Read
Read the queues, cases, incidents, and knowledge records in scope.
Overview
Classify, route, and draft replies for tickets.
- · Vendor-supported OAuth or scoped service credentials
- · Read and write access configured separately
- · Tool calls and outcomes recorded per run
Connector contract
Control what agents can do in Zendesk.
Exact authentication methods and available scopes depend on your Zendesk plan and deployment. Context keeps the connector configuration explicit.
Act
Draft responses, route work, or update status according to the runbook.
Verify
Keep classifications, actions, and handoffs on the case trace.
Set up the connection
- 01
Authenticate
Connect Zendesk with an admin-approved OAuth flow or scoped credential supported by the vendor.
- 02
Choose scope
Select the accounts, workspaces, projects, or resources available to the runbook.
- 03
Map policy
Set read and write permissions, reviewer gates, and the identity used for each action.
- 04
Test a run
Verify one read, one permitted action, and the resulting audit record before rollout.
Agents that use Zendesk
More in Support & ITSM
Connect Zendesk to Context.
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