Integrate Pipefy and Zendesk to manage your Customer Support

Do you currently use Zendesk to manage your customer support tickets? Can you imagine how much easier it would be if you could integrate Pipefy and Zendesk so that you could create new tickets on Zendesk every time a customer filled in your contact form (aka a Public Form on Pipefy) or vice versa, creating new cards every time a new ticket is created, making it easier to keep track of all of them?

Let me tell you one thing: not only is it possible, it’s really easy to setup! Using Zapier you’re able to integrate Pipefy with over 500 webapps, including Zendesk, to manage your customer support tickets a lot more effectively, saving your company time and money.

Ok, but what is Zapier?

Zapier is a cloud application that allows you to optimize and automate your processes by connecting over 500 webapps in thousands of different possibilities.

Each zap (integration) on Zapier consists on a trigger (the activity/situation that sets your zap in motion) and an action (what happens once the trigger is, well, triggered).

That’s cool, but how can I integrate Pipefy to all those apps using Zapier?

Using Zapier to integrate Pipefy with hundreds of web apps is a lot easier than you think, here’s what you must do:

1. First things first, you’ll begin by creating your account on Zapier – Zapier offer both free and paid plans (if you have up to 5 active zaps generating less than 100 tasks/month, you’ll do just fine with the free plan but, if you need more than that, paid plans start at U$D20/mo).

2. Then, whenever you wish to create a new integration you’ll need to connect your Pipefy account on Zapier account (for further detail on how to connect your Pipefy account to Zapier, click here to check out our knowledge base content).

We’ll include the complete step-by-step instructions on how to setup these integrations below but to kick things off you can choose to use this pre-designed integration available on Pipefy’s Zapier zapbook and specify the details according to the instructions below.

How to integrate to make my Customer Support more efficient?

As previously explained, all integrations on Zapier work with based on a trigger and an action app.

We’ll divide this part into two sections, the first will teach you how to add cards to Pipefy from new Zendesk tickets while the second will work the other way around, teaching you how to add tickets from Pipefy Cards.

How to create new cards on Pipefy from Zendesk tickets:

Zendesk is a great tool for managing your customer support tickets but if you integrate it with Pipefy it becomes an even more powerful tool, allowing you to keep close track of all open tickets, their status and much more.

1 – To begin with, you’ll click on the button that says “Make a Zap” on your dashboard on Zapier.

2 – Then, the first step for creating an integration is choosing Zendesk as your trigger app.

3 – Then, we’ll determine the trigger from Zendesk – you could choose a number of different triggers from Zendesk but for this example we’ll go for the “New Ticket” trigger.
4 – You’ll then be asked to add or select your Zendesk Account from which Zapier will retrieve the new tickets.

5 – Next step: choosing the view you want Zapier to retrieve the new tickets from. On this step, Zapier gives you the necessary instructions for creating a new view.
6 – Now that you’re done with the trigger, now it’s time to move on to the action app.

This time you’ll search for and choose Pipefy from all the available action apps.

7 – As you did with the trigger, you’ll now choose the action you wish Zapier to perform on the action app.

8 – Now it’s time to add or select your Pipefy account where you’ll want the new cards to be created.

If you have any question regarding how to add your Pipefy account to Zapier, click here and check out the help content on the subject.

9 –  You’ll begin setting up the action by determining the pipe where you want the new cards to be created as well as the information you wish to retrieve from the ticket to include in the card.
This is how I’ve set mine up. I added my Slack username and I wrote down the message text using the card’s title and creator name to specify the message.
After you’re done testing, it’s time to name the zap and turn it on. After you do that, Zapier will watch your Zendesk account to create new cards on the selected Pipe whenever a new ticket is created.

How to create new tickets on Zendesk from Pipefy cards:

Let’s suppose you use Pipefy’s Public Form feature to manage your website’s contact inbox or user bug reports. If you also use Zendesk to manage your customer support tickets, wouldn’t it be great to connect these two apps so that new cards created on these pipes would automatically create new tickets on Zendesk? Well, not only is it possible, it’s very easy to setup, check it out:

1 – To begin with, you’ll click on the button that says “Make a Zap” on your dashboard on Zapier.

2 – Then, the first step for creating an integration is choosing Pipefy as your trigger app.

3 – Then, we’ll determine the trigger from Pipefy – you could choose a number of different triggers but for this example we’ll go for the “New Card” trigger.
4 – You’ll then be asked to add or select your Pipefy Account from which Zapier will retrieve the new cards.

If you have any question regarding how to add your Pipefy account to Zapier, click here and check out the help content on the subject.

5 – Next step: choosing the pipe you want Zapier to watch so that it’ll trigger the action every time a new card is created.
6 – You’re done with the trigger! Now it’s time to move on to the action app.

Search for and choose Zendesk from the available action apps as well as the action you’ll want to perform on Zendesk when new cards are created. In this case, we chose “create new ticket”.

7 – Now it’s time to determine which of the card’s information you wish to include on your future zendesk tickets.

After you’re done testing, it’s time to name the zap and turn it on. Once you do that, Zapier will watch the selected Pipe on Pipefy to create new tickets on Zendesk and centralize your customer support requests.

Integrate Pipefy and be more efficient!

Are you interested in learning all about the many ways in which you can use Zapier to integrate Pipefy with many other apps to make your life easier and increase your efficiency?

Learn all integrating Pipefy using Zapier!

or sign up for Pipefy!

Written by Isabelle Salemme, Product content manager at Pipefy. She uses her extensive Pipefy knowledge to write informative pieces teaching users to make the best of Pipefy. Besides being responsible for all product-related content, she's an avid reader, a coffee lover and a professional photographer.