Zendesk integration

Overview

Asana's Zendesk integration helps teams escalate requests and complete the feedback loop between Zendesk and Asana. Whether your team is using Zendesk for customer support or internal requests, increase cross-functional visibility across tools with the Asana integration. Turn manual processes into automated workflows to save your teams time and reduce data duplication between Asana and Zendesk.

With Asana's Zendesk integration, you can:

  • Create Asana tasks from within Zendesk to escalate requests.
  • Link existing Asana tasks to a Zendesk ticket.
  • Include attachments when creating Asana tasks.
  • View the Asana task status and owner without leaving Zendesk.
  • View the Zendesk ticket Title, Number, and Assignee in Asana.

Installation Requirements

Connect Asana and Zendesk to increase cross-functional visibility.

Asana Requirements

The Asana for Zendesk integration is available to all Premium, Business and Enterprise customers.

Zendesk Requirements

You must have a Zendesk service account to install the Asana for Zendesk integration.

This integration only works with Zendesk Support.

Installation Steps

Installing this integration has two steps - adding the integration to Asana, and adding it to Zendesk.

Step 1 - Install into Asana

  1. Log into Asana, and find the project where you want to enable the Zendesk integration.
  2. Click on Customize in the upper right-hand corner.
  3. Scroll down to the Apps section, then select +Add app.
  4. Select Zendesk.
  5. Follow the on-screen instructions to sign in to Zendesk.
  6. Once you’ve signed in, you’ll be able to see ticket details on tasks created or linked via Zendesk.

Install step 1

Step 2 - Install in Zendesk

  1. Open Zendesk in your browser.
  2. While signed in, navigate to the Zendesk Marketplace, and find the Asana listing.
  3. Add it, and sign into Asana.
  4. Now, when viewing a ticket, you'll be able to create new or link existing Asana tasks to the ticket you're on.

Key Functionality

Create a Task

From Zendesk, you can easily create a new Asana task to escalate an issue to Asana for completion or review. From the Zendesk ticket view, click ‘Create task’ to open a task creation form:

create task 1

Next, fill in the task information, and select any attachments from the Zendesk ticket you’d like automatically moved to the Asana task:

create task 2

Finally, click ‘Create task’ - the task will be created in Asana, and you’ll see the task listed in the Ticket view moving forward anytime you or another Zendesk user with access to the task load the integration on this ticket:

create task 3

Link a Task

If a task in Asana already exists that the ticket is blocked by, simply click ‘Add existing’, and search for the relevant task by name. Click ‘Add’ or press Enter, and the task will be linked for visibility in both systems.

Linked Tickets

When you create a new task or link an existing task from Zendesk, Asana will automatically create a visual representation of the Zendesk ticket on the Asana task for easy visibility:

Linked tickets

Automated Rules

You can also set up a Rule to automatically leave an internal comment on the linked Zendesk ticket when a certain action happens in Asana - like the task being completed, or moved to a different section. You’ll need to add Zendesk to any projects you want to configure a Zendesk Rule for. Once that’s done, click ‘Customize,' scroll down to and click ‘Add Rules,' and find Zendesk in the gallery:

automated rules

You can select commonly used rules, or can make your own rules in the custom rule builder.

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