FunctionItem Automate

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.

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.

1. 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.