Automate Gmail & Zendesk

Stop paying for mismatched spreadsheets. Sync data between Gmail and Zendesk in real-time, so you can manage your operations without the busywork.

Get This Workflow Built

Custom API Integration

Secure Data Transfer

Done-For-You Setup

How the Data Flows

graph LR
    subgraph Source ["Gmail"]
        T1(["List Aliases"])
    end
    
    subgraph Middleware ["Enterprise Integration Core"]
        W[CRON API
Poller] --> V{Validation
& Auth}
        V -->|Fail| DLQ[Dead Letter
Queue]
        V -->|Pass| Map[Data Mapping
& Transformation]
        Map --> Retry[Rate Limiting
& Retries]
    end
    
    subgraph Target ["Zendesk"]
        A1(["Add Comment to Ticket"])
    end

    T1 -->|JSON Payload| W
    Retry -->|Authenticated API POST| A1

    style Source fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Target fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Middleware fill:#f8fafc,stroke:#94a3b8,stroke-width:2px
    style T1 fill:#3b82f6,stroke:#fff,stroke-width:2px,color:#fff
    style W fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style V fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Map fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Retry fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style DLQ fill:#ef4444,stroke:#fff,stroke-width:1px,color:#fff
    style A1 fill:#e11d48,stroke:#fff,stroke-width:2px,color:#fff

When support agents receive emails in Gmail, they often have to manually copy and paste information into Zendesk tickets. This leads to lost context, as critical details like customer queries and attachments can be overlooked. For instance, if an agent receives an email with a customer's issue but forgets to include the email thread in the Zendesk ticket, the support team ends up wasting time chasing down information that should have been readily available.

Top Ways to Automate Gmail & Zendesk

Automated Ticket Creation: Instantly convert Gmail inquiries into Zendesk tickets, ensuring no customer request goes unanswered and reducing response time significantly.
Real-Time Updates: Automatically sync ticket status updates from Zendesk to Gmail, keeping your team informed and enabling timely follow-ups without manual intervention.
Centralized Communication: Consolidate customer interactions by linking emails and ticket threads, providing agents with a comprehensive view of customer history for more personalized support.

How to Build the Gmail → Zendesk Sync

In your Gmail account, set up a webhook to listen for new emails. Configure the webhook to trigger on the 'New Email' event.
In the webhook payload, extract the following data: from, subject, body, and any attachments.
Format the extracted data into a JSON object that matches the Zendesk ticket creation requirements.
Use the Zendesk REST API endpoint POST /api/v2/tickets.json to create a new ticket. Include the extracted data in the request body, ensuring to map from to requester, subject to subject, and body to description.
If there are attachments, ensure to upload them to Zendesk using the POST /api/v2/uploads.json endpoint first, then link them to the ticket.

Developer Warnings & API Gotchas

Be cautious with the email body formatting; HTML content may not render properly in Zendesk, so strip unnecessary HTML tags before sending.
Ensure that the from email address is valid and corresponds to a registered user in Zendesk; otherwise, the ticket may not be associated correctly.
When handling attachments, verify that the file types and sizes comply with Zendesk's upload restrictions to avoid failed ticket creation.

Supported API Operations

We leverage official, stable endpoints to ensure secure data transfer. No deprecated legacy routes.

When this happens in Gmail... List Aliases

Do this in Zendesk Add Comment to Ticket
When this happens in Gmail... List Contact Groups

Do this in Zendesk Add Tag(s) to Ticket
When this happens in Gmail... List Messages

Do this in Zendesk Attach File to Ticket
When this happens in Gmail... New Attachment

Do this in Zendesk Create Organization
When this happens in Gmail... New Conversation

Do this in Zendesk Create Request

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I can see you're looking at mapping Gmail to Zendesk. Tell me about your current setup—what's the specific bottleneck you're trying to automate right now?