Zendesk
Last updated
Last updated
The Zendesk Integration is available on the Scale Plan. To enable it, upgrade your account directly in the web app.
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.
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.
Only Workspace Admins can connect Zendesk with Wrangle. Here's how to do it:
Go to API & Integrations in Wrangle located on the bottom left.
Click on Zendesk in the top tab and choose Connect.
You’ll be prompted to enter your Zendesk Subdomain. You can find this in your Zendesk support URL.
For example: if your Zendesk support URL is https://my-company.zendesk.com, then your subdomain is "my-company".
When you click "Log into Zendesk", You will be prompted to authorize Wrangle to connect to Zendesk.
After successful authorization, you’ll see a confirmation message, and Zendesk will be listed as a connected service.
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.
Click Save and Close to confirm.
When you link an inbox in Wrangle to a Zendesk group, ticket syncing begins. Here’s what you can expect:
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:
When you click on the Zendesk Ticket link, it will take you to the Zendesk view of the ticket (see below).
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.
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.
Wrangle priorities are mapped to Zendesk priorities as follows:
Wrangle Priority
Zendesk Priority
LOW
low
MEDIUM
normal
HIGH
high
CRITICAL
urgent
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.
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.
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.
You can disconnect the Zendesk integration either at the account level or for a specific inbox.
Go to API & Integrations
Click on Zendesk Integration and select Disconnect.
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.
Go to API & Integrations
Click on Zendesk Integration
Click the X on the righthand side of the Inbox you'd like to disconnect from Zendesk.
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.
Before linking an inbox, ensure your Zendesk groups are properly set up:
