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!
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?
A feature you'd really like? Contact us, we prioritize based on user requests.
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 the public replies also. Here's how it works.
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 (complete guide).
Filter by ticket type
You can filter which type of tickets you want to be synced to Wrike (complete guide).
You can choose to sync only from Zendesk to Wrike or Wrike to Zendesk. Here is how it works.
Map your Wrike and Zendesk users
NEW: You can now sync Wrike task authors to Zendesk agents and admins (collaborators). Here is a complete article on how to sync teammates.
Map Zendesk fields to Wrike custom fields
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 that in your sync settings under the more options tab. Here is how to do it.
Create a custom workflow in Wrike
Create statuses that match your Zendesk statuses. Details on how to map a custom workflow here.