slug: zendesk provider: Zendesk generated_by: planning/capability-mapping/scripts/classify_capabilities.py model: claude-opus-5 frame: - Telecommunications min_confidence: 0.7 capability_model: source: https://github.com/vincentmakes/turbo-ea-capabilities license: CC-BY-4.0 attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0 notice: NOTICE edge_count: 20 edges: - tag: Tickets spec_file: zendesk-tickets-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.92 evidence: ListTickets, ListTicketProblems, RestoreDeletedTicket, schemas TicketCreate / TicketUpdate / Comment / ListTicketCollaboratorsResponse reason: Core support ticket lifecycle (create, update, comment, collaborators, incidents/problems) for a customer service platform — clearly inbound customer inquiry capture, routing and resolution. - tag: Satisfaction Ratings spec_file: zendesk-satisfaction-ratings-api-openapi.yml capability_id: BC-430.50 capability_id_l1: BC-430 capability_name: Customer Feedback Management confidence: 0.88 evidence: POST /api/v2/tickets/{ticket_id}/satisfaction_rating CreateTicketSatisfactionRating, ListSatisfactionRatings reason: Captures and reports customer satisfaction (CSAT) scores against resolved tickets, which is voice-of-customer/survey feedback collection within customer service. - tag: Requests spec_file: zendesk-requests-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.85 evidence: CreateRequest, ListComments, ShowComment with schema TicketCommentsResponse reason: Requests are end-user-facing support tickets with comment threads; creating, updating, searching and commenting on them is inbound customer inquiry capture and resolution in a customer service platform. - tag: Ticket Comments spec_file: zendesk-ticket-comments-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.8 evidence: GET /api/v2/tickets/{ticket_id}/comments ListTicketComments ... MakeTicketCommentPrivate reason: Reading, privatising and redacting comments on support tickets is core interaction handling on inbound customer contacts in a help-desk platform. - tag: X Channel spec_file: zendesk-x-channel-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.8 evidence: POST /api/v2/channels/twitter/tickets CreateTicketFromTweet; GET /api/v2/channels/twitter/monitored_twitter_handles ListMonitoredTwitterHandles reason: Monitors social handles and converts inbound tweets into support tickets — multi-channel capture and routing of inbound customer contacts. Not media/PR relations, since the output is a support ticket. - tag: Basics spec_file: zendesk-basics-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: CreateTicketOrVoicemailTicket POST /api/v2/channels/voice/tickets; OpenTicketInAgentBrowser /channels/voice/agents/{agent_id}/tickets/{ticket_id}/display reason: Voice-channel operations creating voicemail/call tickets and driving the agent desktop are contact-centre telephony operations within customer service, despite the meaningless 'Basics' tag name. - tag: OAuth Clients spec_file: zendesk-oauth-clients-api-openapi.yml capability_id: BC-4270.40 capability_id_l1: BC-4270 capability_name: Developer Identity & Credential Management confidence: 0.75 evidence: POST /api/v2/oauth/clients CreateOAuthClient; PUT /api/v2/oauth/clients/{oauth_client_id}/generate_secret ClientGenerateSecret reason: Creating, updating and re-secreting OAuth client applications is exactly issuance and stewardship of developer credentials/OAuth clients for API integrators, matching Developer Identity & Credential Management. Some chance a grader would read it as enterprise IAM instead. recovered_from: sweep-20260828T235257Z-edges.json - tag: Omnichannel Routing Queues spec_file: zendesk-omnichannel-routing-queues-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: POST /api/v2/queues CreateQueue; PATCH /api/v2/queues/order ReorderQueues; QueuesResponse reason: Creating and prioritising omnichannel routing queues that distribute incoming work to agents is contact-centre routing and operations management within a customer service platform. recovered_from: sweep-20260828T235257Z-edges.json - tag: Organizations spec_file: zendesk-organizations-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.75 evidence: CreateOrganization, CreateOrganizationMerge, ListOrganizationMerges, OrganizationRelated, schema OrganizationMergeResponse reason: Full lifecycle plus merge/dedup of customer organization records in a support platform equates to customer master data and identity resolution (golden record), rather than legal entity governance. - tag: Satisfaction Reasons spec_file: zendesk-satisfaction-reasons-api-openapi.yml capability_id: BC-430.50 capability_id_l1: BC-430 capability_name: Customer Feedback Management confidence: 0.75 evidence: GET /api/v2/satisfaction_reasons ListSatisfactionRatingReasons ... ShowSatisfactionRatings reason: Operations expose the reason codes attached to customer satisfaction ratings