FunctionItem Automate

Automate ticket management in Zendesk every 5 minutes by integrating with Pipedrive to update assignees based on requester information. This workflow retrieves newly created tickets, fetches requester details, and assigns them to the appropriate Pipedrive contact owner, ensuring timely responses and improved customer service.

7/8/2025
17 nodes
Complex
schedulecomplexfunctionitemzendeskpipedriveautomationadvancedcodecustomapiintegrationlogicconditional
Categories:
Communication & MessagingSchedule TriggeredComplex WorkflowBusiness Process AutomationCRM & Sales
Integrations:
FunctionItemZendeskPipedrive

Target Audience

This workflow is designed for:
- Customer Support Teams: To automate the process of ticket management by integrating Zendesk and Pipedrive.
- Sales Representatives: To ensure timely follow-ups on customer inquiries and manage leads effectively.
- Workflow Automation Specialists: To implement complex automation solutions that enhance operational efficiency.
- Business Analysts: To analyze customer interactions and improve service delivery through data integration.

Problem Solved

This workflow addresses the following issues:
- Manual Ticket Management: Reduces the time spent on manually checking for new tickets and updating them with relevant requester information.
- Inefficient Lead Tracking: Ensures that customer requests are linked to Pipedrive contacts, making it easier to track and manage leads.
- Lack of Real-Time Updates: Automates the updating of ticket assignees based on the latest requester information, ensuring that the right team members are notified promptly.
- Data Discrepancies: Integrates data from Zendesk and Pipedrive to maintain accurate and up-to-date customer information.

Workflow Steps

  • Trigger: The workflow is scheduled to run every 5 minutes.
    2. Get Last Execution Timestamp: Captures the timestamp of the last execution to determine new tickets created since then.
    3. Fetch New Tickets: Retrieves all tickets created after the last execution timestamp from Zendesk.
    4. Requester Information: For each ticket, it fetches detailed requester information from Zendesk.
    5. Filter Requester Data: Keeps only essential requester information (ID and email).
    6. Search in Pipedrive: Searches for the requester in Pipedrive using their email to find associated contacts.
    7. Get Owner Information: Retrieves the owner information of the Pipedrive contact for further actions.
    8. Agent and Admin Data: Fetches agent and admin details from Zendesk to ensure proper assignment.
    9. Data Merging: Merges relevant data from Pipedrive contacts and agents to the ticket information.
    10. Conditional Check: Checks if the Pipedrive contact exists to determine the next steps.
    11. Update Ticket Assignee: If the contact exists, updates the ticket assignee to the Pipedrive contact owner.
    12. Add Note for Missing Contact: If no contact is found, adds an internal note to the ticket indicating that the requester was not found in Pipedrive.
    13. Update Last Execution Timestamp: Finally, updates the last execution timestamp to prepare for the next run.

    • Customization Guide

    Users can customize this workflow by:
    - Adjusting Trigger Frequency: Modify the cron node to change how often the workflow runs (e.g., every 10 minutes, hourly, etc.).
    - Changing Data Fields: Update the fields in the 'Keep only needed requester information' and 'Keep only email and Id' nodes to include additional requester properties as needed.
    - Modifying Conditions: Alter the conditions in the 'Contact exists in Pipedrive' node to define different criteria for ticket assignment.
    - Adding New Integrations: Integrate additional platforms by adding new nodes and connecting them to existing data flows (e.g., CRM systems, email notifications).
    - Customizing Notes and Messages: Change the internal notes added to tickets to reflect specific business needs or customer communication strategies.