This guide will show you how to sync Zendesk tickets with Wrike tasks automatically without writing a single line of code. It’s as simple as setting a few simple triggers in a workflow automation platform such as Unito. From there, you’ll have eyes in Wrike on any new Zendesk tickets that need support from other teams. Triggers can include specific events, assignees, customers, request types, even custom fields you’ve set up yourself. That’s the real value at the end of the day: being able to sync work between tools, including your own unique, specific fields that may vary from project to project or team to team.
Although this guide focuses exclusively on Wrike and Zendesk, you could apply the same steps and principles to any of Unito’s Zendesk integrations for project managers, including Asana, Trello, monday.com, ClickUp, Jira and more.
New to Unito? Here’s an overview of our Zendesk-Wrike integration. But if you’re ready to start syncing tickets and tasks, read on below.
By the end of this walkthrough, you’ll be able to:
- Automatically create Wrike tasks based on specific Zendesk tickets and keep both in a real-time, two-way sync.
- Create Zendesk tickets based on specific Wrike tasks and keep both in a real-time, two-way sync.
- Sync custom fields between Wrike and Zendesk or apply them as automation triggers.
Here’s a quick peek at our demo sync between Wrike and Zendesk:
Why sync Zendesk tickets with Wrike tasks?
Above all? The biggest benefit to automatically syncing Wrike tasks with Zendesk tickets is to save time when your team needs it the most. Let’s face it: if your customers have issues, they need to be resolved as quickly as possible. If a customer success representative needs help from other teams, it takes time to reach out, file a request, explain the situation, etc. Unito cuts through that tedious process by enabling you to assign tasks immediately based on the conditions of your flow (the specific steps implemented, rules, and chosen fields of your personalized integration).
You could tell Unito to assign tasks in Wrike to specific users in specific folders or projects instantly if a Zendesk ticket meets certain conditions you select in your flow. It’s hard to express how much freedom you have to customize and specify what those conditions might be, especially when custom fields come into play. In our demo, we kept things simple – we just created a checkbox as a custom field in Zendesk labelled: “dev support required?” Only tickets with that box checked can then sync to a specific Wrike folder instantly. That’s just one example of how and why Unito’s flexibility and versatility can come in handy.
Before we sync tickets and tasks with Unito:
- (optional) read an overview of our Zendesk + Wrike integration to learn about other use cases and which fields are compatible between these powerful tools.
- If your primary tool is Wrike, you could consider the Wrike Sync add-on to build flows directly from your Wrike account. Here’s how.
- You must log in to Zendesk before connecting it to Unito and use the same browser for both accounts. Otherwise you won’t be able to connect your Zendesk account.
Step 1. Connect Zendesk and Wrike to Unito
Navigate to the Unito App (or continue from Wrike after installing the add-on if you prefer) and select +Create Flow. On the next screen, select Start Here to connect Zendesk and Wrike. Choose the accounts you wish to connect to Unito. Then, specify a single Wrike folder or project, and Zendesk group.
When you’re ready, select Confirm.
Step 2. Choose a flow direction between Zendesk and Wrike
This step tells Unito where to automatically create new work items (tickets or tasks). With a two-way flow, you can set rules to create Zendesk tickets based on Wrike tasks and vice versa.
In our demo, we chose a one-way flow from Zendesk to Wrike so that only new tickets will create new tasks, and not the other way around. Later, we’ll be able to set a two-way flow between the individual fields of our tasks and tickets.
Select Confirm when you’ve chosen a flow direction.
Step 3. Set conditions for how and which Zendesk tickets sync with Wrike tasks
This is where we can set up triggers to determine how, which, and where tickets or tasks will be created. If you wish, you can even include custom fields as triggers for work item creation, as we did below:
Select Add a new trigger to begin setting your rules. There can be some variability here depending on your particular setup in each tool. If you select Add a new action you can also decide where those new Wrike tasks will appear, who they should be assigned to, and more.
Step 4. Choose which field mappings to sync between Zendesk tickets and Wrike tasks
Next, you’ll be asked whether you want to set up your fields from scratch or let Unito do so automatically. If you select auto-map, you can change any mappings you want or add custom fields. If you’d rather DIY and know exactly how you want your fields mapped, start from scratch.
Select + Add mapping, then Select a field in both Zendesk and Wrike to pair two fields together.
Choosing fields allows you to carefully select which details are synced between Zendesk and Wrike. Each field can be synced one-way in either direction or bidirectionally. Here’s what Unito’s auto-mapped set of fields looks like:
The above example shows you a range of fields that can be mapped between Zendesk and Wrike, but those are only the beginning. As we’ve mentioned before, Unito truly shines when it comes to custom fields. Here are a few examples of custom field mappings you could consider, just to give you some inspiration:
Click Confirm to proceed.
Step 5. Save and close
And that’s it! You’ve just completed a flow between Zendesk and Wrike. Congratulations! If you have any questions, don’t hesitate to reach out and let us know.
Now that you’ve set up your integration between Wrike and Zendesk, you can duplicate this workflow to sync ticket or task information for other use cases within your organization.