Here's a breakdown of what Unito's Zendesk integration can't do yet — and a few other considerations.
In this article:
Need something this integration doesn't support yet? We can help you work around many of these limitations. Meet with us to find out how.
Unsupported Zendesk fields
- Organization: You won't be able to sync this field.
- Custom Zendesk statuses: These aren't supported.
Other Zendesk limitations
- Description footer: Since Zendesk doesn't have a description footer field, many fields that can only be mapped to this field won't work properly with Zendesk. Some can be mapped in one direction to the first comment in a specific ticket.
- Sync speed for larger workspaces: Due to limitations with Zendesk's API, Unito can only pull up 1,000 Zendesk tickets at a time. This can lead to slower sync speeds when syncing large batches of tickets.s
- Reopening closed tickets: If your Zendesk organization permanently closes tickets after a certain amount of time, Unito can't reopen these tickets. This is a limitation with Zendesk's API.
Other Zendesk considerations
Syncing comments
- Comments from other tools: Note that you won't be able to sync comments from other tools as public comments in Zendesk.
- Edited comments: When you edit comments in Zendesk, these edits won't be synced over to other groups or other tools. That's because Unito only syncs new comments, not any edits to existing comments.
Syncing attachments
- Copied attachments: Unito can sync entire attachments between Zendesk and other tools, meaning you can access attachments without needing to log in to both tools. Attachments can be synced in both directions, to and from Zendesk.
- Public/Private visibility: Because Zendesk attachments are added to comments, Unito will follow sharing restrictions for these comments. If you only sync private comments, Unito will only sync private attachments. If you choose to include public comments in your flow, Unito will sync both private and public attachments.
Syncing descriptions
- Description support: While Zendesk doesn't have a dedicated description field, you can sync the first comment of a Zendesk ticket with Description fields from other tools.
- Editing Zendesk descriptions: Zendesk comments can't be edited, meaning Unito can't update them. When syncing descriptions from other tools to Zendesk, make sure the description is filled out in the paired tool before it's synced to Zendesk.