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      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.

      In this article

      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.

      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 a few limitations you should be aware of:

      • 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.

      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.

      1. Make sure you’re logged into the Zendesk account you want to reauthorize or log out of Zendesk entirely.

      2. Visit the integrations page in Unito's web app.

      3. Click Connect account for Zendesk and follow the steps you normally would when adding a new account

         

      4. Follow the on-screen instructions and your account will be reauthorized, so you can continue building flows with Zendesk.

        Zendesk auth

      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.