Zendesk Automate

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

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

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.