Zendesk + GitLab Integration

Learn the best use cases for a Zendesk-GitLab integration, what fields are synced between the two tools, and your customization options.

With Unito, you can seamlessly collaborate with your IT and development teams who live in GitLab without them ever having to use Zendesk! Here's how these two tools come together with Unito.

Here's a demo of our integration between Zendesk and Jira. The steps are virtually identical to Unito's integration between GitLab and Zendesk.


What is synced?

Note: after the initial sync, the Zendesk ticket description cannot be updated due to its read-only first comment nature. Any changes on the synced task description or fields of the description footer cannot be reflected in Zendesk.

A field you'd like to sync is not listed? Contact us, we may already support it through a manual configuration.

What is not synced?

Customization options

Here are all the available options for Zendesk and GitLab:

Sync Zendesk public comments

By default, only internal notes will sync but you do have the option to sync Zendesk public replies also.

Filter by tag or label

Unito will sync all tickets and issues by default, but you can customize your workflow by syncing just some of them with rules.

Filter by ticket type

You can filter which type of tickets you want to synced to GitLab from Zendesk by setting rules based on issue type.

One-way flow with two-way updates

You can choose to sync only from Zendesk to GitLab or GitLab to Zendesk by changing flow direction.

Map your GitLab and Zendesk users

You can now sync GitLab users to Zendesk agents and admins (collaborators) by linking assignees.

Default type for new GitLab issues

Unito lets you choose which issue type should be created in GitLab each time a new ticket is synced from Zendesk.

Sync tickets/issues already closed

Unito will automatically sync open tickets or issues. But here is how to also sync closed tickets and issues prior to the sync creation.

Prefix Zendesk ticket title with GitLab issue number

Unito doesn't sync the ticket number from Zendesk to GitLab by default but you can enable numbers syncing to task titles in your sync settings under the more options tab.

Sync Zendesk public comments

By default, only internal notes will sync but you do have the option to sync the public replies also. Here's how to sync Zendesk public replies.