Learn the best use cases for a Zendesk-Wrike integration, what fields are synced between the two tools, and your customization options.
Zendesk and Wrike, when used in combination, allow for various live visualizations of your team's work. A great chance to make everyone you work with organized and happy!
Here's a demo of our integration between Zendesk and Jira. The steps are virtually identical to Unito's integration between Wrike and Zendesk:
Which fields does Unito sync between Zendesk tickets and Wrike tasks?
| Zendesk | Wrike | |
| Title | ←→ | Title |
| Description | ←→ | Description |
| Internal Notes | ←→ | Comments |
| Priority | ←→ | Importance |
| Status | ←→ | Status |
| Assignee | ←→ | Assignee |
| Tags | ←→ | Tags |
| Task Due Date | ←→ | Due Date |
| Description Footer | ← | Attachments |
| Link to Ticket | → | Description Footer |
| Description Footer | ← | Link to Task |
| Ticket Type | → | Description Footer |
| Submitter | → | Description Footer |
| Ticket Number | → | Description Footer |
| Group Name | → | Description Footer |
| Description Footer | ← | Author |
| Description Footer | ← | Custom Field |
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.
What is not synced?
Customization options
Here are all the available options for Zendesk and Wrike:
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 assignee
Unito will sync all tickets and tasks by default, but you can customize your workflow by syncing just some of them with rules.
Filter by ticket type or custom item type
You can filter which type of tickets you want to be synced to Wrike by setting rules based on issue type.
One-way flow with two-way updates
You can choose to sync only from Zendesk to Wrike or Wrike to Zendesk by changing flow direction.
Map your Wrike and Zendesk users
NEW: You can now sync Wrike task authors to Zendesk agents and admins (collaborators) by linking assignees.
Map Zendesk fields to Wrike custom fields
Map fields like ticket type to a custom field in Wrike. Here’s how.
Sync tickets/tasks already closed
Unito will automatically sync open tickets or tasks. But here is how to also sync closed tickets and tasks prior to the sync creation.
Prefix task title with Zendesk ticket number
Unito doesn't sync the ticket number to Wrike by default but you can enable numbers syncing to task titles in your sync settings under the more options tab.