How to Sync Zendesk Tickets with Wrike Tasks Automatically

• Unito home /
• Blog /
• How to Sync Zendesk Tickets with Wrike Tasks Automatically

Published in Use cases on 16/11/2022, last updated 25/09/2023.

This guide will show you how to sync Zendesk tickets with Wrike tasks automatically without writing a single line of code. It’s as simple as setting a few simple triggers in a workflow automation platform such as Unito. From there, you’ll have eyes in Wrike on any new Zendesk tickets that need support from other teams. Triggers can include specific events, assignees, customers, request types, even custom fields you’ve set up yourself. That’s the real value at the end of the day: being able to sync work between tools, including your own unique, specific fields that may vary from project to project or team to team.

New to Unito? Here’s an overview of our Zendesk-Wrike integration. But if you’re ready to start syncing tickets and tasks, read on below.

In this article:

• Connect Zendesk and Wrike to Unito
• Decide where Unito should create new tickets or tasks
• Pick rules for which tickets will sync with tasks
• Tell Unito which ticket and task fields should sync together
• Next steps after setting up your Unito flow

For Zendesk users: Although this guide focuses on Wrike and Zendesk, you can still apply the same steps and principles to any of Unito’s Zendesk integrations for project managers, including Asana, Trello, monday.com, ClickUp, Jira and more.

By the end of this walkthrough, you’ll be able to:

1. Automatically create Wrike tasks based on specific Zendesk tickets and keep both in a real-time, two-way sync.
2. Create Zendesk tickets based on specific Wrike tasks and keep both in a real-time, two-way sync.
3. Sync custom fields between Wrike and Zendesk or apply them as automation triggers.

Here’s a quick peek at our demo sync between Wrike and Zendesk:

Why sync Zendesk tickets with Wrike tasks?

Provide customers with faster, more efficient support

The biggest benefit to automatically syncing Wrike tasks with Zendesk tickets is to save time when your team needs it the most.

Let’s face it: if your customers have issues, they need to be resolved as quickly as possible. If a customer success representative needs help from other teams, it takes time to reach out, file a request, explain the situation, etc.

Dispatch tasks based on tickets automatically based on criteria selected by you

Unito cuts through that tedious process by enabling you to assign tasks immediately based on the conditions of your flow (the specific steps implemented, rules, and chosen fields of your personalized integration).

You could tell Unito to assign tasks in Wrike to specific users in specific folders or projects instantly if a Zendesk ticket meets certain conditions you select in your flow.

It’s hard to express how much freedom you have to customize and specify what those conditions might be, especially when custom fields come into play.

In our demo, we kept things simple – we just created a checkbox as a custom field in Zendesk labelled: “dev support required?” Only tickets with that box checked can then sync to a specific Wrike folder instantly. That’s just one example of how and why Unito’s flexibility and versatility can come in handy.

Step 1.  Connect Zendesk and Wrike to Unito

Navigate to the Unito App (or continue from Wrike after installing the add-on if you prefer) and select +Create Flow. On the next screen, select Start Here to connect Zendesk and Wrike. Choose the accounts you wish to connect to Unito. Then, specify a single Wrike folder or project, and Zendesk group.

When you’re ready, select Confirm.

Step 2. Decide where Unito should create new tickets or tasks

This step tells Unito where to automatically create new work items (tickets or tasks). With a two-way flow, you can set rules to create Zendesk tickets based on Wrike tasks and vice versa.

In our demo, we chose a one-way flow from Zendesk to Wrike so that only new tickets will create new tasks, and not the other way around. Later, we’ll be able to set a two-way flow between the individual fields of our tasks and tickets.

Select Confirm when you’ve chosen a flow direction. 

Learn more about flow directions.

Step 3. Pick rules for which Zendesk tickets will sync with Wrike tasks

This is where we can set up triggers to determine how, which, and where tickets or tasks will be created. If you wish, you can even include custom fields as triggers for work item creation, as we did below:

Select Add a new trigger to begin setting your rules. There can be some variability here depending on your particular setup in each tool. If you select Add a new action you can also decide where those new Wrike tasks will appear, who they should be assigned to, and more.

Find out more about setting rules.

Step 4. Tell Unito which ticket and task fields should sync together

Next, you’ll be asked whether you want to set up your fields from scratch or let Unito do so automatically. If you select auto-map, you can change any mappings you want or add custom fields. If you’d rather DIY and know exactly how you want your fields mapped, start from scratch.

Select + Add mapping, then Select a field in both Zendesk and Wrike to pair two fields together.

Choosing fields allows you to carefully select which details are synced between Zendesk and Wrike. Each field can be synced one-way in either direction or bidirectionally. Here’s what Unito’s auto-mapped set of fields looks like:

The above example shows you a range of fields that can be mapped between Zendesk and Wrike, but those are only the beginning. As we’ve mentioned before, Unito truly shines when it comes to custom fields. Here are a few examples of custom field mappings you could consider, just to give you some inspiration:

Learn more about Field Mappings

Click Confirm to proceed.

Step 5. Save and close

And that’s it! You’ve just completed a flow between Zendesk and Wrike. Congratulations! If you have any questions, don’t hesitate to reach out and let us know. 

Now that you’ve set up your integration between Wrike and Zendesk, you can duplicate this workflow to sync ticket or task information for other use cases within your organization.