Zendesk support triage mode
Zendesk is the third startup mode next to Chat and Agent Dev: Claude Code connected to your Zendesk instance, so an agent can read tickets, search your Help Center, and draft responses. Watch the setup once, then wire up your own instance.
From the Zendesk mode chip on Wingman Home to a triaged ticket: credentials, health check, and the first Claude + Zendesk session.
The Zendesk panel
Support triage lives in the same workspace shell as everything else. Pick the Zendesk mode on Wingman Home and the window becomes the Axelera Zendesk panel: a status card with the Zendesk MCP connection, a credentials setup card, and a launch button that starts Claude Code with the Zendesk tools loaded. Like Chat, Zendesk mode is available immediately — you only need an open folder when you also want Agent Dev tools.
Set up Zendesk mode
Turn the mode on
Zendesk mode ships disabled. Enable the
wingman.zendesk.enabledsetting in the desktop app settings, and the Zendesk chip appears in the startup mode selector on Wingman Home, next to Chat and Agent Dev. Select it and pressOpen Zendesk.Enter your Zendesk credentials
The Setup tab asks for three things: your Zendesk subdomain (from
mycompany.zendesk.com, enter justmycompany), your agent account email, and an API token. Generate the token in Zendesk under Admin, then Channels, then API, then Tokens. PressSave to Keychain & Deploy— credentials go into your operating system keychain, never into plaintext files, environment variables, or source control. The Clear button removes them again.Check the health panel
The status card at the top shows the Zendesk MCP endpoint and a live health indicator: green means the Zendesk MCP service is reachable and your credentials work; red means it is offline or the credentials failed. The setup card shows a Configured badge once credentials are saved. Fix red before launching — the agent cannot see tickets without a healthy connection.
Start Claude Code with the Zendesk MCP
Press
Start Claude Code with Zendesk MCP. A terminal namedClaude + Zendeskopens with the Zendesk tools registered for the session. Prefer the terminal? The repo also carriesbash scripts/zendesk-setup.shfor CLI-based credential setup.Triage your first ticket
Ask in plain language:
list the newest open tickets, thensummarize ticket 4321 and draft a reply based on our Help Center. The agent reads the ticket thread with the read tools, searches your Help Center for the right article, and drafts the comment. Ticket writes are a separate, deliberate step — review every draft before it posts.
Zendesk MCP tools
| Tool | What it does | Access |
|---|---|---|
get_tickets | List tickets with pagination and sorting. | Read |
get_ticket | Fetch one ticket by ID. | Read |
get_ticket_comments | Read the full conversation on a ticket. | Read |
zendesk_search_knowledge_base | Search your Zendesk Help Center articles. | Read |
create_ticket | Create a new ticket with subject, description, priority, and tags. | Write |
update_ticket | Change status, priority, assignee, or tags on a ticket. | Write |
create_ticket_comment | Add a public or internal comment to a ticket. | Write |
health_check | Verify the Zendesk MCP service and credentials. | Read |
get_knowledge_base | Fetch the full Help Center content in one call (exposed as the zendesk://knowledge-base resource). | Read |