---
name: zendesk-help
description: Use when working with Zendesk tickets, searching tickets, or managing customer support. Provides guidance on search_tickets, get_tickets, and get_ticket tools.
---
# Zendesk Help
Guide for efficiently searching and managing Zendesk tickets.
## When to Use This Skill
Invoke this skill when the user:
- Mentions "Zendesk", "ticket", or "tickets"
- Asks to find, search, or look up support tickets
- Wants to check on a customer issue or transfer
- Needs to find tickets by transfer ID, customer email, or status
- Asks about ticket workflows or how to search tickets
## Available Tools
### `search_tickets` - Find tickets by criteria
Use this when you need to find tickets matching specific criteria:
- Text search in subject/description
- Filter by status, priority, assignee, requester
- Search by custom fields (e.g., transfer ID)
- Date range filters
### `get_tickets` - List recent tickets
Use this to browse recent tickets with pagination. Good for:
- Seeing what's new
- Getting an overview of recent activity
### `get_ticket` - Fetch specific ticket
Use this when you have a ticket ID and need full details.
## Search Examples
### Find tickets by transfer ID
The transfer ID custom field is `23301179390491`:
```
search_tickets(custom_field_id=23301179390491, custom_field_value="txn_abc123")
```
### Find open tickets for a customer
```
search_tickets(requester="customer@example.com", status="open")
```
### Find unassigned urgent tickets
```
search_tickets(status="new", priority="urgent")
```
### Text search with filters
```
search_tickets(query="payment failed", status="open")
```
### Find tickets created in a date range
```
search_tickets(created_after="2024-01-01", created_before="2024-01-31")
```
### Combine multiple filters
```
search_tickets(
query="wire transfer",
status="pending",
tags=["escalated"],
sort_by="created_at",
sort_order="desc"
)
```
## Common Workflows
### Finding tickets related to a transfer
1. Use `search_tickets` with the transfer ID custom field
2. If no results, try text search with the transfer ID as query
3. Use `get_ticket` to fetch full details of matching tickets
### Finding a customer's tickets
1. Use `search_tickets` with `requester` email
2. Optionally filter by `status` to see only active tickets
### Finding unassigned work
1. Search for tickets with no assignee: `search_tickets(status="new")`
2. Or filter by specific queue using tags
## Tips
- Use `limit` parameter to control result count (max 100)
- Results are sorted by `updated_at` descending by default
- Combine multiple filters to narrow results
- For exact phrase matching, the query text is automatically quoted
