How to integrate Zendesk with kintone to automatically add a record to kintone when a ticket is created in Zendesk

Step 1: Register Zendesk and kintone as My Apps

Please register Zendesk and kintone as My Apps to connect them to Yoom.
By registering as My Apps in advance, automation settings become easier.

First, register Zendesk as My App.
Click "My Apps" → "New Connection" on the left side of the Yoom screen.
Find Zendesk from the app list or use the search function to search for it.

The following screen will be displayed, so follow the instructions to set it up.

Next, proceed to register kintone as My App.
Search for kintone in the search bar or find it from the list, just like before.
For detailed setup instructions, please check here.

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

Step 2: Copy the Template

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

Read the following screen display and click "OK".

When the following screen is displayed, check the "Title" and "Description".
If you want to make changes, click on the relevant section to modify it.
First, set up Zendesk by clicking "When a ticket is created".

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

The following screen will be displayed, so please check the settings.
*Zendesk is an app available only on some paid plans.
For other plans, the operations and data connections set in the flow bot will result in errors, so please be careful.
A 2-week free trial is available for paid plans.
During the free trial, you can use apps that are subject to restrictions, so please give it a try.

• "Title" → Can be freely changed
• "Account information to link with Zendesk" → Check if it's the account you want to use
• "Trigger Action" → When a new ticket is created

When the following screen is displayed, please configure the settings.

• "Trigger Interval" → Choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, 60 minutes
  *The trigger interval varies depending on the plan, so be careful.
• "Subdomain" → Set as described

Once configured, click "Test" → "Test Successful" → "Save".

Next, set up kintone by clicking "Add Record".
When the following screen is displayed, please check the settings.

• "Title" → Can be freely changed
• "Account information to link with kintone" → Check if it's the account you want to use
• "Execution Action" → Add Record
  

Move to the kintone screen and set the item names for Zendesk ticket information for testing.

Return to the Yoom screen and set up "Database Integration".
Click within the frame and select from the displayed options or set as described.

When the following screen is displayed, set the "Values for the Record to be Added".
The item names set in kintone will be displayed here.
Use the Zendesk output to configure the settings.
The output can be displayed by clicking the arrow within the red frame.
Set other items in the same way.

Once all items are set, it will be displayed as follows.
If there are no mistakes, click "Test" → "Test Successful" → "Save".

Step 4: Turn on the trigger button and verify the integration between Zendesk and kintone

Finally, click "Turn on Trigger" to complete the automation setup.
Check if the flow bot is operating correctly.

Here is the template used this time.

Other Examples of Automation Using Zendesk and kintone

There are many other examples of automation using Zendesk and kintone at Yoom, so here are a few introductions.

1. A flow where a ticket is automatically created in Zendesk when a record is registered in kintone.
In this case, it was a flow to register Zendesk ticket information in kintone, but conversely, it is possible to create inquiry information registered in kintone as a ticket in Zendesk.
This is recommended for those who regularly record inquiry information in kintone or find transcription work cumbersome.

2. This is a flow that automatically adds a comment to a Zendesk ticket when a kintone record is updated.
You can use kintone to add comments to ongoing tickets in Zendesk.
This automation is recommended if you are using kintone and Zendesk across different departments.

3. This is a flow where a ticket created in Zendesk is automatically added to a kintone record and notified in Talknote.
This flow combines the template introduced this time with notifications to Talknote, making it convenient for sharing within the team.
It will help prevent manual registration and notification omissions, allowing work to proceed accurately.

Benefits and Examples of Integrating Zendesk and kintone

Benefit 1: Easier Sharing of Inquiries

By synchronizing Zendesk ticket information with kintone, it becomes easier to share inquiries across departments.
For example, when a customer inquiry about a product is registered in Zendesk, it is automatically synchronized with kintone, making it easier to grasp inquiry information.
This strengthens internal collaboration and allows the person in charge who is knowledgeable about the product to respond quickly.
Additionally, it reduces the waiting time for customers and is expected to improve the quality of responses.

Benefit 2: Reducing the Burden of Ticket Management

By utilizing automation that reflects ticket information registered in Zendesk to kintone, you may be able to reduce the burden of ticket management.
For instance, when manually transcribing ticket information to kintone as done traditionally, there is a risk of incorrectly registering details such as ticket details and assignee IDs.
However, by utilizing automation to synchronize ticket information with kintone, you can prevent human errors and register accurate information in kintone.
This eliminates the need to manually transcribe ticket information and helps prevent mistakes.

Benefit 3: Visualizing Progress

The integration of Zendesk and kintone allows you to visualize the progress of ticket information.
For example, even if there are multiple customer inquiries during an event period, you can register the response status, making it easy to grasp the progress at a glance.
This allows team leaders to give instructions to members according to the situation.
Furthermore, it prevents work stagnation and enables appropriate customer responses.
Additionally, since you can check Zendesk ticket information just by looking at kintone, it is expected to reduce the need to switch between systems.

Summary

The integration of Zendesk and kintone enables automatic transcription of ticket information, making it easier to share across departments.
Since customer inquiry information is registered in kintone in real-time, all relevant parties can grasp the necessary information.
This allows team leaders to smoothly allocate customer responses according to the situation, preventing delays in responses.
Moreover, the elimination of manual ticket information registration is expected to help reduce the burden of ticket management and prevent human errors.

Yoom's automation can be used easily by anyone without any complicated code input.
Let's utilize this template to streamline ticket management.