Ticket Exists

For Zendesk, this automated workflow checks for existing tickets every 5 minutes, updates them if they exist, and creates new tickets as needed. It integrates user data from HubSpot, ensuring accurate ticket management and improved customer support efficiency.

7/8/2025
13 nodes
Complex
schedulecomplexzendeskhubspotfunctionitemautomationadvancedlogicconditionalcodecustom
Categories:
Communication & MessagingSchedule TriggeredComplex WorkflowBusiness Process AutomationCRM & Sales
Integrations:
ZendeskHubspotFunctionItem

Target Audience

This workflow is ideal for:
- Customer Support Teams: Those using Zendesk to manage customer tickets and needing to integrate with HubSpot for contact management.
- Marketing Teams: Users who want to automate ticket updates in HubSpot based on Zendesk ticket activity.
- Automation Enthusiasts: Individuals interested in automating repetitive tasks and improving efficiency in customer support processes.
- Data Managers: Professionals looking to streamline user data synchronization between Zendesk and HubSpot.

Problem Solved

This workflow addresses the challenge of managing customer support tickets across multiple platforms. It ensures that:
- Ticket Information is Up-to-Date: Automatically updates existing tickets in HubSpot based on changes in Zendesk.
- User Data is Accurate: Syncs user data between Zendesk and HubSpot, ensuring that contact information is always current.
- Efficiency is Improved: Reduces manual data entry and the potential for errors by automating the integration processes.

Workflow Steps

  • Scheduled Trigger: The workflow runs every 5 minutes, checking for updates in Zendesk tickets.
    2. Fetch Last Execution Timestamp: Retrieves the last execution timestamp to determine which tickets have been updated since.
    3. Get Updated Tickets: Queries Zendesk for tickets that have been updated after the last execution.
    4. Check Ticket Existence: Determines if the ticket exists in the system based on the external ID.
    5. User Data Retrieval: If the ticket exists, it fetches user data for the ticket requester from Zendesk.
    6. Data Filtering: Retains only the necessary user data to be used later in the workflow.
    7. Merge User Data: Combines the ticket data with the user data to create a comprehensive view of the request.
    8. Update Existing Ticket in HubSpot: If the ticket exists in HubSpot, it updates the ticket name and description with the latest information.
    9. Create or Update Contact: If the requester does not exist in HubSpot, it creates a new contact; if they do, it updates their information.
    10. Update External ID in Zendesk: Ensures that the external ID in Zendesk is updated to match the contact in HubSpot.
    11. Set New Execution Timestamp: Updates the execution timestamp for the next workflow run.

    • Customization Guide

    Users can customize the workflow by:
    - Adjusting the Schedule: Modify the frequency of the scheduled trigger to meet specific business needs (e.g., every 10 minutes instead of 5).
    - Changing Data Fields: Alter the fields being retrieved or updated in both Zendesk and HubSpot to include additional information relevant to your processes.
    - Adding Conditions: Introduce additional logic in the workflow (e.g., only process tickets from specific departments or with certain priority levels).
    - Integrating Additional Services: Expand the workflow to include other platforms or services that your organization uses, enhancing the automation capabilities.