Shop MCP

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Zendesk

ShopMCP connects Zendesk Support and Guide to Claude, ChatGPT, Cursor, and other MCP clients for support queue triage, customer context, business-rule review, and Help Center operations.

Admin validation rollout

Zendesk is available for selected workspaces while we validate real support workflows. The current setup uses Zendesk API-token credentials for controlled testing. Broad customer rollout will use Zendesk Global OAuth.

1. Create a Zendesk API token

In Zendesk Admin Center, open Apps and integrations -> Zendesk API, enable token access, and create an API token for the admin or agent account ShopMCP should use.

  • Use a dedicated Zendesk admin or agent account where possible.
  • Grant Support and Guide permissions that match the workflows you want to test.
  • Copy the token immediately. Zendesk only shows it once.

API tokens are powerful

Treat the token like a password. In v1, the Zendesk account's own role and permissions decide which Support and Guide APIs are available.

2. Connect Zendesk in ShopMCP

Open Settings - Integrations, choose Zendesk, then enter:

  • Your Zendesk subdomain, for example acme from https://acme.zendesk.com.
  • The Zendesk admin or agent email address.
  • The API token.
  • An optional label, useful when an agency manages several Zendesk instances.

ShopMCP verifies the connection with GET /api/v2/users/me.json and stores credentials encrypted at rest.

3. What you can ask

Common Zendesk questions
GoalExample promptWhat ShopMCP reads
Triage the queueWhich Zendesk tickets need attention first today?Tickets, priorities, statuses, comments, groups, assignees.
Investigate an order issueFind all Zendesk history for order 10001234 before I reply.Ticket search, comments, users, organizations.
Reduce repeat ticketsCluster recent tickets about returns delays and show whether our Help Center covers them.Ticket search plus Guide article search.
Review support rulesShow stale macros, views, automations, or triggers that look risky.Macros, views, triggers, automations, SLA policies.
Prepare a replyUse the ticket comments and Help Center articles to draft a customer response.Ticket details, comments, attachments metadata, Guide articles.

4. Writes and safety

Zendesk write tools stay hidden until a workspace admin enables writes. When enabled, the agent can create and update tickets, add public or internal comments, update users and organizations, edit Help Center content, and update macros, views, triggers, automations, and SLA policies.

Review customer-visible changes

Public ticket replies, solved-state changes, Help Center article updates, and business-rule edits can affect customers immediately. Approve exact payloads only, and keep writes disabled until the workflow has been tested.

5. OAuth launch path

API-token mode is for private validation. For multi-customer distribution, ShopMCP will use Zendesk Global OAuth so each customer authorizes the integration through Zendesk rather than pasting long-lived credentials.

6. Official Zendesk references