Managing Zendesk Deep

---
name: managing-zendesk-deep
description: |
  Use when working with Zendesk Deep — zendesk advanced support management
  covering ticket workflows, macros, triggers, automations, SLA policies, views,
  and reporting. Use when managing complex ticket routing, configuring
  automation rules, analyzing support metrics, monitoring SLA compliance, or
  optimizing helpdesk agent workflows and productivity.
connection_type: zendesk
preload: false
---

# Zendesk Advanced Management Skill

Manage and analyze Zendesk tickets, macros, triggers, automations, SLA policies, and support metrics.

## API Conventions

### Authentication
All API calls use Basic Auth (email/token) or OAuth — injected automatically. Never hardcode credentials.

### Base URL
`https://{{subdomain}}.zendesk.com/api/v2`

### Core Helper Function

```bash
#!/bin/bash

zd_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "Authorization: Bearer $ZENDESK_TOKEN" \
            -H "Content-Type: application/json" \
            "${ZENDESK_URL}/api/v2${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "Authorization: Bearer $ZENDESK_TOKEN" \
            -H "Content-Type: application/json" \
            "${ZENDESK_URL}/api/v2${endpoint}"
    fi
}
```

## Output Rules
- **TOKEN EFFICIENCY**: Extract only needed fields with `jq`
- Target <=50 lines per script output
- Never dump full API responses

## Common Operations

### Ticket Workflow Management

```bash
#!/bin/bash
echo "=== Open Tickets by Priority ==="
zd_api GET "/search.json?query=type:ticket+status:open+status:pending&sort_by=priority&sort_order=desc" \
    | jq -r '.results[:25] | .[] | "\(.id)\t\(.priority // "none")\t\(.status)\t\(.subject[0:60])"' \
    | column -t

echo ""
echo "=== Ticket Volume by Status ==="
for status in new open pending hold solved; do
    count=$(zd_api GET "/search.json?query=type:ticket+status:${status}" | jq '.count')
    echo "${status}: ${count}"
done

echo ""
echo "=== Unassigned Tickets ==="
zd_api GET "/search.json?query=type:ticket+status<solved+assignee:none&sort_by=created_at&sort_order=desc" \
    | jq -r '.results[:15] | .[] | "\(.id)\t\(.priority // "-")\t\(.created_at[0:16])\t\(.subject[0:50])"' \
    | column -t
```

### Macro and Automation Management

```bash
#!/bin/bash
echo "=== Active Macros ==="
zd_api GET "/macros/active.json?sort_by=usage_1m&sort_order=desc" \
    | jq -r '.macros[:20] | .[] | "\(.id)\t\(.usage_1m // 0) uses/mo\t\(.title[0:50])"' \
    | column -t

echo ""
echo "=== Active Triggers ==="
zd_api GET "/triggers/active.json" \
    | jq -r '.triggers[:20] | .[] | "\(.id)\t\(.position)\t\(.title[0:60])"' \
    | column -t

echo ""
echo "=== Active Automations ==="
zd_api GET "/automations/active.json" \
    | jq -r '.automations[:20] | .[] | "\(.id)\t\(.position)\t\(.title[0:60])"' \
    | column -t
```

### SLA Policy Monitoring

```bash
#!/bin/bash
echo "=== SLA Policies ==="
zd_api GET "/slas/policies.json" \
    | jq -r '.sla_policies[] | "\(.id)\t\(.title)\t\(.filter.all | length) conditions"' \
    | column -t

echo ""
echo "=== Tickets Breaching SLA ==="
zd_api GET "/search.json?query=type:ticket+status<solved+sla_policy_breached:true" \
    | jq -r '.results[:15] | .[] | "\(.id)\t\(.priority // "-")\t\(.subject[0:50])"' \
    | column -t
```

### Support Metrics and Reporting

```bash
#!/bin/bash
echo "=== Agent Activity (today) ==="
zd_api GET "/incremental/tickets.json?start_time=$(date -u -d '24 hours ago' +%s)" \
    | jq -r '[.tickets[] | .assignee_id] | group_by(.) | map({agent: .[0], count: length}) | sort_by(.count) | reverse | .[:15] | .[] | "Agent \(.agent): \(.count) tickets"'

echo ""
echo "=== Satisfaction Ratings (last 30 days) ==="
zd_api GET "/satisfaction_ratings.json?sort_by=created_at&sort_order=desc" \
    | jq '{
        total: (.satisfaction_ratings | length),
        good: ([.satisfaction_ratings[] | select(.score == "good")] | length),
        bad: ([.satisfaction_ratings[] | select(.score == "bad")] | length)
    }'
```

## Output Format

Present results as a structured report:
```
Managing Zendesk Deep Report
════════════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]
```

Target ≤50 lines of output. Use tables for multi-resource comparisons.

## Anti-Hallucination Rules

1. **NEVER assume resource names** — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. **NEVER fabricate metric names or dimensions** — verify against the service documentation or `--help` output.
3. **NEVER mix CLI commands between service versions** — confirm which version/API you are targeting.
4. **ALWAYS use the discovery → verify → analyze chain** — every resource referenced must have been discovered first.
5. **ALWAYS handle empty results gracefully** — an empty response is valid data, not an error to retry.

## Counter-Rationalizations

| Shortcut | Counter | Why |
|----------|---------|-----|
| "I'll skip discovery and check known resources" | Always run Phase 1 discovery first | Resource names change, new resources appear — assumed names cause errors |
| "The user only asked for a quick check" | Follow the full discovery → analysis flow | Quick checks miss critical issues; structured analysis catches silent failures |
| "Default configuration is probably fine" | Audit configuration explicitly | Defaults often leave logging, security, and optimization features disabled |
| "Metrics aren't needed for this" | Always check relevant metrics when available | API/CLI responses show current state; metrics reveal trends and intermittent issues |
| "I don't have access to that" | Try the command and report the actual error | Assumed permission failures prevent useful investigation; actual errors are informative |

## Common Pitfalls

- **Search syntax**: Use `+` for AND, `status<solved` means open/pending/hold — not literal less-than
- **Rate limits**: 700 requests/min for Enterprise, 400 for Professional — check `X-Rate-Limit-Remaining` header
- **Pagination**: Use `next_page` URL from response for cursor-based pagination — max 100 per page
- **Incremental exports**: Use `/incremental/` endpoints for bulk data — more efficient than search for large datasets
- **Side-loading**: Use `?include=users,groups` to reduce API calls when you need related data
- **Ticket fields**: Custom fields are in `custom_fields` array — reference by field ID, not name
- **Time zones**: All timestamps are UTC — convert for display as needed