unless you've told it not to for a particular task. Reading tickets never changes anything.

When a job should run regularly, a Fabric AI job can run on a schedule, such as a morning summary of open urgent tickets. The connection also includes events, such as New Ticket, Updated Ticket, New Comment on Ticket and New Ticket in View, which can start an automation.

Search your tickets from Fabric

Connecting Zendesk also adds keyword search over your Zendesk records from Fabric's main search, so a ticket is findable alongside your docs and notes.

How people use it

Customer service teams summarize a long ticket and draft the reply with the help article from Fabric.

Support leads ask for every urgent ticket that has not had a reply today.

Account managers check a customer's recent tickets before a call.

Product teams open a ticket from a bug report and tag it for triage.

Frequently asked questions

What does the Zendesk connection do?

It lets Fabric's assistant find and read tickets and comments, create and update tickets, reply, tag, attach files, and manage users and organizations, and it adds keyword search over your Zendesk records in Fabric.

Can I reply to a Zendesk ticket with AI?

Yes. The assistant drafts the reply and Add Comment to Ticket posts it as a public reply or internal note, after you confirm.

Can it summarize a ticket?

Yes. It reads the comments and gives you the history in a few lines.

Can it create tickets?

Yes. Create Ticket opens a ticket with the details you give it.

Can it change ticket status and priority?

Yes. Update Ticket changes status, priority, assignee and other fields.

Does the assistant reply to customers on its own?

No. It acts on your instructions, and it confirms before public replies.

Is my Zendesk data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your account with your authorization. See the privacy and security guide.

Does this work through MCP or the API?

Fabric also exposes your library and connected tools to external AI through its MCP server and API.

Does Fabric work with other support tools?

Yes. You can also connect Slack, Linear and Gmail.