Make a handoff useful to the next person who picks it up. A Gleap Custom Agent can use Zendesk tools through Composio to find related tickets and read the comments on a known ticket.
Find the previous work
Zendesk search supports criteria such as resource type, status, priority, and assignee. That lets an agent focus on the support history relevant to a customer or issue.
For example, a team working across both systems could use an agent to gather the earlier ticket discussion and prepare an escalation summary. The output can identify what has already been tried and which questions still need an answer.
Keep internal context internal
The ticket-comment tool can return both public replies and internal comments. Define how the workflow uses each: an internal troubleshooting note can inform a teammate’s handoff without becoming customer-facing copy.
Connect Zendesk through the custom agent’s tool settings, authorize the account, and inspect its available actions. Start with a known ticket ID and check which comments the connection can access. Enable the search and reading tools needed for the handoff.
The Zendesk toolkit reference explains search and comment retrieval. Use the native Zendesk integration when you need to forward Gleap tickets into Zendesk. Custom Agents support a more specific context-gathering workflow around the records already there.
