How to Create a Connectwise and Zendesk Integration?

By Ruchi | July 25, 2024 1:01 pm

ConnectWise is a business management platform that helps companies manage and automate their key processes, such as project management, service delivery, and customer relationships. On the other hand, Zendesk is a customer support and ticket management system that allows businesses to provide multi-channel support to their customers. Both platforms are widely used in their respective fields and offer strong features and integrations to enhance their functionality.

When it comes to running a smooth and efficient operation, integrations between platforms like ConnectWise and Zendesk can be a game-changer. By connecting these two platforms, businesses can streamline their processes, improve productivity, and provide an even better service experience for their customers.

Through this article, we will explore the world of ConnectWise and Zendesk integrations. We will learn about the benefits of integrating these two platforms and provide you with a step-by-step guide on how to create your own ConnectWise-Zendesk integration. Additionally, we will also look at some other popular integrations that you can draw inspiration from or directly implement if they fit your use case.

Table of Content

What are ConnectWise Integrations?
What are Zendesk Integrations?
Steps to Create a ConnectWise and Zendesk Integration
Benefits of ConnectWise and Zendesk Integration
Popular ConnectWise and Zendesk Integrations

Other ConnectWise Integrations
Other Zendesk Integrations

Conclusion

What are ConnectWise Integrations?

ConnectWise integrations are connections established between the ConnectWise platform and other software solutions or systems. These integrations allow for the seamless exchange of data and automation of various tasks across different platforms. By integrating ConnectWise with other tools, businesses can create a more unified and efficient workflow, as information can be shared and updated in real-time without manual intervention.

Also read: Best Remote Desktop Software in 2024

What are Zendesk Integrations?

Zendesk integrations, similarly, refer to the connections made between the Zendesk support platform and other software or services. These integrations enhance Zendesk's capabilities by bringing in data and functionality from external sources, thereby improving the overall customer support experience. Zendesk offers numerous integration options, from CRM and e-commerce platforms to communication tools and, more recently, AI-powered chatbots.

Also read: Zendesk vs. Zoho Desk: Which One is Better to Use in 2024?

Steps to Create a Connectwise and Zendesk Integration

To give you a brief overview of the integration of these two platforms, a new ticket is raised on your ConnectWise PSA dashboard with the necessary details, now you want to generate the same on the Zendesk platform for the IT team to check the issue and rectify the same immediately. For this, you will create a ConnectWise and Zendesk integration to ease your workflow. So, let’s explore the steps to integrate the two platforms:

Appy Pie Homepage

Go to Appy Pie Automate’s Website and explore the Connects to make your workflow seamless.

Log in/Sign up

After exploring the homepage, log in to start your Connect, if you don’t have an account you can sign up as well.

Create a Connect

After logging in you will be redirected to the dashboard. Simply click the “Create a Connect” icon to start the process.

Select the Trigger App

Now, type “ConnectWise PSA” on the search bar and select it as the Trigger App.

Select the Trigger Event

Next, you have to select the Trigger event. Select the “New or Updated Ticket” box. This will trigger the moment a new ticket is created or updated. Then click “Continue”.

Connect Your ConnectWise PSA Account

Next, connect your ConnectWise PSA account. Simply click on the “Connect Your Account” button or if you already have an account that is connected, just click on that.

Authorize Connectwise PSA Account

Now, you have to fill in the necessary details and then click “Yes, Continue” to move further.

Set up Trigger-Event

In this step, you have to fill in the “Notes Type” field. Then click “Continue and Run Test”.

Test

Here you can view the latest record of your Connectwise PSA account to see if your Connect is triggering from the right data.

Select the Action App

Next, you have to set up the Action App. For this, select “Zendesk” as your Action App to get updates on new tickets that have been created or updated.

Select an Action Event

The next step is to select the Action Event. As for your case, you will select “Create Ticket”. Then click “Continue”.

Connect Zendesk Account

To move further with this Connect, connect your Zendesk account. Simply click “Connect an Account” and follow the necessary steps.

Authorize Zendesk Account

Authorize your account by filling in the information required and then click “Yes, Continue”.

Set up Action-Event

After authorizing the account, set up the options by filling in all the fields according to your needs and click on “Continue and Run Test”.

Apps Connected

Connectwise PSA and Zendesk will be connected. You can either edit the Connect or move to the Dashboard. Also, you can check the status of your Connect.

Result

Here is a demonstration of the way this Connect will work. You can see, that the minute a new ticket is created on Connectwise PSA, the same ticket will create on your Zendesk dashboard with the description and summary.

Following this process, it will be easy for you to keep track of all the new and updated tickets. Plus, it would be all the more easy for the developers to complete the task assigned to them. You don’t have to keep reminding them for the same, they will receive the issue details and can finish the task in time.

