What this article covers:
- The benefits of syncing Zendesk tickets to other tools
- How to set up your cross-team Zendesk workflows
- Recommended Unito settings
We've launched an evolution of our product, so some of the terminology and guidance in this article might be a bit out of date, and we're working hard to update it. You can learn more about our new workflow offering here, brush up on the new terminology here, and find out how to build your first workflow here.
The benefits of syncing Zendesk tickets to other tools
More often than not, teams are assembled with cross-functional members who collaborate closely on a daily basis. For example, a Zendesk ticket may need to be escalated to a development team working in Jira or GitHub, or may need input from the marketing team who are working in Asana or Trello. However, putting techies, creatives and business people in the same room doesn’t mean they’ll collaborate efficiently. This leads to a frequent topic for heated debate: which project management tool should we use?
It’s practically impossible to pick a tool that suits everyone’s taste, or more importantly, a tool designed for everyone’s specialized role.
A common scenario is for the business and creative members to choose Asana, Trello or Wrike, while the techies never want to leave their GitHub repositories.
This guide will show you how to best use Unito to channel all tickets within Zendesk directly into other work management tools, while keeping communications open between the Zendesk ticket and the resulting task/card/issue in your other tool.
How to build cross-team Zendesk workflows
Before we begin:
- Make sure you have an account in these tools
- Make sure you have the right permissions to access these projects
- For certain tools (such as Jira) you need to configure them to accept Unito.
For this example, we’re going to be looking at a common use-case where customer facing teams and engineering teams in Jira are collaborating on a ticket.
Step 1. Create a Jira project for your engineering team
Create a project in Jira for your incoming Zendesk tickets. An example workflow shown below has an open status which is used for all incoming or backlogged tickets, an in progress status for engineers to let their team know the issue is being worked on, and lastly a done status.
Step 2. Set up your flow
Navigate to the Unito App, click on "Create flow."
The first step is to select what you want to sync. Here, choose Zendesk and the group you want to sync to Jira. To the right, select Jira and the project you would like to sync to.
Step 3. Set up rules
Next up, we want to be able to control which tickets are being sent to Jira. To do that, head over to the “Filter tasks” tab. We only want to sync tickets that have the “Engineering” tag.
Step 4. Set up your field mappings
Customize which and how fields are synchronized. This is an important step to ensure your statuses are synchronized correctly, so when something changes a ticket to “in progress” for example, this is reflected in your other tool.
Step 5. Save and close!
Now let’s get to work! Every time you add the relevant tag to your Zendesk tickets, it will now create a Jira issue for your engineers to work on. Any time you update a synced ticket or issue, the change will propagate to the corresponding ticket or issue in the other tool. This includes comments, changing the status or re-assigning to someone else. You can instantly see the progress of your team and tickets without ever leaving your tool of choice, and without bugging someone over chat, email or another status meeting.
Recommended Unito settings
Try out these settings to get the most out of your flows:
- Map your Zendesk and Jira users
- Sync labels and tags
- Enable attachment syncing, and share specs, designs, and screenshots with your team.