Overview
The integration between GUIDEcx and Zendesk enables you to create Zendesk Tickets from GUIDEcx and sync comments between both systems bi-directionally, so you and your support team are always on the same page.
When a task note is added in GUIDEcx that includes a trigger phrase configured in recipe builder, a Zendesk ticket will be created and include the contents of the note as a comment. Any comments added in Zendesk will be added to the GUIDEcx task as an internal note, and any new notes added in GUIDEcx with the trigger phrase will be added to the existing ticket. Further, when the status of the Zendesk ticket is changed, the task status in GUIDEcx will also be updated.
Understanding the GUIDEcx/Zendesk Integration
The GUIDEcx/Zendesk integration consists of 3 recipes.
The Create Zendesk Ticket and Sync Comments from GUIDEcx recipe creates the Zendesk Tickets, adds comments and tags them so that the other two recipes trigger correctly.
The Sync Zendesk Ticket Comments to GUIDEcx recipe pushes comments from Zendesk to GUIDEcx as an internal note. If the user who made the comment in Zendesk exists in GUIDEcx, the note will be posted as the user, otherwise it will be posted as the project manager.
The Sync Zendesk Ticket Status to GUIDEcx recipe allows you to map Zendesk ticket statuses to GUIDEcx task statuses, automating task completion in GUIDEcx when the Ticket is resolved.
Setting Up the Zendesk Integration
Follow these steps to set up the Zendesk integration in Recipe Builder:
Ensure that you have a GUIDEcx Connection set up in Recipe Builder.
Install the Recipes.
In the recipes tab, search for the following recipes by name and hit enter to return the search results by recipe instead of application.Create Zendesk Ticket and Sync Comments from GUIDEcx
Sync Zendesk Ticket Comments to GUIDEcx
Sync Zendesk Ticket Status to GUIDEcx
The Zendesk connection requires your subdomain as part of the authentication.
Zendesk Uses OAuth 2.0 to authenticate.
Set up the Recipes.
Refer to the individual articles for instructions on how to set up the recipes: