Read Zendesk ticket
Module · Stable
Read a ticket’s fields and full comment thread — what the customer asked and what the team actually sent.
Reads one ticket out of the connected Zendesk: its fields (subject, description, status, tags, custom fields) plus the whole comment thread, oldest first. Each comment carries who wrote it (author_role: staff or customer), whether the customer saw it (public), the body, the timestamp, and any attachments (file_name, content_type, inline) — inline covers a photo pasted straight into the body of an e-mail, not just one added as a file. Two conveniences are pre-computed so the common flows don’t need a loop: last_staff_public_reply is the most recent reply the team actually sent to the customer, and first_customer_message is what the customer originally asked (their earliest public comment, falling back to the ticket description). Branch on found — a ticket id that doesn’t exist is a normal case to route, not an error. Read-only: it never changes anything in Zendesk.
When to use
Section titled “When to use”The learning loop’s read: after the team answers a ticket, read the thread back and compare the drafted reply against last_staff_public_reply — the reply a human actually sent — to learn where the draft fell short. Also the hydration step for manually-run support flows: a webhook-triggered flow gets the ticket in its payload, but a flow started by hand has only an id, and this node turns that id into the full ticket + thread.
When not to use
Section titled “When not to use”Not for the files on a ticket — Get Zendesk ticket attachments fetches those. Not a search: it takes exactly one ticket id and reads that ticket; it cannot find tickets by requester, status or text. And not needed in a webhook-triggered flow that only wants the ticket’s own fields — the trigger payload already carries them; reach for this when the flow needs the comment thread too.
Inputs
Section titled “Inputs”Configured per use: ticket_id.
Outputs
Section titled “Outputs”foundticket_idsubjectdescriptionstatustagscustom_fieldscreated_atupdated_atcommentslast_staff_public_replylast_staff_public_reply_atlast_staff_public_reply_idfirst_customer_messagecomment_countrequester_namerequester_first_namerequester_emailfollowup_source_ticket_iderror
Requires
Section titled “Requires”the zendesk integration
Auto-generated from the skill registry (load_skills()). Do not edit by hand.