Zendesk Automate

Zendesk Automate streamlines ticket management by automatically creating or updating GitHub issues based on new Zendesk tickets. It ensures timely responses and efficient tracking by linking customer support requests with development tasks, enhancing collaboration and productivity across teams.

7/8/2025
7 nodes
Complex
webhookcomplexzendeskgithublogicconditionalcodecustomintegrationapi
Categories:
Communication & MessagingComplex WorkflowTechnical Infrastructure & DevOpsWebhook Triggered
Integrations:
ZendeskGitHub

Target Audience

Target Audience


- Customer Support Teams: Those using Zendesk for ticket management who want to automate issue tracking in GitHub.
- Developers: Individuals managing GitHub repositories who need seamless integration with customer support tickets.
- Project Managers: Professionals overseeing projects that require tracking customer issues and their resolutions across platforms.
- Automation Enthusiasts: Users looking to improve efficiency by automating workflows between Zendesk and GitHub.

Problem Solved

Problem Solved


This workflow automates the process of linking customer support tickets in Zendesk with issues in GitHub. It addresses the challenge of manually tracking which Zendesk tickets correspond to GitHub issues, thereby improving response times and maintaining better project management. By automating these interactions, teams can ensure that customer feedback is promptly addressed within their development cycles.

Workflow Steps

Workflow Steps


1. Trigger: The workflow is initiated by a webhook when a new ticket is created in Zendesk.
2. Get Ticket: The ticket details are fetched using the ticket ID from the webhook data.
3. Determine GitHub Issue: A function checks if the ticket is already associated with a GitHub issue by looking up the GitHub Issue Number in the custom fields of the ticket.
4. Conditional Logic: An IF node evaluates whether a GitHub issue number is present:
- If yes, it proceeds to create a comment on the existing GitHub issue.
- If no, it creates a new GitHub issue using the ticket's subject.
5. Update Ticket: After creating a new issue, the Zendesk ticket is updated to include the newly created GitHub issue number in the custom field for tracking.

Customization Guide

Customization Guide


- Webhook Configuration: Update the webhook path in the On new Zendesk ticket node to match your specific endpoint.
- Custom Fields: Modify the ISSUE_KEY_FIELD_ID in the Determine function to correspond with your Zendesk configuration for custom fields.
- GitHub Repository: Change the owner and repository parameters in the Create issue and Create comment on existing issue nodes to point to your specific GitHub repository.
- Assignees and Labels: Customize the assignees and labels parameters in the Create issue node to align with your team's workflow in GitHub.
- Comment Body: Adjust the comment body in the Create comment on existing issue node to include relevant information from the Zendesk ticket.