Zendesk

The Zendesk Integration is available on the Scale Plan. To enable it, upgrade your account directly in the web app.

Zendesk Integration Guide for Wrangle

Zendesk is a popular customer service platform that helps businesses manage support tickets. Wrangle’s Zendesk integration lets you link your Wrangle inboxes with Zendesk groups to create a seamless experience for ticket handling. Here’s everything you need to know to get started.

What you can do with Zendesk and Wrangle

Once connected, Wrangle and Zendesk can sync tickets in both directions. When you link a Wrangle inbox to a Zendesk group, here’s what happens:

• Create: New tickets created in Wrangle will also appear in Zendesk.

• Update: Updates to tickets (e.g., status changes, comments) will sync between Wrangle and Zendesk.

• Delete: If a ticket linked to Zendesk is deleted in Wrangle, it will also be deleted in Zendesk.

This integration is designed for workspace admins to set up and manage. General users will be able to see the linked inboxes, but only workspace admins will be able to edit them. Let’s dive into how to connect Wrangle with Zendesk and start using it.

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How to Connect Wrangle with Zendesk

Only Workspace Admins can connect Zendesk with Wrangle. Here's how to do it:

1. Go to API & Integrations in Wrangle located on the bottom left.

2. Click on Zendesk in the top tab and choose Connect.

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3. You’ll be prompted to enter your Zendesk Subdomain. You can find this in your Zendesk support URL.

   1. For example: if your Zendesk support URL is https://my-company.zendesk.com, then your subdomain is "my-company".

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4. When you click "Log into Zendesk", You will be prompted to authorize Wrangle to connect to Zendesk.

5. After successful authorization, you’ll see a confirmation message, and Zendesk will be listed as a connected service.

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Linking a Wrangle Inbox to a Zendesk Group

Once you’ve connected to Zendesk, you can link a Wrangle inbox to a Zendesk group to sync ticket data.

To link an inbox to a Zendesk group:

• Navigate to API & Integrations > Zendesk and select the Add Inbox button on the button right.

• Select the Wrangle Inbox in the top drop down and pick the appropriate Zendesk group from the list you'd like it be connected to.

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• Click Save and Close to confirm.

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What Happens When You Link an Inbox:

When you link an inbox in Wrangle to a Zendesk group, ticket syncing begins. Here’s what you can expect:

Ticket Creation

• If a new ticket is created in Wrangle, it will automatically appear in the linked Zendesk group.

• The ticket will include all the details from Wrangle’s intake form and follow the group’s default settings in Zendesk.

Your Wrangle tickets will have a tab called Integrations where you can find the corresponding Zendesk ticket link:

Wrangle ticket view

When you click on the Zendesk Ticket link, it will take you to the Zendesk view of the ticket (see below).

Zendesk portal view

Ticket Updates

• Updates are synced bi-directionally. For example:

  • Changing the status (e.g., Open, Pending, Solved) in Wrangle will update it in Zendesk, and vice versa.

  • Comments and replies are also synced between Wrangle and Zendesk and Slack.

• Here are the fields that are synced:

  • Ticket Title

  • Description

  • Status

  • Assignee

  • Public Comments

  • Private Agent Comments

  • Tags

  • Followers (if follower's email exists in Zendesk)

  • Priority

Limitation: Certain fields like custom statuses, form fields, and internal notes are not synced. Refer to the Limitations section for more details.

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Mappings Between Wrangle and Zendesk

Status Mappings

Wrangle statuses are mapped to Zendesk statuses as follows:

Wrangle Status	Zendesk Status
NEW	new
CLOSED	closed
RESOLVED	solved
IN_PROGRESS	open
ON_HOLD	pending

Important: Zendesk does not allow updates to tickets marked as closed. Wrangle will not process changes for closed tickets linked to Zendesk.

Priority Mappings

Wrangle priorities are mapped to Zendesk priorities as follows:

Wrangle Priority	Zendesk Priority
LOW	low
MEDIUM	normal
HIGH	high
CRITICAL	urgent

Tag Formatting

Zendesk does not allow spaces in tags. Any Wrangle tags with spaces will automatically be reformatted for Zendesk compatibility (e.g., high priority becomes high_priority). Newly added tags will also follow this rule.

