> ## Documentation Index > Fetch the complete documentation index at: https://developers.autoplay.ai/llms.txt > Use this file to discover all available pages before exploring further. # Zendesk > Zendesk-specific SDK helpers in autoplay_sdk.integrations.zendesk and how they map to the event connector. `ZENDESK_TRIGGER_TYPES` is the same tuple **`ZendeskChatbot`** uses in the event connector for session-link trigger routing, so what you configure in Zendesk Admin Center stays aligned with connector parsing and linking. `zendesk_chatbot_webhook_url` and `zendesk_chat_webhook_url` build the correct `/chatbot-webhook/{product_id}` and `/zendesk/chat/{product_id}` URLs respectively. `zendesk_auth_headers` produces the correct Basic-auth header for all Zendesk REST API calls. `build_zendesk_trigger_body` generates the JSON body string for Zendesk trigger actions with the right fields for each trigger type. *** ## Module: `autoplay_sdk.integrations.zendesk` Small, dependency-light helpers in `autoplay_sdk/integrations/zendesk.py` for trigger type constants, connector URL builders, API auth headers, and trigger payload construction. ### Trigger types Configure Zendesk triggers to send exactly these `trigger_type` values so session linking and LLM reply routing stay aligned with `ZendeskChatbot` parsing in the connector: | Name | Constant | Value | | ---------- | --------------------------------- | -------------- | | New ticket | `ZENDESK_TRIGGER_TYPE_NEW_TICKET` | `"new_ticket"` | | User reply | `ZENDESK_TRIGGER_TYPE_USER_REPLY` | `"user_reply"` | **Tuple for loops / validation:** `ZENDESK_TRIGGER_TYPES` — both strings above. Other `trigger_type` values are ignored by the connector. ### `zendesk_chatbot_webhook_url(connector_host, product_id) -> str` Builds the absolute HTTPS URL for Zendesk Trigger A (session link + internal note): `{origin}/chatbot-webhook/{product_id}` * **`connector_host`:** hostname (`event-connector-xxxx.onrender.com`) or full origin (`https://…`). Trailing slashes stripped; bare host gets `https://` prepended. * **`product_id`:** non-empty, no `/` (single path segment). Raises `ValueError` if host or product id is invalid. ### `zendesk_chat_webhook_url(connector_host, product_id) -> str` Builds the absolute HTTPS URL for Zendesk Trigger B (LLM reply): `{origin}/zendesk/chat/{product_id}` Same validation rules as `zendesk_chatbot_webhook_url`. ### `zendesk_auth_headers(email, api_token) -> dict[str, str]` Returns `Authorization` and `Content-Type` headers for Zendesk REST API calls: ```python theme={null} { "Authorization": f"Basic {base64(f'{email}/token:{api_token}')}", "Content-Type": "application/json", } ``` The `/token` literal between email and API token is required by Zendesk. Never hand-roll this — use this helper. ### `build_zendesk_trigger_body(trigger_type, *, include_user_message=False) -> str` Returns the JSON string to paste into the Zendesk trigger action body. Includes `ticket_id`, `requester_email`, and `trigger_type`. When `include_user_message=True`, also includes `"user_message": "{{ticket.latest_comment}}"` (required for Trigger B / Zendesk Messaging compatibility). ```python theme={null} build_zendesk_trigger_body("new_ticket") # → '{"ticket_id": "{{ticket.id}}", "requester_email": "{{ticket.requester.email}}", "trigger_type": "new_ticket"}' build_zendesk_trigger_body("user_reply", include_user_message=True) # → '{"ticket_id": "{{ticket.id}}", "requester_email": "{{ticket.requester.email}}", "trigger_type": "user_reply", "user_message": "{{ticket.latest_comment}}"}' ``` **Why `include_user_message` for Trigger B?** Zendesk Messaging tickets do not expose messages via `GET /api/v2/tickets/{id}/comments.json` — the API returns only internal notes for those tickets. Passing `{{ticket.latest_comment}}` inline is the only reliable source for the user's message. *** ## Example (Python) ```python theme={null} from autoplay_sdk.integrations.zendesk import ( ZENDESK_TRIGGER_TYPES, ZENDESK_TRIGGER_TYPE_NEW_TICKET, ZENDESK_TRIGGER_TYPE_USER_REPLY, build_zendesk_trigger_body, zendesk_auth_headers, zendesk_chat_webhook_url, zendesk_chatbot_webhook_url, ) import httpx, os subdomain = os.environ["ZENDESK_SUBDOMAIN"] email = os.environ["ZENDESK_EMAIL"] api_token = os.environ["ZENDESK_API_TOKEN"] product_id = os.environ["AUTOPLAY_PRODUCT_ID"] connector_url = os.environ["CONNECTOR_URL"] headers = zendesk_auth_headers(email, api_token) base = f"https://{subdomain}.zendesk.com/api/v2" context_endpoint = zendesk_chatbot_webhook_url(connector_url, product_id) chat_endpoint = zendesk_chat_webhook_url(connector_url, product_id) async def register_webhooks_and_triggers(): async with httpx.AsyncClient(base_url=base) as client: # Create context webhook → /chatbot-webhook/{product_id} r = await client.post("/webhooks", headers=headers, json={"webhook": { "name": "Autoplay Context Webhook", "endpoint": context_endpoint, "http_method": "POST", "request_format": "json", "status": "active", "subscriptions": ["conditional_ticket_events"], }}) r.raise_for_status() context_webhook_id = r.json()["webhook"]["id"] # Create chat webhook → /zendesk/chat/{product_id} r = await client.post("/webhooks", headers=headers, json={"webhook": { "name": "Autoplay Chat Webhook", "endpoint": chat_endpoint, "http_method": "POST", "request_format": "json", "status": "active", "subscriptions": ["conditional_ticket_events"], }}) r.raise_for_status() chat_webhook_id = r.json()["webhook"]["id"] # Trigger A: new ticket → context webhook (internal note only) await client.post("/triggers", headers=headers, json={"trigger": { "title": "Autoplay — New Ticket", "active": True, "conditions": {"all": [ {"field": "update_type", "operator": "is", "value": "Create"}, ]}, "actions": [{"field": "notification_webhook", "value": [context_webhook_id, build_zendesk_trigger_body(ZENDESK_TRIGGER_TYPE_NEW_TICKET)]}], }}) # Trigger B: user reply → chat webhook (LLM reply) # role:end-user silently fails for Zendesk Messaging — omit it. await client.post("/triggers", headers=headers, json={"trigger": { "title": "Autoplay — User Reply", "active": True, "conditions": {"all": [ {"field": "update_type", "operator": "is", "value": "Change"}, {"field": "comment_is_public", "operator": "is", "value": "true"}, ]}, "actions": [{"field": "notification_webhook", "value": [chat_webhook_id, build_zendesk_trigger_body( ZENDESK_TRIGGER_TYPE_USER_REPLY, include_user_message=True, )]}], }}) ``` *** ## Helpers reference | Helper | Purpose | | ----------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ | | **`zendesk_auth_headers(email, api_token)`** | `Authorization: Basic …` + `Content-Type: application/json`. Never hand-roll Zendesk Basic auth. | | **`zendesk_chatbot_webhook_url(host, product_id)`** | Builds `/chatbot-webhook/{product_id}` — Trigger A endpoint. | | **`zendesk_chat_webhook_url(host, product_id)`** | Builds `/zendesk/chat/{product_id}` — Trigger B endpoint. | | **`build_zendesk_trigger_body(trigger_type, *, include_user_message=False)`** | JSON body string for Zendesk trigger actions. Set `include_user_message=True` for Trigger B. | | **`ZENDESK_TRIGGER_TYPES`** | `("new_ticket", "user_reply")` — all connector-recognized trigger types. | | **`ZENDESK_TRIGGER_TYPE_NEW_TICKET`** | `"new_ticket"` | | **`ZENDESK_TRIGGER_TYPE_USER_REPLY`** | `"user_reply"` | *** ## Connector endpoints (reference) | HTTP | Role | | ------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `POST /chatbot-webhook/{product_id}` | Primary session-link path: receives `new_ticket` from Zendesk, resolves PostHog session by requester email, flushes buffered events as an internal note (`public: false`). | | `POST /zendesk/chat/{product_id}` | LLM reply path: receives `user_reply` with inline `user_message`, builds RAG context, calls Claude, posts public reply (`public: true`). Returns `200` immediately; LLM + Zendesk write run as a background task. | Inbound webhook signature verification uses `X-Zendesk-Webhook-Signature` (HMAC-SHA256) when `signing_secret` is present in `integration_config`. If absent, all inbound requests are accepted. *** ## Delivery stack in this repo * **`BaseChatbotWriter`** ([Support agent writer](/sdk/support-agent-writer)) — pre-link buffer, post-link debounce, shared note body format (`format_chatbot_note_header`, numbered action lines, binning). * **`ZendeskChatbot`** (event connector `flows/chatbot/zendesk.py`) — subclass; implements `_post_note` (Zendesk `PUT /api/v2/tickets/{id}.json` with `public: false`, exponential retry) and `_redact_part` (no-op — Zendesk comments are immutable). Registered as `CHATBOT_REGISTRY["zendesk"]`. For LLM summaries, pair with **`AsyncAgentContextWriter`** as described on the support agent writer page. *** ## Related * [Support agent writer](/sdk/support-agent-writer) — `BaseChatbotWriter` contract and note format. * [Agent context](/sdk/agent-context) — summariser + `overwrite_with_summary` flow. * `chatbot-zendesk` skill — full setup guide: preflight, webhook + trigger registration, smoke test, and failure modes.