Boost Remote Team Productivity with Make.com
Remote teams depend on clear communication and fast workflows, and Make.com is a powerful automation platform that connects tools like Jira and Zendesk so distributed teams can stay aligned, informed, and productive without extra manual work.
This how-to article walks you through the key concepts behind the source tutorial on integrating Jira Service Desk and Zendesk, and shows how you can adapt the same logic in Make.com to keep your remote team efficient and focused.
Why Remote Teams Need Make.com Automation
Remote work makes it harder to share context, coordinate tasks, and keep different tools in sync. Support and development teams often switch between Jira and Zendesk, which can easily create communication gaps.
By using Make.com to automate the flow of information, you can:
- Reduce manual data entry between support and engineering tools
- Ensure that new tickets immediately reach the right team
- Keep comments and status updates synchronized
- Lower the risk of missing critical customer issues
The original guide explains how to connect Jira Service Desk and Zendesk using scenarios and triggers so remote teams always see the same, up-to-date information in both systems.
Key Components in the Make.com Integration
The workflow described in the source tutorial revolves around several key elements that Make.com uses in every automation:
- Modules: Actions or triggers that work with specific apps like Jira and Zendesk.
- Triggers: Events that start a scenario, such as a new Zendesk ticket.
- Searches: Steps that look up related issues or tickets.
- Actions: Steps that create or update issues, tickets, or comments.
With these building blocks, Make.com lets you construct a scenario that mirrors your ideal support and development workflow without writing custom code.
Plan Your Jira and Zendesk Workflow in Make.com
Before you recreate the setup from the original article, take time to design how information should move between Jira and Zendesk through Make.com.
Define Your Remote Collaboration Rules with Make.com
Clarify how your remote team should collaborate:
- When a support ticket in Zendesk requires engineering help, should a corresponding Jira issue always be created?
- Should updates from Jira flow back to Zendesk as public comments, internal notes, or both?
- Which fields (priority, status, tags) are essential to mirror between tools?
Once these rules are clear, you can mirror them step by step in your Make.com scenario.
Map Fields Between Jira and Zendesk
In the source guide, the automation carefully maps data so that support and development teams see the same context. When planning your Make.com scenario, identify:
- Ticket or issue titles
- Descriptions and initial problem reports
- Requesters or reporters
- Priorities and types
- Statuses and resolution details
Ensuring consistent field mapping lets remote team members trust that the data in their own preferred tool is accurate and complete.
Build the Core Scenario in Make.com
The original page demonstrates how to sync Jira Service Desk issues and Zendesk tickets using a series of logical steps that you can reproduce in Make.com.
Step 1: Create the Trigger in Make.com
Start by defining when your automation should run. Common triggers include:
- New Zendesk Ticket: Start the scenario every time a ticket is created.
- Updated Zendesk Ticket: React when important fields or statuses change.
- New Jira Issue: Create a Zendesk ticket when engineering logs an externally visible issue.
Select the appropriate trigger module in Make.com for your primary workflow and connect your Jira and Zendesk accounts as needed.
Step 2: Search for Related Issues or Tickets
To avoid duplicates, the tutorial suggests searching for existing related items. Implement a similar step in Make.com by adding a search module after the trigger:
- Search Jira for an issue linked to the Zendesk ticket ID.
- Or search Zendesk for a ticket linked to the Jira issue key.
If nothing is found, the next steps will create a new record. If a match exists, the scenario continues by updating rather than creating.
Step 3: Create or Update Records via Make.com
Based on the search result, branch your scenario:
- If no matching record is found:
- Create a new Jira issue from a Zendesk ticket, or vice versa.
- Map all important fields so the new issue or ticket contains complete context.
- If a matching record exists:
- Update the linked Jira issue or Zendesk ticket.
- Synchronize status, priority, or assignments to keep teams aligned.
Make.com lets you use routers or conditional filters so your scenario handles these cases automatically.
Step 4: Sync Comments and Status Changes
The original article also highlights the importance of keeping communication in sync. With Make.com you can:
- Trigger on new comments in Jira and post them to Zendesk.
- Send critical Zendesk updates back to Jira as comments.
- Mirror key status changes so everyone sees the current progress.
This ensures that remote support and engineering teams never have to retype updates across tools, and customers receive consistent communication.
Best Practices for Remote Teams Using Make.com
To get the most from this integration, follow a few best practices inspired by the source tutorial.
Keep Scenarios Simple and Documented
Design your Make.com scenarios to be easy to understand. Use clear module names, short descriptions, and logical grouping of steps. Document:
- Which triggers are used and why
- How fields are mapped between Jira and Zendesk
- What conditions create or update records
Good documentation helps remote teammates quickly understand and adjust the automation as your processes evolve.
Test the Make.com Workflow Thoroughly
Before rolling out to your full remote team, test your Make.com scenario using sample tickets and issues. Verify that:
- New tickets create the right issues or linked items
- Updates flow in the right direction and do not overwrite essential data
- Comment synchronization behaves as expected
Iterate on your scenario until you are confident that it handles real-world edge cases, just as the original tutorial suggests.
Extend the Original Make.com Use Case
Once the core Jira–Zendesk sync is running smoothly, you can expand your Make.com setup to support more aspects of remote teamwork.
Connect Additional Tools with Make.com
Consider automating additional tools alongside Jira and Zendesk:
- Send alerts to Slack or Microsoft Teams when important tickets are created.
- Log time entries or summaries into time-tracking or reporting tools.
- Create documentation tasks in knowledge base systems when certain issues are resolved.
The same Make.com logic described in the source guide can be extended across many apps to support your entire remote workflow.
Monitor and Optimize Scenario Performance
Regularly review your automation logs in Make.com to:
- Identify recurring errors and fix configuration issues
- Spot heavy operations that could be optimized or batched
- Refine filters so only relevant updates are synchronized
Continuous improvement helps your remote team stay efficient as ticket volume and complexity grow.
Resources for Learning More About Make.com
To explore the full original walkthrough of connecting Jira and Zendesk, see the source guide on the official site: Remote Team Productivity with Jira and Zendesk.
If you need additional help designing automation strategies, you can also consult specialist resources such as Consultevo, which offers guidance on process optimization and integration planning.
By following the structure and ideas from the original tutorial and implementing them in Make.com, your remote teams can coordinate seamlessly between Jira and Zendesk, reduce manual overhead, and focus more time on solving real customer problems.
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.