Automations

Wrangle automations that reopen tickets upon receiving a reply will only work for tickets marked as resolved in Zendesk. Closed tickets cannot be reopened or updated due to Zendesk’s restrictions.

When posting comments on behalf of another user, Zendesk will display:

"This comment was submitted by [Your User] on behalf of [Original User]."

The user who authorized the Zendesk integration in Wrangle (e.g., Rachel Tublitz) will appear in this note.

Ticket Deletion

• If a ticket is deleted in Wrangle, it will also be deleted in Zendesk to maintain data consistency.

Warning: This action cannot be undone. Deleting a ticket in Wrangle will permanently delete it in Zendesk as well.

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Disconnecting Wrangle from Zendesk

You can disconnect the Zendesk integration either at the account level or for a specific inbox.

Disconnecting the Entire Account

1. Go to API & Integrations

2. Click on Zendesk Integration and select Disconnect.

3. Confirm the action. This will remove the Zendesk connection for all inboxes.

Note: Disconnecting at the account level will break all links between Wrangle inboxes and Zendesk groups.

Disconnecting a Specific Inbox

1. Go to API & Integrations

2. Click on Zendesk Integration

3. Click the X on the righthand side of the Inbox you'd like to disconnect from Zendesk.

4. Confirm the action. This will remove the Zendesk connection for this specific inbox.

Tip: If you need to link the inbox to a different Zendesk group, simply unlink it first, then follow the steps in the Linking a Wrangle Inbox section.

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Setting Up Zendesk Groups

Before linking an inbox, ensure your Zendesk groups are properly set up:

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Log in to your Zendesk Admin profile

Go to your admin view in Zendesk. You can do this by going to your Zendesk admin domain.

For example, if your Zendesk domain is "my-company", you can find your admin profile by going to https://my-company.zendesk.com/admin/home

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Observe which groups you have

You can find your Zendesk groups by navigating to People > Teams > Groups on the lefthand side bar.

Once there, you can see which groups you have and create new ones if desired.

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Add agents to the group who need access to tickets

Click on the group you'd like to edit, and then add users in your directory on the right hand sidebar as needed.

Its important to note that the agent's email address must match their email address in their slack profiles.

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Installing the Wrangle App in your Zendesk App Drawer

Wrangle makes it easy to keep your team aligned by seamlessly pushing Zendesk tickets into Slack. With this integration, you can ensure that support teams, internal stakeholders, and cross-functional teams stay updated on important requests—without constantly switching between platforms.

Using the Wrangle App inside of Zendesk

What You Can Do with Wrangle’s Zendesk App:

✅ Automatically send new Zendesk tickets to Slack to notify your team in real-time. ✅ Update and comment on Zendesk tickets directly from Slack, reducing response times. ✅ Sync ticket statuses so everyone stays informed on progress. ✅ Collaborate seamlessly, ensuring faster resolutions and better customer support.

In this guide, we’ll walk you through how to set up and use Wrangle inside Zendesk to push tickets to Slack and streamline your workflows. Let’s get started!

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Step 1

To begin the installation of the Wrangle app in your Zendesk workspace, navigate to the Zendesk admin center. On the left-hand side, select "Apps & Integrations," then choose "Zendesk Support Apps." Here, you will see a list of your currently installed apps and an option to visit the Marketplace for exploring new apps.

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Step 2

In the Marketplace, use the search bar to type in "Wrangle" to find the app. Follow the on-screen instructions to proceed with the installation of the Wrangle app. After installation, select the Zendesk workspace where you wish to enable Wrangle support.

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Step 3

Fill out the necessary information, including the API token, Slack workspace ID, and Slack user ID. This information can be located in your Wrangle dashboard under "API Integrations." Copy the API token from the API tab.

Utilize the copied API token, Slack workspace ID, and Slack user ID to complete the Wrangle app details in Zendesk. Once completed, finalize the installation.

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Step 4

With the Wrangle app installed in Zendesk, you can now push Zendesk tickets directly to Slack. In Zendesk, select a ticket and use Wrangle to send it to Slack.

On the right-hand side of the screen, open the app drawer to confirm that Wrangle is installed.

Choose the ticket you want to send to Wrangle and select the inbox destination. The ticket will now reside in both Slack and Wrangle, with a direct link to the Slack thread.