How to integrate Gmail with Zendesk to create a ticket in Zendesk when a specific email is received in Gmail

Many people may be using Zendesk for customer support operations. By integrating Gmail with Zendesk, you can make your daily tasks more efficient. In particular, by automatically creating a ticket in Zendesk when a specific email is received in Gmail, you can expect faster customer response. This article explains the specific method and introduces steps to achieve automation without coding.

Recommended for

Those who use Gmail and Zendesk
Those who find it cumbersome to integrate information between Gmail and Zendesk
Customer support department personnel seeking faster and more efficient customer response
Those who want to efficiently manage multiple customer inquiry channels
Company personnel who want to automate email-based manual tasks to improve work efficiency

Benefits and Examples of Integrating Gmail and Zendesk

Benefit 1: Faster Customer Support

By automatically creating a ticket in Zendesk when a specific email is received in Gmail, you can speed up the response to support requests. This automation eliminates the need for employees to manually check emails and register them in the system, reducing the waiting time for responses. For example, if an email regarding an "order issue" is received from a customer, it can be immediately ticketed and assigned to a representative, improving customer satisfaction and problem resolution speed.

Benefit 2: Reduction of Human Errors

Manual ticket creation carries the risk of missing information or input errors. By implementing this automation, the email content is accurately forwarded to Zendesk and a ticket is created, avoiding information omissions or incorrect entries. For example, in inquiries requiring complex technical support, if an email with detailed specifications is received, important information is reliably recorded, leading to smooth responses.

Benefit 3

Step 1: Connect Gmail and Zendesk to My Apps

Let's register Gmail and Outlook to My Apps for this session.

By registering My Apps in advance, future automation settings can be done smoothly.
Click "My Apps" on the left side of the screen, then click "New Connection" on the right side of the screen.

Enter Gmail in the search box and click on the suggested option.

The Yoom and Gmail connection screen will appear, so click "Sign in with Google" in the red frame.

Select the account you want to connect this time and proceed with the connection between Yoom and Gmail.
* Allow all permissions to Gmail during authentication.

‍

‍

Gmail will be displayed in My Apps.

Next, let's register Zendesk to My Apps.

Just like Gmail, click "My Apps" and select "New Connection" on the right side of the screen.

Enter Zendesk in the search box and click on the suggested option.

A screen like the image below will appear, so proceed with the input according to the content.
For more details about the AP token, please check here.

If Outlook and Zendesk are displayed in My Apps, the registration to My Apps is complete.

‍

Step 2: Copy the Template

To set up automation, click "Try it" on the banner below.

Read the screen display below and click "OK".

‍

Step 3: Set the Gmail trigger that initiates the flow and the subsequent Zendesk operation settings

A screen like the image below will be displayed, click on the area within the red frame.

On the screen to select the linked account and action, confirm that the account to be linked this time is correct, and click "Next".

‍

A screen like the image below will be displayed, proceed with the input according to the content.

・Trigger activation interval: You can choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
・Label: Set the keyword for the subject that will trigger the creation of a ticket. (e.g., CHAT)

After completing the input, execute the test, and after confirming the test is successful, click "Save".

Click on the area within the red frame in the image below.
On the screen to select the linked account and action, confirm that the Zendesk account to be linked this time is correct, and click "Next".

‍

The API connection settings screen will be displayed. There is a note at the bottom of the input fields, so confirm while entering.
After completing the input, conduct a test, and after confirming the test is successful, click "Save".

‍

Step 4: Turn on the trigger button and confirm the integration operation between Gmail and Zendesk‍

Finally, click "Turn on Trigger" to complete the automation settings.
Confirm whether the flow bot is activated correctly.

‍

Other Automation Examples Using Gmail and Zendesk

① Add a Ticket Created in Zendesk to Google Sheets

‍This flow adds a ticket created in Zendesk to Google Sheets. By utilizing this flow, you can add ticket information created in Zendesk to the Google Sheets database. This eliminates the need for support staff to manually enter data, allowing them to focus on more important tasks such as customer support.

‍

②Create a ticket in Zendesk when a record is registered in kintone

This is a flow to create a ticket in Zendesk when a record is registered in kintone. By utilizing this flow, you can automatically create a ticket in Zendesk every time a record is added to kintone by linking kintone and Zendesk, which eliminates any gaps or omissions in information management and improves operational efficiency.

③ Send an email with Gmail when a row is updated in Google Sheets

This flow sends an email with Gmail when a row is updated in Google Sheets. By utilizing this flow, you can automatically send an email with Gmail whenever a row is updated in Google Sheets. Sending emails from Gmail makes it easier to understand the updates and allows the team to unify their understanding and proceed with tasks.