Benefits of ConnectWise with Zendesk integration

Integrating ConnectWise and Zendesk can bring about several advantages for your business and support operations:

Streamlined Ticket Management: By connecting the two platforms, tickets created in ConnectWise can automatically generate corresponding tickets in Zendesk. This ensures that your team has a centralized view of all tickets, reducing the time spent on manual ticket creation and improving response times.
Improved Customer Data Management: With integration in place, customer data from ConnectWise can be synchronized with Zendesk, providing your team with a comprehensive view of the customer. This includes their support history, purchases, and any other relevant information, enabling more personalized and efficient support.
Enhanced Reporting and Insights: Integrating the two platforms allows for consolidated reporting, giving you a holistic view of your support operations. This includes insights from both the customer support and service delivery sides, helping you identify areas for improvement and make more informed decisions.
Automation of Routine Tasks: ConnectWise and Zendesk integration can automate various routine tasks, such as ticket routing, status updates, and notification sending. This frees up your support staff's time, allowing them to focus on more complex and value-added responsibilities.
Better Team Collaboration: With both platforms integrated, your customer support and service delivery teams can work in unison. This improves collaboration, ensures everyone is on the same page, and enables faster resolution times, ultimately enhancing the overall customer experience.

Popular ConnectWise with Zendesk Integrations

Now that we've explored the benefits, let's look at some popular ConnectWise and Zendesk integrations that you can implement or draw inspiration from:

Other ConnectWise Integrations

ConnectWise and ServiceNow integration

Creating a ConnectWise and ServiceNow integration enables the seamless transfer of data between the two platforms, including incident, problem, and change management processes. It ensures that your IT service management and customer support operations are aligned.

Salesforce and ConnectWise integration

By setting up a Salesforce with ConnectWise integration, you can synchronize customer data, sales pipelines, and support tickets. This provides your sales and support teams with a 360-degree view of the customer, enabling better decision-making and improved customer relationships.

ConnectWise and Microsoft Teams integration

Creating a ConnectWise and Microsoft teams integration brings ConnectWise's functionality directly into the Microsoft Teams interface. Your teams can create and manage tickets, collaborate on projects, and share files without switching between platforms, improving efficiency and collaboration.

ConnectWise and QuickBooks integration

Setting up a ConnectWise with QuickBooks integrations enables the synchronization of financial data, including invoices, payments, and accounting information. This streamlines your billing and accounting processes, saving time and reducing manual errors.

ConnectWise and NetSuite integration

This integration connects ConnectWise with NetSuite's cloud ERP system, allowing for the exchange of data such as customer information, sales orders, and inventory levels. Creating a ConnectWise and NetSuite integration helps streamline your back-office processes and provides real-time visibility into your business operations.

Integrate ConnectWise with 100+ Apps

Other Zendesk Integrations

Zendesk and Salesforce integration

Setting up a Zendesk with Salesforce integration, enables the synchronization of customer data, support cases, and sales information between the two platforms. It provides your sales and support teams with a unified view of the customer, improving collaboration and enabling more personalized support.

Zendesk and Slack integration

By creating a Zendesk with Slack integration, your support team can handle customer inquiries directly from the Slack interface. This improves response times, enables seamless collaboration, and ensures that your team can provide support from anywhere.

Zendesk and Shopify integration

Setting up a Zendesk and Shopify integration connects your Shopify e-commerce store with Zendesk. This integration enables the creation of support tickets directly from Shopify orders. It also provides your support team with access to valuable customer and order information, ensuring faster and more efficient issue resolution.

ChatGPT and Zendesk integration

With the recent release of ChatGPT, creating a ChatGPT and Zendesk integration can revolutionize how you provide support. By using ChatGPT's advanced language models, you can automate and enhance your customer support, providing accurate and contextually relevant responses to your customers' inquiries.

Zendesk and WooCommerce integration

Similar to the Shopify integration, this integration connects Zendesk with WooCommerce stores, enabling the creation of support tickets from WooCommerce orders. Setting up a Zendesk and WooCommerce integration provides your team with access to order details, customer information, and product data, streamlining the support process for online stores built on WordPress.

Explore More Zendesk Integrations

Conclusion

ConnectWise and Zendesk integration can bring about significant improvements to your business operations, particularly in customer support and service delivery. By following this guide, you now have a better understanding of the benefits of such an integration and the steps involved in creating one via Appy Pie. Additionally, the popular integrations highlighted here should provide you with a good starting point or inspiration for your own ConnectWise and Zendesk implementation. Remember, the key to successful integration lies in understanding your unique business needs and tailoring the integration to fit those requirements seamlessly.

Ruchi