Customer service

Zendesk Support

Customer support and ticketing

Overview Context types Tools Use cases Connection Security

Overview

Modus mines the Zendesk account and organizations you select, and exposes a broad ticketing surface so support agents work from real ticket state, SLAs, and help-centre content.

What Modus reads

1Account
2Organization

You select the level Modus is allowed to mine. Everything below it is discovered automatically; everything outside it is never touched.

2context types mined

5agent tool groups

1connection method

5security controls

Context types

Each object Modus mines produces typed context items, addressed by their position in the hierarchy. This is what an agent actually receives.

Account organization list
The organizations in the connected account.
Organization metadata
Per-organization detail so tickets can be tied to the right customer.

Example context item

zendesk_organization_metadata

acme-supportNorthwind Ltd

Tags: enterprise · eu-region
Open tickets: 14
SLA policy: Enterprise — 4h first response

Tools

Tools are granted per skill, never globally. Anything that changes state in Zendesk Support is marked as a write and stops for human approval.

Tickets
List, search, show, create, update, merge, and bulk-manage tickets, plus comments, audits, and metrics.
Users & organizations
Users, organizations, memberships, tags, fields, and related records.
Views, triggers & SLAs
Views, view counts, triggers, automations, and SLA policies.
Help centre
Search, read, create, and update articles, sections, and categories.
Write actions
Approval required
Ticket creation, updates, merges, redaction, and article publishing — gated behind approval.

Common use cases

Answer "why is this customer unhappy" with real ticket history and SLA state.
Draft a help-centre article from the tickets that keep repeating.
Escalate consistently, because the agent knows the SLA policy that applies.

Connection method

Connect once. Modus stores credentials in a managed secret store, rotates what it can, and never asks an agent to handle them.

OAuth (managed)

Managed Zendesk OAuth against your subdomain.

Security & governance

Governance is applied once, at the layer every agent runs through, so it holds no matter which agent asks.

Metadata-first mining

Modus learns from structure and usage, not bulk data. Raw records stay in your environment; only the metadata needed to understand the system is stored.

Scoped selection

You choose exactly which schemas, folders, spaces, or boards Modus is allowed to see. Nothing outside the selection is ever mined.

Write approval

Actions that change state in the source system are marked as writes and require an explicit human confirmation before they run.

Data classification

Sampled values are scanned for PII, financial, health, credential, and government-ID patterns, then classified as Sensitive, Flagged, or Non-sensitive. Your own overrides win over the defaults.

Group access by sensitivity

Map your identity groups to sensitivity tiers so each team only ever composes context at or below its clearance.

Put Zendesk Support to work.

Connect it in minutes and give every agent a governed understanding of what is inside, without moving a single row of data.

Book a demo