Wrike and Zendesk Integration: Get a Code That Turns Your Tickets into Tasks

Update:
With Wrike's new API 3.0, this example in this post is no longer possible; but don't worry, you can still connect Wrike and Zendesk via our Zapier integration.
If you have questions about the new API or connecting to Zendesk via Zapier, please reach out to us.

Improved collaboration for better ticket management

Most support tickets require syncing efforts of both the support and development teams. In Wrike, you can put one ticket into several folders so that developers can prioritize it on their to-do list with other tasks, and supporters will be automatically in the loop on all updates. You can quickly engage your marketing or UX team by sharing tasks with them as well; ensuring important feedback won’t fall through the cracks.

The result: You’ll have improved case resolution and customers will be blown away by your service!

Let’s get started!

As a first step, you need to add an email target for all new tickets as well as tickets that were changed. You also need a trigger that will send all data to [email protected]. If you want to send all tasks to a particular folder, simply use [email protected] as an email address, where 123 is the folder ID.

Then, install the API code that the ShopWorks team has kindly shared here. It’s possible to add several triggers for adding new tasks in Wrike, updating comments, and changing task status. All tasks will be automatically put in one folder; later you can move them to any folder you need.

Now, here comes the long-awaited innovative feature. A ticket in Zendesk automatically turns into a new task in Wrike, and all the new comments to it get added to the task’s Activity stream. And there’s more! Whenever your team changes a ticket status to Solved or Pending, it becomes Completed or Deferred in Wrike accordingly.

No good deed goes unnoticed. If you want to thank the ShopWorks team for sharing this fantastic code, tweet it out — and don’t forget to mention @shopworks_nl.

We hope this integration will save you time and help you stay on top of all important support issues! Your team can also feel free to contribute to the code published by ShopWorks, if they want to.

Marketing 3 min read

Wrike's API Helps a Marketing Team Create Custom Reports Automatically

Northcutt’s team of inbound marketing experts takes care of several simultaneous projects for each of its multiple clients. No wonder they need to collect and analyze large amounts of data on a daily basis. But fortunately, Wrike's API made marketing efficiency much easier for them! Before adopting Wrike, Northcutt used Base?amp without much success. According to Corey Northcutt, the team’s project manager, it seemed to slow the team down even more, instead of making it easier to work on several ongoing projects at the same time. What the team was looking for was an easy way to track the status of each campaign and to report on the progress to the clients easily. Now, with Wrike’s help, they have a complete overview of tasks in the pipeline for each client. But the main key to success turned out to be Wrike’s API, which saved them more than five hours of work per week on creating reports. Since the team needed to get detailed information on the progress in each area of work, Wrike’s API helped them to retrieve this data from each folder automatically. Here are more details of how they achieved such great results. Pulling custom data with Wrike’s API. First, Corey Northcutt created folders to indicate each area of inbound marketing: Building external links, creating social media content, website optimization, etc. The integration they built with Wrike’s API automatically pulls the data from each folder into the special Google Drive spreadsheets. By looking at the spreadsheets, the project manager instantly sees the number of tasks assigned to each team member in each area of work, as well as the percentage of completed goals and the number of days left until the end of the current project. There are separate tables for active, backlogged, completed and deferred tasks. Whenever the task is updated in Wrike, the new data automatically gets updated in the corresponding table cell. Since the updates are collected in real time, team members are always sure that the table data is up-to-date. This way, Northcutt's team creates detailed and accurate monthly reports for clients much faster than ever. Additionally, Corey Northcutt set up custom widgets with tasks of each stage on his dashboard. As a result, with every login, Corey Northcutt instantly sees all current marketing initiatives at each stage and the people who are responsible for them. If some of the assignments become overdue, they are highlighted in red at the top of the list, so it's easy to quickly track them and adjust the deadlines appropriately. What about your team? Have you considered using Wrike’s API to integrate it with your favorite tools and optimize your work? Then let us know in comments! “Wrike succeeded at simplifying some of our really complex problems. It allowed me to manage tasks via simple task lists and a Gantt chart while letting all the complex organization happen in our reports. We also now use the Wrike API to help generate our monthly digest summaries for reporting, which is a better alternative than paying for a solution that wasted someone's time by forcing them to manually re-compile data by hand each month.” —Corey Northcutt, CEO at Northcutt

News 3 min read

Saving Time with Wrike's API: Distribion's Experience of Integrating Wrike with Accounting App

