Zendesk MCP connector for Power Platform

March 19, 2026

Zendesk Support covers ticketing, user management, organizations, Help Center articles, SLA policies, satisfaction ratings, and more—each behind its own set of API endpoints. This connector wraps 42 REST operations across 9 Zendesk API areas into a single Power Platform custom connector with 41 MCP tools for Copilot Studio agents, built-in search syntax references, and Application Insights telemetry.

You can find the complete code in my SharingIsCaring repository.

What’s included

Tickets (11 operations)

List, get, create, update, delete, and merge tickets. Retrieve conversation threads, time metrics (first reply, resolution, wait times), related info (incidents, followups), full audit trails, and system and custom ticket field definitions.

Users (6 operations)

List users filtered by role, get a specific user, create end-users or agents, update profiles, get tickets requested by or assigned to a user, and list all identities (email, phone, social).

Organizations (5 operations)

List organizations, get details by ID, create new organizations, get tickets for an org, and list user-organization memberships.

Groups (3 operations)

List agent groups, get details, and list agent-group memberships.

Search (1 operation)

Full-text search across tickets, users, organizations, and other Zendesk objects using Zendesk search syntax.

Views (3 operations)

List available views, execute a view to return its tickets, and get ticket counts for a view.

Satisfaction Ratings, Tags, Macros (3 operations)

List CSAT ratings with score and date filters, list popular tags, and list macros.

Help Center (8 operations)

List articles by section, category, or label. Get full article content. Search articles by keyword. List articles within a section. Create articles in a section. Browse sections and categories, including sections within a specific category.

SLA Policies (2 operations)

List all SLA policies with targets and get a specific SLA policy by ID.

MCP tools for Copilot Studio

The connector exposes 41 MCP tools via JSON-RPC 2.0:

Tool Description
search Search Zendesk using search syntax (tickets, users, organizations)
list_tickets List tickets with sorting and pagination
get_ticket Get a specific ticket by ID
create_ticket Create a new ticket with subject, priority, type, requester, assignee, tags
update_ticket Update ticket status, priority, assignee, add comments, modify tags
delete_ticket Soft-delete a ticket
merge_tickets Merge source tickets into a target ticket
get_ticket_comments Get the full conversation thread on a ticket
get_ticket_metrics Get time metrics (first reply, resolution, wait times)
get_ticket_related Get related info (incidents, followups)
get_ticket_audits Get full audit trail for a ticket
list_ticket_fields List system and custom ticket fields
list_ticket_attachments List all attachments on a ticket across comments
list_users List users filtered by role
get_user Get a specific user by ID
create_user Create a new end-user, agent, or admin
update_user Update user profile details
get_user_tickets Get tickets requested by, assigned to, or CC’d to a user
list_user_identities List all identities (email, phone, etc.) for a user
list_organizations List organizations
get_organization Get a specific organization by ID
create_organization Create a new organization
get_organization_tickets Get tickets for an organization
list_organization_memberships List org memberships (filter by user or org)
list_groups List agent groups
get_group Get a specific group by ID
list_group_memberships List group memberships (filter by user or group)
list_views List available views
get_view_tickets Execute a view and return its tickets
get_view_count Get ticket count for a view
list_satisfaction_ratings List CSAT ratings with score and date filters
list_tags List popular recent tags
list_macros List available macros
list_articles List Help Center articles by section, category, or label
get_article Get a specific Help Center article by ID
search_articles Search Help Center articles by keyword
create_article Create a new Help Center article in a section
list_sections List Help Center sections (optionally by category)
list_categories List Help Center categories
list_sla_policies List all SLA policies and their targets
get_sla_policy Get a specific SLA policy by ID

Add the connector as an action in Copilot Studio, and the agent discovers the tools automatically. Users can then interact with Zendesk through natural conversation:

User: “Show me all open urgent tickets assigned to me” Agent: Calls search with type:ticket status:open priority:urgent assignee:me

User: “Search the Help Center for password reset articles” Agent: Calls search_articles with the keyword and returns matching results

User: “Create a ticket for a billing issue reported by the Acme account” Agent: Calls create_ticket with subject, priority, and organization details

User: “Summarize the conversation on ticket 12345” Agent: Calls get_ticket_comments and returns the thread summary

MCP resources

The connector includes reference resources that the agent can consult during conversations:

Resource Description
zendesk://reference/search-syntax Comprehensive Zendesk search query syntax guide
zendesk://reference/ticket-statuses Ticket statuses, transitions, priorities, and types reference
zendesk://tickets/{id} Resource template—retrieve a ticket by ID
zendesk://users/{id} Resource template—retrieve a user by ID

MCP prompts

Prompt Description
triage_ticket Analyze a ticket and suggest priority, type, group, and next steps
summarize_ticket Summarize a ticket conversation for handoff or escalation

Setup

Zendesk OAuth prerequisites

  1. In Zendesk Admin Center, go to Apps and integrations > APIs > Zendesk API > OAuth Clients.
  2. Click Add OAuth Client.
  3. Fill in the details:
    • Client name: Power Platform Connector
    • Redirect URLs: https://global.consent.azure-apim.net/redirect
    • Description: Power Platform custom connector integration
  4. Save and note the Client ID and Client Secret.

Import the connector

Use the Power Platform CLI:

paconn create --api-def apiDefinition.swagger.json --api-prop apiProperties.json --script script.csx

After import, replace yoursubdomain with your Zendesk subdomain in:

  • apiDefinition.swagger.json—the host field
  • apiProperties.json—all OAuth URL templates

Enter your Client ID and Client Secret from the Zendesk OAuth client.

Search syntax reference

Zendesk uses a structured search syntax for filtering across object types:

type:ticket status:open priority:urgent assignee:me
type:ticket created>7days -status:closed
type:ticket tags:billing organization:"Acme Inc"
type:user role:agent email:@example.com

The search MCP tool and the zendesk://reference/search-syntax resource give the agent full access to this syntax, so users can express complex queries in natural language.

Application Insights (optional)

Update the APP_INSIGHTS_CONNECTION_STRING constant in script.csx with your Application Insights connection string to enable telemetry.

Try it yourself

The complete connector code is available in my SharingIsCaring repository:

Resources

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