> ## Documentation Index > Fetch the complete documentation index at: https://docs.retellai.com/llms.txt > Use this file to discover all available pages before exploring further. # Zendesk agent functions > Zendesk tools for Retell AI agents: identify callers by phone, read and update their tickets, create new ones, and add public comments or private notes. A [connected Zendesk account](/integrations/zendesk) gives your agents live access to your helpdesk, during a conversation or [before and after it](/integrations/overview#run-tools-before-or-after-the-call-or-chat): identify the caller by phone number, read their open tickets, create or update tickets, and record what was discussed as a public comment or private note. ## Available tools These tools appear in your agent's function menu once the account is connected. See [use integration tools in an agent](/integrations/overview#use-integration-tools-in-an-agent) for how to add and configure them. | Tool | What it does | | ------------------------------- | ---------------------------------------------------------------------------------------------- | | **Search User** | Find a Zendesk user by phone number — typically the caller's number, to identify who's calling | | **Get User** | Fetch a user's profile by ID | | **Get Ticket** | Fetch a ticket by ID, for example one the caller is asking about | | **List User Requested Tickets** | List a user's active tickets, most recently updated first (up to 50) | | **Create Ticket** | Open a new ticket with a subject and description from the conversation | | **Update Ticket** | Change fields on a ticket, such as status or priority | | **Add Ticket Comment** | Add a public comment the requester sees, or a private internal note | A typical support agent uses **Search User** at the start of the call to identify the caller by `{{user_number}}`, **List User Requested Tickets** to read their open tickets, and **Create Ticket** or **Add Ticket Comment** to record the outcome. Pass the caller's number as-is, for example `{{user_number}}`. **Search User** strips the country code and matches the remaining digits against any format Zendesk stores, so 10-digit and E.164 profiles both match. ## Required role Every tool call runs as the account that signed in when connecting, under Zendesk's `read` and `write` OAuth scopes; there are no per-tool scopes to grant. The account's role sets what each tool can do: * **Agent or admin** — every tool works. * **Light agent** — the read tools work, and so does **Create Ticket**, including on behalf of an end user. **Add Ticket Comment** can add private notes but not public replies, and **Update Ticket** can change status or fields only on tickets the account itself requested. Because every light-agent comment is private, a ticket a light agent opens stays invisible to the requester until a full agent adds a public comment. * **End user** — can't search users or work tickets through the API; reconnect with an agent or admin account. If the role changes after connecting, the token's permissions change with it. The connection isn't flagged; the affected tools just start failing. ## Troubleshooting The search strips the country code and matches the remaining digits against any stored format, so a format mismatch usually isn't the cause. Check that the number is on the Zendesk user profile's phone field at all, and that the search input is a real phone number rather than an extension or free text. ## FAQ The **Add Ticket Comment** tool takes a `public` flag. When true, the requester sees the comment and gets Zendesk's usual notifications; when false, it's an internal note visible only to your team. Configure the flag as a fixed value on the tool, or let the agent decide from context. By default, the account that signed in when connecting (see [Prerequisites](/integrations/zendesk#prerequisites) on using a dedicated integration account). The **Create Ticket** tool also takes an optional requester ID, so you can file the ticket as coming from the caller by passing the user ID a **Search User** call returned. No. Zendesk tools read and write your helpdesk live. Nothing is copied into Retell, and there's no background sync to configure. Yes. **Update Ticket** can set the status, including solved. Have the agent confirm with the caller before closing anything. ## Next steps Add Zendesk tools to a single- or multi-prompt agent and test them with live requests. Call Zendesk tools from a function node and branch on the result. Set up the OAuth connection and what the signed-in account needs. Pass the caller's number into tools and reuse tool results later in the call.