Who is this workflow for? This workflow automates the synchronization between Zendesk and GitHub by creating GitHub issues from new Zendesk tickets and appending subsequent Zendesk comments to the corresponding GitHub issues. Streamline your support and development processes by ensuring seamless communication between these platforms..

What does this workflow do?

Prerequisites

Before setting up the workflow, ensure you have:

  • A Zendesk account with appropriate credentials.
  • A GitHub account with credentials and a repository to host issues.
  • An n8n instance to configure and run the workflow.

Step-by-Step Setup

  • Create the Workflow in n8n
  • Start by accessing your n8n dashboard and creating a new workflow.
  • Configure the Zendesk Webhook
  • Add an On New Zendesk Ticket trigger node.
  • Copy the provided webhook URL from this node.
  • Set Up the Webhook in Zendesk
  • Navigate to Admin Center > Apps and integrations > Webhooks > Actions > Create Webhook in Zendesk.
  • Fill in the required details:
    • Endpoint URL: Paste the webhook URL from n8n.
    • Request Method: Ensure it matches the method specified in the n8n node.
  • Save the webhook configuration.
  • Create a Zendesk Trigger
  • Go to Admin Center > Objects and rules > Business rules > Triggers > Add trigger.
  • Name the trigger, for example, “New Tickets”.
  • Under Conditions, set “Status is New”.
  • Under Actions, choose “Notify active webhook” and select the webhook you created.
  • In the JSON body, input: json { "id": "{{ticket.id}}", "comment": "{{ticket.latest_comment_html}}" }
  • Save the trigger.
  • Set Up GitHub Integration
  • Add a GitHub node to the workflow.
  • Configure it to create a new issue in your specified repository whenever a new Zendesk ticket is received.
  • Store GitHub Issue Number in Zendesk
  • Add an Update Ticket node in n8n.
  • Create a custom field in Zendesk named “GitHub Issue Number”:
    • Navigate to Admin Center > Objects and rules > Tickets > Fields > Add field in Zendesk.
    • Choose the number field type and name it accordingly.
  • Link this field in the Update Ticket node to store the GitHub issue number after creation.
  • Handle Subsequent Comments
  • Configure the workflow to listen for new comments on existing Zendesk tickets.
  • When a comment is added, retrieve the corresponding GitHub issue number from the ticket’s custom field.
  • Use the GitHub node to append the comment to the relevant GitHub issue.

Integrations

This workflow leverages the following integrations:

  • Zendesk: To monitor and update tickets.
  • GitHub: To create and manage issues.
  • Webhook: To handle real-time data transmission between Zendesk and n8n.
  • n8n Nodes: Including Respond to Webhook, Merge, HTTP Request, and others as needed for data processing.

🤖 Why Use This Automation Workflow?

  • Efficiency: Automatically bridge support and development teams without manual data entry.
  • Consistency: Maintain up-to-date information across Zendesk and GitHub, reducing discrepancies.
  • Collaboration: Enhance visibility of support tickets within your development workflows, fostering better teamwork.

👨‍💻 Who is This Workflow For?

This workflow is ideal for:

  • Customer Support Teams: Seeking to integrate support tickets with development tasks.
  • Development Teams: Wanting to track and manage support-related issues within GitHub.
  • Project Managers: Aiming to consolidate support and development activities for better project oversight.

🎯 Use Cases

  1. Bug Tracking: Automatically create GitHub issues from Zendesk tickets to streamline bug reporting and resolution.
  2. Feature Requests: Transform customer feature requests from Zendesk into actionable GitHub issues for development consideration.
  3. Support Feedback Integration: Consolidate customer feedback from Zendesk into GitHub to inform product improvements.

TL;DR

By implementing this workflow, you ensure that every new Zendesk ticket is promptly transformed into a GitHub issue, with all subsequent comments seamlessly integrated. This automation fosters better alignment between your support and development teams, enhancing overall productivity and responsiveness.

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