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Zendesk and GitHub Issue Automated Synchronization Workflow

This workflow enables automatic synchronization between Zendesk tickets and GitHub Issues. It automatically checks whether a GitHub Issue is associated when a new ticket is created. If it is not associated, a new Issue is created; if it is already associated, a comment is added to the corresponding Issue. The ticket will update the GitHub Issue number to ensure consistency and traceability of information, effectively improving collaboration efficiency between the customer service and development teams, while reducing information omissions and duplicate work.

Workflow Diagram
Zendesk and GitHub Issue Automated Synchronization Workflow Workflow diagram

Workflow Name

Zendesk and GitHub Issue Automated Synchronization Workflow

Key Features and Highlights

This workflow enables automatic linkage between Zendesk tickets and GitHub Issues. When a new ticket is received in Zendesk, it automatically checks whether the ticket is already associated with a GitHub Issue. If not, it creates a new GitHub Issue; if an association exists, it adds a comment to the corresponding GitHub Issue. Meanwhile, the ticket is updated with the related GitHub Issue number for easy tracking and management.

Core Problems Addressed

This workflow bridges the communication gap between customer support and development teams by seamlessly integrating tickets and code issues. It prevents duplicate Issue creation and information loss, thereby enhancing cross-department collaboration efficiency and improving the accuracy of issue tracking.

Use Cases

  • Customer support teams receiving client feedback via Zendesk need to automatically synchronize technical issues to the development team’s GitHub repository for tracking and resolution.
  • Maintaining status synchronization between Zendesk tickets and GitHub Issues to ensure consistent information on both sides.
  • Automated issue management and feedback handling in multi-department collaboration scenarios.

Main Process Steps

  1. Triggered via Webhook: Monitor the creation of new tickets in Zendesk.
  2. Retrieve detailed information of the Zendesk ticket.
  3. Check if the ticket is already linked to a GitHub Issue (using a custom field “GitHub Issue Number”).
  4. If linked, automatically add the latest ticket comment to the corresponding GitHub Issue.
  5. If not linked, create a new Issue in the specified GitHub repository with the ticket subject as the title.
  6. Write back the newly created GitHub Issue number into the Zendesk ticket’s custom field to establish a two-way association.
  7. Update the Zendesk ticket to ensure information synchronization.

Involved Systems and Services

  • Zendesk: For collecting and managing customer support tickets.
  • GitHub: For managing code-related issues and task tracking via Issues.
  • Webhook: To listen for Zendesk ticket events and enable real-time triggering.
  • n8n Automation Platform: Responsible for orchestrating the workflow logic and executing nodes.

Target Users and Value

  • Customer support and development teams: Improve cross-department collaboration efficiency while reducing manual operations and redundant work.
  • Product managers and project coordinators: Achieve transparent tracking of tickets and development tasks, optimizing issue resolution workflows.
  • Any organization using Zendesk and GitHub for customer support and development management can leverage this workflow to automate ticket and Issue synchronization, significantly boosting work efficiency and response speed.