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Zendesk

An Overview of Unito’s Zendesk Integration

Looking to add Zendesk to your workflow with Unito? Here's what you can expect from our integration.

This article will provide you with a breakdown of mappable Zendesk fields, information about custom fields, steps for authorization, and necessary permissions for syncing Zendesk tickets with Unito. If you're looking for a step-by-step guide to setting up your first Zendesk flow with Unito, here's a walkthrough for connecting Zendesk and Wrike or you can follow our generic guide here.

Which Zendesk fields can sync with Unito?

The table below lists out all the ticket fields you can sync with our Zendesk integration, as well as which fields can be used to filter your tickets with rules.

If you're ready to build a flow, you can follow this guide to sync Zendesk with Jira. The same steps and principles apply to most Unito integrations.

Quick definitions:

- One-Way: Changes to the Zendesk ticket field will appear in the other synced field but not vice versa.
- Two-Way: Changes to either synced field will appear in the other.
- Rules: This ticket field can be used as a trigger in your rules to filter work items from syncing with Unito.

Zendesk Ticket Fields	One-way	Two-way	Rules
Assignee	✔	✔	✔
Attachment	✔
CC (copied user)	✔		✔
Checkbox (custom field)*	✔	✔
Comment	✔	✔
Created at	✔		✔
Credit card number (custom field)*	✔	✔
Date (custom field)*	✔	✔
Decimal (custom field)*	✔	✔
Description	✔
Dropdown (custom field)*	✔	✔
Due date	✔	✔
Group	✔
Link to ticket	✔	✔
Multi-line (custom field)*	✔	✔
Multi-select (custom field)*	✔	✔
Numeric (custom field)*	✔	✔
Priority	✔	✔	✔
Regex (custom field)*	✔	✔
Requester	✔	✔
Status	✔	✔
Subject	✔	✔
Submitter	✔	✔
Tag	✔	✔	✔
Text (custom field)*	✔	✔
Ticket number	✔
Ticket type	✔		✔
Updated at	✔

Custom fields are only available with certain plans. Visit Unito's pricing page for more information.

What counts as an item in sync?

For Zendesk, Unito counts every synced ticket as an item in sync.

Custom fields and other options for Zendesk users

Our Zendesk integration supports a number of custom fields and other customization options.

Custom fields

This integration supports the following custom fields: Date, Text, Dropdown, and Checkbox.

Note: Custom fields can't be used in rules.

Ticket type

When a Zendesk ticket is created to match a task in another tool, you can determine which ticket type will be created by default.

Ticket numbers as prefixes

You can have Zendesk ticket numbers automatically added as a prefix to the title of a work item in another tool.

Public comments

You can sync public comments from Zendesk to other tools.

Limitations of Unito's Zendesk integration

We're constantly looking to improve our Zendesk integration to support the tool's growing list of features, fields, and use cases. Here are fields this integration doesn't currently support:

Attachment streaming: This isn't currently supported.
Support views: Not supported when choosing your block of work.
Comments from other tools: Note that you won't be able to sync comments from other tools as public comments in Zendesk.

For a full list of limitations, consult this article.

Zendesk authorization for Unito

Zendesk has recently changed the way their accounts connect to third-party tools. In order to ensure that your experience isn’t disrupted, you’ll need to reauthorize the accounts you’ve already connected with Unito.

Make sure you’re logged into the Zendesk account you want to reauthorize or log out of Zendesk entirely.
Visit the integrations page in Unito's web app.
Click Connect account for Zendesk and follow the steps you normally would when adding a new account
Follow the on-screen instructions and your account will be reauthorized, so you can continue building flows with Zendesk.

Necessary permissions

Confirm that your Zendesk account has admin privileges. We need this in order to search for certain endpoints and create webhooks.

OAuth Scopes

Mentions	Unito does not support user mentions in titles, descriptions or comments in Zendesk at this time.
Trello checklists	Subtasks are not currently a feature in Zendesk
Rich text	For now, only basic text formatting is supported. Ex.: bold, italic, titles

Watch a demo of Unito's Zendesk integration in action:

Got feedback? Submit a Unito feature request to let us know what you'd like to see in the next update to our Zendesk integration.