When an updated deal is detected in Bitrix24, add a comment to a ticket in Zendesk

■Overview

Do you find it time-consuming to manually add comments to related Zendesk tickets whenever deal information managed in Bitrix24 is updated? This workflow automates the integration between Bitrix24 and Zendesk, automatically adding deal updates as comments to Zendesk tickets. This integration helps prevent missed updates and delays caused by manual work, enabling smooth information sharing.

■Who should use this template

• Support teams that check Bitrix24 deal progress in Zendesk tickets
• Anyone who manually shares information between Bitrix24 and Zendesk and wants to eliminate inefficiencies
• Managers who want to automate the integration between both tools and improve the accuracy and speed of customer support

■Benefits of using this template

• Automatically add comments to Zendesk whenever a deal is updated in Bitrix24, reducing the time required to share information manually.
• Because the system handles the integration automatically, it helps prevent human errors such as transcription mistakes and missed updates.

■Workflow steps

1. First, connect Bitrix24 and Zendesk with Yoom.
2. Next, select Bitrix24 as the trigger and set the action to “When deal information is updated.”
3. Set the AI feature’s “Extract text” action as an operation, and extract the information you want to add to Zendesk from the updated deal information.
4. Finally, set Zendesk’s “Add a comment to an existing ticket” action as an operation, and add a comment based on the information extracted in the previous step.

※ “Trigger”: An action that starts the workflow. “Operation”: An action that runs within the workflow after the trigger starts.

■Customization options

• For the AI feature’s “Extract text” action, specify which fields to extract from the Bitrix24 update, such as the deal status or assignee name.
• For Zendesk’s “Add a comment to an existing ticket” action, specify the ticket to which the comment should be added and the content of the comment. You can use values extracted in the previous step.

■Notes

• ‍‍Connect both Bitrix24 and Zendesk with Yoom.
• Include the Zendesk ticket ID in the Comment field of the Deal updated in Bitrix24.
• You can choose a trigger interval of 5, 10, 15, 30, or 60 minutes.
• Note that the shortest available trigger interval varies by plan.
• Zendesk is available only on the Team and Success plans. On the Free and Mini plans, operations and Data Connect configured for the workflow using Zendesk will result in errors.
• Paid plans, including the Team and Success plans, offer a two-week free trial. During the free trial, you can use apps that are otherwise restricted.