How to integrate Wrike and Zendesk to automatically update Zendesk tickets when the task status in Wrike changes

Speed is crucial when responding to inquiries. Making customers wait for a response can exacerbate their concerns. However, it inevitably takes time because we cannot provide a hasty reply without confirming with the person in charge.
As a customer service representative, you want to respond as quickly as possible, but sometimes the responsible department doesn't reply promptly. This is not efficient, is it?
To solve such issues, we have integrated an application that allows you to change the Zendesk ticket status when a Wrike task is completed!

Benefits of Integrating Wrike and Zendesk

Benefit 1: Reducing Workload

By managing the inquiry content in Zendesk and the corresponding tasks separately in Wrike, the entire team can easily grasp the situation. However, receiving reports on the completion of Wrike tasks and changing the Zendesk ticket status each time can feel cumbersome.
Especially if only customer support uses Zendesk, the workload might increase.
This integration can be considered effective in alleviating such burdens.

Benefit 2: Speeding Up Communication

Due to temporary company troubles, the same inquiries may occur frequently. In this case, customer support using Zendesk to manage inquiries will have to repeatedly check whether the issue has been resolved.
However, with this app integration, the Zendesk ticket status is automatically updated, making it easy to understand that the issue has been resolved.
This will enable smoother responses to customers.

[About Yoom]

Next, we will introduce how to create a "Flowbot" that updates the Zendesk ticket status when a task is completed in Wrike using Yoom, which allows app integration without programming.
After registering with Yoom, please try creating it!

The above Flowbot template can be copied from below. ‍

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<span class="mark-yellow">【Please Check】</span>

・Branching is a feature available with the Mini Plan or higher (operation).

・Zendesk is an app available only with the Team Plan and Success Plan. For Free Plan and Mini Plan, the operations and data connections set in the Flowbot will result in errors, so please be careful.

・Paid plans such as Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use apps that are subject to restrictions.

1. Hover over the banner and press "View Details"
2. Press "Try this template" on the page you moved to
3. Register for Yoom

*If you have already completed registration, the login screen will be displayed, so please log in.

How to Create a Wrike and Zendesk Integration Flow

Step 1: My App Integration

Once you have completed the registration for Yoom, the Flowbot template will be copied to "My Projects".
If the display appears as shown in the image, please select "My Apps" from the menu on the left.

Click the new connection button in the upper right corner and integrate Yoom with each app.

Wrike and Yoom Integration

1. Log in
‍Log in to Wrike from another tab.
By logging in, the My App integration will be completed quickly.

2. Search
‍Return to Yoom, enter "Wrike" in the search box, and click the Wrike icon.

3. Authorization

You will be asked for authorization by Wrike, so please click the authorize button.

If the above display appears, the integration is complete.

Zendesk and Yoom Integration

1. Search
‍Enter "Zendesk" in the search box and click the Zendesk icon.

2. Enter Required Fields

Enter the required fields using Base64 encoding.
Log in to Zendesk with administrator privileges.

For more details, please check How to Register My Apps in Zendesk.
Also, please check About Base64 Encoding.

3. Add
‍Once you have entered the required fields, click Add in the lower right corner.

If the above display appears, the integration is complete.

This completes the My App integration for Wrike and Zendesk.
Next, we will create a Flowbot using the template copied to My Projects.
If it has not been copied yet, please copy the Flowbot template from below.

1. Hover over the banner and click "View Details"
2. Click "Try This Template" on the redirected page
3. Register for Yoom
* If you have already registered, the login screen will be displayed, so please log in.

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Step 2: Set Up Wrike Trigger

1. Open My Projects

Open "My Projects" from the menu on the left side of the screen.

2. Open the Copied Template
‍Click on "Update Zendesk Ticket Status When Task is Completed in Wrike".‍

3. Select App Trigger
‍Select "When a Task is Created or Updated" from the Wrike icon.
Press Next.‍

4. Set Trigger Activation Interval

Set the activation interval from the dropdown. You can choose trigger activation intervals of 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
Please note that the shortest activation interval varies depending on the plan.

5. Complete the Task
‍Open Wrike in another tab and create a test task.
Then, complete the task.

6. Run the Test
‍Return to Yoom and press the test button.
If "Test Successful" is displayed, the trigger setup is complete. Save it.

Step 3: Retrieve Information from Wrike

1. Select Action
‍Click on "Retrieve Task Information" from the Wrike icon.
The title and other settings are complete, so press Next.‍

2. Run the Test

The task ID is already set. Therefore, press the test button.
If "Test Successful" is displayed, it is complete. Click Save.

Step 4: Set Up Action

1. Select Action
‍Click on "Branch by Status" from the arrow icon.‍

2. Confirm Branch Target

Since you are creating a flow bot using a template, the settings are complete.
Check if it is in the same state as the image.

3. Branch Conditions

The same applies to branch conditions. Please confirm and click Save.
By setting these, only data of completed tasks in Wrike can be reflected in Zendesk.

Step 5: Set Up Zendesk Action

1. Select Action
‍Click on "Update Ticket Status" from the Zendesk icon.
Press Next.‍

2. Enter Subdomain and Ticket ID

Please enter according to the notes at the bottom of the box.

3. Set Status

Set how to change the status in Zendesk.
This time, to reflect that the task is completed, select Resolved.

4. Run the Test
‍Press the test button.
If "Test Successful" is displayed, it is complete. Click Save.

5. Turn ON the Trigger

Once the flow bot creation is complete, the above display will appear.
The trigger is initially set to OFF, so turn it ON.

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Flow Bot Template Used This Time
Update Zendesk Ticket Status When Task is Completed in Wrike

Other Automation Examples Using Wrike and Zendesk‍

There are many other examples of automation using Wrike and Zendesk in Yoom, so here are a few.

1. Register task information recorded in Wrike to the Garoon calendar
‍This can reduce input work and allow for quick schedule management.

2. Update Zendesk ticket status when a task is completed in Trello
‍Integration with Trello is also possible. Even if different departments or teams use different task management tools, automation can still be implemented.

3. Add to Google Spreadsheet when a ticket is created in Zendesk
‍If you want to make detailed edits to the ticket, how about integrating with Google Spreadsheet?

Summary

The integration of Wrike and Zendesk will improve operational efficiency.
Additionally, being able to respond quickly to inquiries will reduce customer wait times.
With Yoom, automation can be implemented without the need for programming. It also helps reduce the burden on customer support, so please make use of it.