Zendesk and Tray

Zendesk is where customer issues are tracked, prioritized, and resolved with ticket forms, macros, views, satisfaction ratings, and SLAs built in. But native flows stop at the edge of Zendesk. Tray extends them across your stack, connecting Zendesk to identity, billing, engineering, and AI systems. With Tray, tickets, users, and organizations stay synchronized through orchestrated workflows, governed automations, and agents that act with the right context.

With Tray, you build
Agents
Integrations
 and
Automations
 that connect Zendesk across your business systems and teams.

Agents

Build agents with Zendesk and Tray

Tray agents turn Zendesk tickets into action. They understand ticket context, apply rules, and drive updates across your support stack, writing results back to Zendesk as comments, field changes, or macro applications. With scoped access by group, brand, or role, agents help teams resolve faster while keeping every action visible and compliant.

Give agents the context they need to act confidently

  • Ticket scope: Access ticket bodies, comments, tags, custom fields, SLAs, and satisfaction ratings
  • Requester and org data: Pull requester, organization, and linked record metadata from approved systems
  • Freshness: Control re-ingestion through scheduled syncs or event-driven updates

Tray vs Zendesk AI agents

Merlin Agent Builder

Runs agents that act across your stack via Tray workflows and connector “tools," and write back to systems of record

Works with 700+ pre-built connectors and any app via APIs, so one agent can span CRM, ITSM, IDP, and more

Provides guardrails and visibility through Tray’s platform, including RBAC, detailed run/audit logs, and optional log streaming

Deploys flexibly via API or embed, supporting Slack, Teams, or any web front end

Zendesk AI agents

Automates customer conversations across messaging, email, and web form channels with generative replies and handoff to humans

Answers using help center content, with the Advanced plan supporting multiple/restricted sources and personas

Adds conversation flows (including hybrid scripted + generative), API access/orchestration, and deeper analytics in the Advanced plan

Runs natively in Zendesk, with usage tracked via automated resolutions with in-product analytics

Integrations

Integrations with Zendesk and Tray

Tray connects Zendesk with your CRM, data warehouse, CS tools, and internal systems. Integrations keep ticket context, requester details, and organization metadata aligned across every handoff, so support, sales, and engineering teams all work from the same record. The connections you define here power the automations above and the tools your agents use.

Zendesk integration capabilities

Integrate Zendesk with 700+ applications plus any system with an API using our HTTP connector. These domains mirror Zendesk’s API and how teams actually work in Zendesk.

Create, update, and link tickets so context stays visible across systems

  • Create and update: Set assignee, group, status, priority, custom fields, and tags
  • Post comments: Add public or private notes with attachments and @mentions using macros
  • Link external work: Store issue keys or URLs in custom fields and keep them synced
  • Manage SLAs and views: Update fields that drive automations, triggers, and policies

Automations

Automations with Zendesk and Tray

Tray automates the Zendesk ticket lifecycle across your stack. Automations classify, enrich, route, and update tickets as they move through connected systems, writing outcomes back as public or private comments so every team stays aligned and customers get faster resolutions.

FAQs

Workflows can start from new or updated tickets, comments, satisfaction events, or scheduled checks. Tray can also poll for changes to tickets, users, or organizations when real-time triggers aren’t available.

What comes standard with Tray

Whether your systems, data, or models run in the cloud or on-premises, Tray connects them in one secure platform. Every connection, workflow, and agent operates under IT governance with encryption, audit logging, and access controls built in. Security teams can trust that all integrations comply with enterprise network and authentication policies.

Universal connectivity

  • Prebuilt connectors: 700+ connectors plus a universal HTTP connector for any REST API
  • Custom connectors: Build custom connectors that behave like native ones
  • Connect anywhere: Cloud or on-prem systems supported

Learn more about our connectivity options

On-premises connectivity

  • Connect securely: Access on-premises systems, whether first-party or third-party
  • Meet network requirements: Connect through approved configurations that align with enterprise security policies
  • Enterprise protocols: Support multiple on-premises security standards for safe integration

Learn more about on-premises connectivity

Authentication management

  • Secure credentials: Collect and store authentications with full encryption
  • Encrypted data: Protect all data at rest and in transit
  • Role-based control: Partition credentials by workspace and access level

Learn more about authentication management

Security and governance

  • Certified compliance: SOC 2 Type II, GDPR, CCPA, HIPAA
  • End-to-end protection: Encryption, detailed audit logs, scoped connections, and OAuth scopes

Learn more about security and governance