Automate Support Ticket to Task Management
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Streamline your support operations by automatically converting new Zendesk tickets into actionable Asana tasks. This integration ensures no customer request falls through the cracks and allows for efficient task assignment and tracking.
About This Workflow
This n8n workflow automates the critical process of handling incoming support requests. When a new ticket is created in Zendesk, this workflow springs into action. It first fetches the full ticket details to gather all necessary information. Then, it intelligently checks if a corresponding task already exists in Asana. If a task doesn't exist, it creates a new one in Asana, assigning it to a designated user and populating it with the ticket's subject. If the ticket has already been processed, it adds a comment to the existing Asana task with the latest customer message. Crucially, it updates the Zendesk ticket itself with the Asana task's unique identifier, creating a clear link between the support request and its managed task, enhancing visibility and accountability across your teams.
Key Features
- Automatic Ticket to Task Creation: Instantly transform new Zendesk tickets into organized Asana tasks.
- Intelligent Task Duplication Check: Avoid duplicate tasks by checking if an Asana task already exists for a ticket.
- Seamless Commenting: Add new customer messages as comments to existing Asana tasks for comprehensive context.
- Cross-Platform Linking: Update Zendesk tickets with the Asana task GID for easy traceability.
- Customizable Field Mapping: Configure specific Zendesk fields to be used for task creation and updates.
How To Use
- Set up Webhook: Configure the 'On new Zendesk ticket' node with your Zendesk webhook details.
- Fetch Ticket Details: Connect the 'Get ticket' node to retrieve full information from Zendesk based on the incoming webhook.
- Determine Existing Task: Use the 'Determine' function node to check if a corresponding Asana task already exists based on a custom field in Zendesk (e.g., 'Asana GID').
- Conditional Logic: Connect the 'IF' node to branch the workflow. If an Asana task exists, proceed to comment; otherwise, create a new task.
- Create Asana Task: If no task exists, configure the 'Create task' node with your Asana workspace and assignee details, mapping the Zendesk ticket subject.
- Update Zendesk Ticket: After creating a task, use the 'Update ticket' node to add the Asana task's GID to a designated custom field in Zendesk for linking.
- Add Comment to Asana Task: If a task already exists, use the 'Create comment on existing task' node to add the latest Zendesk comment to the existing Asana task.
Apps Used
Workflow JSON
{
"id": "88fda9a0-08ca-4b60-9642-03650a97b68d",
"name": "Automate Support Ticket to Task Management",
"nodes": 9,
"category": "Operations",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: 88fda9a0-08ca...
About the Author
DevOps_Master_X
Infrastructure Expert
Specializing in CI/CD pipelines, Docker, and Kubernetes automations.
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