on support tickets — CSAT/voice-of-customer feedback data, i.e. Customer Feedback Management within Customer Service. - tag: Suspended Tickets spec_file: zendesk-suspended-tickets-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.72 evidence: PUT /api/v2/suspended_tickets/{id}/recover RecoverSuspendedTicket reason: Handling of support tickets held in the suspended (spam/unverified) queue including recovery into the normal queue — part of inbound customer inquiry handling. - tag: Conversation Log spec_file: zendesk-conversation-log-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.7 evidence: GET /api/v2/tickets/{ticket_id}/conversation_log ListConversationLogForTicket reason: Retrieves the conversation history of a support ticket — inbound customer contact interaction record, part of customer inquiry handling in a customer service platform. - tag: Custom Roles spec_file: zendesk-custom-roles-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.7 evidence: POST /api/v2/custom_roles CreateCustomRole ... UpdateCustomRoleById reason: Creating and maintaining custom agent roles defines permission sets governing access, which maps to identity and access management (role/permission administration). - tag: Custom Ticket Statuses spec_file: zendesk-custom-ticket-statuses-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.7 evidence: POST /api/v2/custom_statuses CreateCustomStatus ... CreateTicketFormStatusesForCustomStatus reason: Statuses and ticket-form statuses configure the support ticket lifecycle in a customer service platform, so it sits under Customer Service Management; too configuration-oriented to pin a specific sub-capability. recovered_from: sweep-20260828T235257Z-edges.json - tag: Macros spec_file: zendesk-macros-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.7 evidence: GET /api/v2/macros/{macro_id}/apply ShowChangesToTicket; MacroApplyTicketResponse, MacroCategoriesResponse reason: Zendesk macros are pre-defined sets of ticket actions/canned responses that agents apply to tickets, so the surface supports support-ticket handling and resolution. Kept at L1 Customer Service Management because the evidence does not clearly single out inquiry handling versus self-service knowledge content. recovered_from: sweep-20260828T235257Z-edges.json - tag: OAuth Tokens spec_file: zendesk-oauth-tokens-api-openapi.yml capability_id: BC-4270.40 capability_id_l1: BC-4270 capability_name: Developer Identity & Credential Management confidence: 0.7 evidence: POST /api/v2/oauth/tokens CreateOAuthToken; DELETE /api/v2/oauth/tokens/{oauth_token_id} RevokeOAuthToken reason: Issuing, listing and revoking OAuth access tokens used by API integrations is developer credential lifecycle management on the platform's API surface. Slightly lower confidence as it could alternatively be read as generic Identity & Access Management. recovered_from: sweep-20260828T235257Z-edges.json - tag: Organization Memberships spec_file: zendesk-organization-memberships-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.7 evidence: CreateOrganizationMembership ... SetOrganizationMembershipAsDefault ... UnassignOrganization reason: Associates support end-users with customer organizations — maintenance of customer master relationships in a CRM/support context. Mapped to Customer Data Management; some ambiguity as it is a relational join object rather than full golden-record management. recovered_from: sweep-20260828T235257Z-edges.json - tag: Sessions spec_file: zendesk-sessions-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.7 evidence: DeleteAuthenticatedSession ... RenewCurrentSession ... BulkDeleteSessionsByUserId reason: Authenticated user session listing, renewal and revocation — access management plumbing. Mapped to Identity & Access Management at low-moderate confidence since session handling is arguably pure authentication mechanics. recovered_from: sweep-20260828T235257Z-edges.json - tag: Skill Based Routing spec_file: zendesk-skill-based-routing-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.7 evidence: POST /api/v2/routing/agents/{user_id}/instance_values SetAgentAttributeValues ... SkillBasedRoutingTicketFulfilledResponse reason: Defines agent skill attributes and values used to route support tickets to qualified agents — inbound contact routing within Customer Service Management; could arguably sit under contact-centre operations. - tag: User Passwords spec_file: zendesk-user-passwords-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.7 evidence: POST /api/v2/users/{user_id}/password SetUserPassword; PUT ... ChangeOwnPassword; GET .../password/requirements GetUserPasswordRequirements reason: Credential setting, change and password-policy retrieval for platform accounts is identity and access management, not a customer-service business capability. Confidence held below 0.8 because it is a narrow credential utility rather than a full IAM surface.