How to integrate kintone with Zendesk to create a ticket in Zendesk when a record is registered in kintone

Benefits of Integrating kintone and Zendesk and Examples of Automation

How do you handle inquiries from customers?
Many companies are likely using apps to respond quickly and efficiently.
But aren't you managing customer information with a different app?
This time, we aim to further streamline customer support operations by integrating Zendesk, which specializes in customer support and service, with kintone!

Let's introduce the benefits of actually integrating the two apps!

Benefits of Integrating kintone and Zendesk

Benefit 1: Centralized Data Management
By integrating kintone and Zendesk, you can manage customer information and support data together.
For example, customer information registered in kintone is automatically reflected in Zendesk, allowing the entire support team to share information in real-time.
There's no need to open two apps every time you update information, and it prevents information leaks and duplication that can occur with manual entry.

Benefit 2: Streamlining Support Processes
Integrating kintone and Zendesk streamlines the support process.
For example, ticket information from Zendesk is automatically reflected in kintone, allowing you to accumulate past inquiry details and customer trends.
Since it's automatically reflected, information is updated as needed, and it's accurate, so you won't panic about missing previous information during customer interactions.
You can respond quickly and accurately, which should lead to improved customer satisfaction!

Benefit 3: Automating Report Creation
‍With the integration of kintone and Zendesk data, you can easily create reports that analyze both support and business data together.
For example, if there are many support requests for a specific project, you can identify potential issues in the project's workflow or processes.
The effort required to create reports is significantly reduced, and problem-solving can be done quickly!

How to Create an Integration Flow between kintone and Zendesk

We will use Yoom to perform the integration without coding.

If you don't have a Yoom account, please obtain one from the Yoom Account Issuance Page.
Getting an account is easy! You can start right away!
For basic Yoom operations, please refer to Getting Started with Yoom.

This time, we will create a flow of [Creating a Ticket in Zendesk When a Record is Registered in kintone].
By integrating kintone and Zendesk, you can automatically create a ticket in Zendesk every time a record is added to kintone.
This eliminates the manual input effort you used to do and prevents omissions or leaks in information management.

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Preparation

Once you can log in to your Yoom account, first register the app you will use.
1. Click "Register My App" and select "Create New".
2. Select the app you want to register (this time kintone and Zendesk) and log in with the account you will use.
※ Zendesk is an app that can only be used with the Team Plan and Success Plan.
Please note that if you are on the Free Plan or Mini Plan, the operations and data connections of the flow bot you have set will result in errors.
※ Paid plans such as the Team Plan and Success Plan offer a 2-week free trial.
(You can use restricted apps during the free trial.)

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Once kintone is registered, click "Create New" again to register Zendesk.
Refer to this for kintone app integration.
How to Register kintone My App | Yoom Help Center (intercom.help)
Refer to this for Zendesk app integration.
How to Register Zendesk My App | Yoom Help Center (intercom.help)

3. Once registered, an icon will be displayed in My Apps.
Check if the icons for kintone and Zendesk are displayed.
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[Explained with Images] Proceed with Integration in Yoom!‍

‍0. Please prepare the records to which you will add data in advance. Existing records are also acceptable.
1. Once ready, copy the template. Click the banner below! The template will be copied to My Projects.

2. Click "Edit" in the upper right corner.

The title is filled in to make the flow content easy to understand.
Details can also be changed. Please modify it to make it easier to use.

3. Click "App Trigger: When a Record is Registered".

4. For the trigger action, select "When a Record is Registered (Webhook Activation)" and click "Next".

5. Copy the Webhook URL and configure it in the management screen of the target app.
Send a Webhook event or execute the trigger event, and click "Test".
If the test is successful, click "Save".

6. Return to the flow and click the icon "Integrate with App: Create Ticket".

7. For the action, select "Create Ticket" and click "Next".

8. Enter the required fields.
For "Subdomain", obtain and enter the value from the ●●●● part of the Zendesk URL "https://●●●●.zendesk.com/".
For "Subject" and "Details", you can use the kintone output information that was previously integrated, so select from the options while entering.
Once entered, click "Test", and if the test is successful, click "Save".

This completes the flow of [Create a Ticket in Zendesk When a Record is Registered in kintone].

9. Finally, switch the trigger to "ON" to activate it.

Advanced Integration Flow between kintone and Zendesk

In addition to the flows introduced so far, by using Yoom, you can create various flows tailored to your business needs!
‍For example, you can create a flow like 【Add a comment to a Zendesk ticket when a kintone record is updated】.
Since you can add comments in real-time from kintone to ongoing Zendesk tickets, information sharing can be done efficiently.
Even if kintone and Zendesk are used across different departments, you can proceed with business processes smoothly.

Additionally, you can create a flow that integrates ChatGPT with kintone to [categorize form responses using ChatGPT and add them to kintone records].
In this integration, when a form response is submitted, ChatGPT automatically categorizes it and registers it in kintone records, reducing manual work and streamlining operations.

Furthermore, you can also create a flow called [Create a ticket in HubSpot when a ticket is created in Zendesk].
This allows you to share customer issues and inquiries that occur in Zendesk with HubSpot, which can be used for sales activities or to understand customer needs from inquiry content and apply them to marketing activities.
You won't have to switch between the two apps, so you should be able to proceed with your work efficiently.
It also prevents errors from manual input.

By using Yoom for integration, you can review your operations with various app combinations that suit you!
Refer to the templates and try to improve the efficiency of various tasks!

Summary

By integrating kintone and Zendesk, we found that support operations and data management can be seamlessly unified, significantly improving operational efficiency!
Automated workflows enable real-time sharing of critical information needed for customer support and quick response.
We encourage everyone to integrate kintone and Zendesk and challenge themselves to run more efficient operations!
I also want to continue exploring efficiency improvements in various operations by combining different apps while using Yoom!‍