Zendesk Automate

Zendesk Automate streamlines ticket management by automatically creating tasks in Asana when new tickets are received. It enhances collaboration by adding comments to existing tasks and updating ticket fields with relevant information, ensuring efficient tracking and resolution of customer issues. This integration saves time and reduces manual effort, improving overall productivity.

7/8/2025
7 nodes
Complex
webhookcomplexzendeskasanalogicconditionalcodecustomintegrationapi
Categories:
Communication & MessagingComplex WorkflowWebhook TriggeredProject Management
Integrations:
ZendeskAsana

Target Audience

This workflow is designed for:
- Customer Support Teams: To automate ticket management and task creation, improving response times and efficiency.
- Project Managers: To ensure tasks are created in Asana based on incoming Zendesk tickets, allowing for better project tracking.
- Developers/Integrators: Who need to connect Zendesk and Asana to streamline workflows and reduce manual data entry.
- Businesses with High Ticket Volumes: That require a reliable system to manage customer queries and tasks effectively without overwhelming their teams.

Problem Solved

This workflow addresses the need for seamless integration between Zendesk and Asana by automating the process of:
- Creating Tasks in Asana from new Zendesk tickets, ensuring that every customer query is tracked as a task.
- Updating Zendesk Tickets with relevant information from Asana, such as the associated task ID, which keeps customer support agents informed.
- Adding Comments to existing Asana tasks based on updates in Zendesk, enhancing communication and collaboration between teams.

Workflow Steps

  • Webhook Trigger: The workflow starts when a new ticket is created in Zendesk, captured via a webhook.
    2. Get Ticket Details: It retrieves the ticket details using the ticket ID from the webhook data.
    3. Determine Existing Asana Task: A function checks if there is already an Asana task linked to the Zendesk ticket by looking for a specific custom field.
    4. Conditional Logic: If an Asana task exists, it proceeds to add a comment to that task. If not, it creates a new task in Asana.
    5. Create Task in Asana: If no existing task is found, a new task is created in Asana with the ticket's subject and relevant properties.
    6. Update Zendesk Ticket: After creating the task, the workflow updates the original Zendesk ticket with the Asana task ID for future reference.
    7. Create Comment on Existing Task: If an existing task is found, a comment is added to that task with the content of the Zendesk ticket's comment, ensuring all communication is centralized.

    • Customization Guide

    To customize this workflow, users can:
    - Update API Credentials: Replace the placeholder credentials for Zendesk and Asana with your actual API keys to establish a connection.
    - Modify Task Properties: Change the task name or other properties in the Create Task node to fit your project management needs.
    - Adjust Custom Fields: Update the ISSUE_KEY_FIELD_ID in the Determine function to match the specific custom field ID in your Zendesk setup.
    - Change Workflow Logic: Alter the conditions in the IF node to suit different criteria or outcomes based on your business requirements.
    - Add Additional Nodes: Integrate more nodes for further automation, such as sending notifications or logging activities in other applications.