Zendesk automation with Make.com

Using make.com, you can turn repetitive Zendesk tasks into powerful automations that save time, reduce errors, and keep your support team focused on customers instead of manual work.

This step-by-step how-to article walks you through connecting Zendesk, building your first scenario, setting up triggers, and deploying reliable workflows that run in the background.

What you need before starting with Make.com

Before you build your first Zendesk workflow in Make.com, prepare the following items so the setup is smooth and secure.

• An active Zendesk account with admin or integration permissions.
• A verified Make.com account with access to the Scenario editor.
• Clear automation goals, such as ticket assignment rules or customer notifications.
• API access enabled in Zendesk, if you plan to use advanced modules.

Having these requirements ready ensures you can connect both platforms without interruptions and test your automation immediately.

How to connect Zendesk to Make.com

To automate your help desk, you first need to connect Zendesk as an app inside Make.com.

1. Log in to your Make.com dashboard and open the Scenarios section.

2. Click the button to create a new scenario. An empty canvas will appear.

3. Select the app picker icon in the center of the canvas and search for “Zendesk”.

4. Choose the Zendesk app, then pick a module such as Watch Tickets or Create a Ticket.

5. Click Add or Add new connection when prompted and follow the authorization steps.

6. Grant Make.com permission to access your Zendesk subdomain and confirm the connection.

Once the connection is established, you can reuse it in multiple scenarios and modules without repeating the authorization steps.

Building your first Zendesk automation in Make.com

This example scenario shows how to automatically create a Zendesk ticket when a new event happens in another tool, such as a form submission or CRM update.

Step 1: Choose a trigger module in Make.com

Every scenario in Make.com starts with a trigger. The trigger tells the platform when to run your automation.

Common trigger options include:

• A webhook that receives data from a form, website, or external app.
• A scheduled trigger that runs every few minutes or hours.
• An event watcher from another app, such as a CRM or marketing tool.

Place your chosen trigger on the left side of the canvas and configure basic settings such as the schedule, endpoint, or filter conditions.

Step 2: Add a Zendesk action module in Make.com

Next, you will add an action module from the Zendesk app to process the trigger data.

1. Click the plus icon on the right side of your trigger module.

2. Select the Zendesk app from the list.

3. Choose an action, for example Create a Ticket, Update a Ticket, or Find a User.

4. Pick your existing Zendesk connection that you created earlier.

Make.com will load the input fields provided by the chosen module so you can map data from the trigger to Zendesk.

Step 3: Map data fields to your Zendesk ticket

Field mapping is the core of building useful automations in Make.com. You decide how data from the trigger becomes content in Zendesk.

Typical mappings for a ticket creation module include:

• Requester: Map the customer email from the trigger to the requester field.
• Subject: Build a dynamic subject line using variables such as customer name or form topic.
• Comment: Insert the full message or description submitted by the user.
• Tags: Add tags that classify the ticket based on source, campaign, or product line.
• Assignee or Group: Route the ticket to a specific team or agent.

You can combine static text with variables using the built‑in data mapping interface in Make.com, giving you flexible control over how each ticket is created.

Testing your Zendesk workflow in Make.com

Before going live, always test the scenario to confirm that data arrives in Zendesk exactly as expected.

Run a manual test

1. Switch the scenario to ON or use the Run once button in Make.com.

2. Trigger the source event, such as submitting a test form or sending a test webhook request.

3. Return to the scenario and inspect the execution details for each module.

The execution log in Make.com shows inputs, outputs, and any error messages for each step. Use this information to refine your field mapping or filters.

Verify tickets in Zendesk

Open your Zendesk dashboard and confirm that a new ticket or update has appeared.

• Check that the requester data is correct.
• Review the subject and comment for clarity and formatting.
• Verify that tags, priority, and custom fields match your automation plan.
• Ensure the ticket is assigned to the right group or agent.

If anything looks wrong, adjust the scenario mapping in Make.com and run another test until the result is perfect.

Advanced Zendesk use cases with Make.com

Once you understand the basics, you can design more advanced workflows that link multiple tools and conditions in a single scenario.

Multi-step ticket routing

You can use filters and routers in Make.com to send different tickets to different destinations based on rules such as:

• Ticket subject or tags.
• Customer organization or plan level.
• Language detected in the message.
• Channel or form source.

Each route can create or update tickets differently, giving you granular control over your help desk pipeline.

Synchronizing Zendesk with other apps via Make.com

Make.com allows you to keep Zendesk in sync with CRMs, project management tools, or communication platforms. Common patterns include:

• Creating CRM records when a new Zendesk ticket is opened.
• Posting ticket updates to chat tools for real-time visibility.
• Generating tasks in project boards for complex customer issues.
• Updating custom fields when account data changes in external systems.

By centralizing these flows in one Make.com scenario, you eliminate manual copying and avoid fragmented data.

Best practices for stable Make.com Zendesk scenarios

Reliable automation depends on thoughtful design and ongoing monitoring.

• Use clear naming for scenarios and modules so teammates understand each workflow.
• Apply filters to avoid creating unnecessary tickets for low-value events.
• Log errors to a separate tool or email address so issues are easy to spot.
• Document field mappings for future maintenance and audits.
• Review usage regularly to ensure your Make.com operations stay within plan limits.

Following these practices helps keep your Zendesk automations efficient and resilient as your support volume grows.

Where to learn more about Make.com Zendesk automation

For detailed, official instructions and module reference, review the original how-to guide on Zendesk automation provided by the platform at this Make.com Zendesk tutorial. It outlines additional configuration tips, screenshots, and use-case ideas.

If you need expert consulting or implementation support for complex workflows, you can also explore services from specialists such as Consultevo, who help design and optimize automation architectures.

By combining the flexibility of Make.com with the power of Zendesk, you can build a fully automated support system that scales with your business while keeping agents focused on meaningful customer conversations.

Need Help With Make.com?

If you want expert help building, automating, or scaling your Make scenarios, work with ConsultEvo — certified workflow and automation specialists.

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