Zendesk
Last updated
Last updated
The Zendesk Integration is a paid feature. Contact us at sales@wrangle.io for help enabling it on your account.
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. 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.
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
Limitation: Certain fields like tags, custom fields, and internal notes are not synced. Refer to the Limitations section for more details.
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:
