Fact: Zendesk is the bread and butter of customer service teams around the world. When it comes to other departments? Not so much. As soon as a ticket requires the involvement of another team within the business, that issue starts a new life outside of Zendesk that can feel hard to control.
Maintain visibility into your tickets, keep things organized, and better collaborate with other teams by integrating Zendesk with the project management tools your coworkers know and love, including:
Build a workflow that allows you to share key information back and forth between the tools in the formats you’re used to. They can be initiated manually when a ticket comes in or created automatically based on certain criteria that you choose.
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Simplify cross-team collaboration for customer service
Imagine you get an email from a top client identifying a bug in your product. You can flag that ticket as urgent, and Unito will automatically sync that ticket with Jira, creating an issue your developers can address. Without delay, the workflow transfers information like ticket status, due dates, custom fields, priorities, and internal notes/comments. And any change to this information in one tool is instantly reflected within the other tool.
As a result, your customer service team will be able to follow the developers’ progress on the bug, so they can keep clients posted and share the good news as soon as the issue is resolved — all of this without ever leaving Zendesk!
How to sync Zendesk with project management tools through Unito
- Step 1: Sign up for a free trial with Unito. Make sure you’ve connected Zendesk and your other core work tools, like Trello, Asana, monday.com, or Jira.
- Step 2: Once your account is set up, start building your workflow. Drop in the blocks of work from Zendesk and the other tool you want to connect.
- Step 3: Build your flow between those blocks. This includes setting rules to restrict what information travels between tools, and mapping fields to your specific needs.
Tip: Set your flow to only apply to new items. Then play around and build fake tickets until you’re sure the workflow is working how you want it to. Then roll it out to all active tickets.
Find more information on setting up a Zendesk workflow (or any workflow with Unito) in our knowledge base.
Zendesk is included in our current Unito plans at no extra cost.