Many restaurants let you choose the mix of ingredients you want to get in your sandwich, so that the snack perfectly suits your taste. The same is true for project management software. The more freedom you have to combine it with other business apps you use, the better it suits your workflow. One of our clients, Distribion, Inc., sets a successful example of how to integrate Wrike with other tools your team is already using, such as accounting and ticket management systems, with the help of API. Many restaurants let you choose the mix of ingredients you want to get in your sandwich, so that the snack perfectly suits your taste. The same is true for project management software. The more freedom you have to combine it with other business apps you use, the better it suits your workflow. One of our clients, Distribion, Inc., sets a successful example of how to integrate Wrike with other tools your team is already using, such as accounting and ticket management systems, with the help of API. Pulling time logs from Wrike into the accounting app Distribion captures project revenue on a time allocation basis. That’s why it’s highly important to know the exact number of hours spent on a certain task or project. Previously, employees had to enter time in both Wrike and their accounting system separately. That was very inconvenient and time-consuming. The integration with Wrike’s time-tracker was a simple solution that freed them from the load of such double work. Thanks to hourly API calls, all time logs a user makes in Wrike automatically get into the accounting system. And that is it! The data is ready for further processing. Syncing project names between the apps Distribion’s accounting app automatically generates a number for every invoice that may consist of payments for several tasks. So for correct billing, it is crucial to see what tasks are related to each invoice’s number. That’s easy with Wrike! The team just puts an invoice number into a folder’s name so all tasks in this folder get this appropriate tag. You can also find useful information in the Wrike invoicing guide. “Our folder structure defines what phase of development a task is in, what the task type is (defect, feature, etc.) and what particular job it’s included in,” says Michael Noblitt, VP of Operations at Distribion, Inc. This lets everyone on the team find the tasks that they need in mere seconds. Converting tickets into tasks automatically Distribion felt that the integration with the accounting app brought great improvements, so the team decided to bridge their ticket management app with Wrike, as well. Now when a client puts a ticket in, an e-mail is instantly sent to Wrike. Once Wrike receives it, it automatically converts the message into a new task. Thus, the team knows that no action item will be lost in the depth of their ticket management app, and it can put it on their schedule immediately. Evaluating Distribion’s overall experience with the integration, Michael Noblitt concludes: “Wrike’s API’s are well-designed and thoroughly documented. Our integration with Wrike has led to significant project cost reductions and enhanced transparency, giving us an ROI in less than 3 months.” How do you use Wrike’s API potential? What particular tools did you plug into Wrike?

News 5 min read

Wrike and GitHub: Collaborative Coding Gets Much Easier with Wrike’s API

Update 12/16/2014: We are happy to announce the release of our API v.3 with better functionality and feature support for developers. Unfortunately, this update means the integration with GitHub is no longer supported. You can still use Zapier to connect Wrike with GitHub. If you have any questions, please contact our Support team. Many software teams use services such as Github for collaborative coding. These services are a great help when it comes to sharing code repositories, collaborating on them together, and syncing developers’ efforts. However, project managers of teams using Github often don’t have special tools for keeping projects on track and reporting the progress. LiveNinja solved this problem with a single ninja throwing star: they combined Github’s social coding environment with Wrike’s strong project management features. With the help of Wrike’s API, they now automatically transfer every task they create in Github to Wrike, allowing them to organize their work in a more productive way. Let’s take a look at their smart solution! Two Tools, One Up-to-Date Picture LiveNinja builds and maintains a platform that allows users to find experts in any field - everything from cooking to law to graphic design. Despite daily stand-up meetings, maintaining transparency with a growing team soon became a real pain. Team members couldn’t quickly review up-to-date plans and couldn’t always keep track of current priorities in ever-growing Github task lists. Besides, there was no smooth way to sort overdue tasks or tasks completed during a certain time period. “At some point we realized that instead of a clear project picture, we just had a daunting list of never-ending issues,” says Emilio Cueto, Chief Technology Officer at LiveNinja. To get their work more organized, the team started using Wrike as it had all the features they needed. And in order to avoid the redundancy of logging tasks in both tools, they used the Wrike API to unite both tools. Now whenever someone creates a new task, adds a comment or completes the task at Github, the changes are automatically reflected in Wrike. How LiveNinja Benefits from the Integration Here’s how LiveNinja’s project management changed for the better after integrating Wrike and Github: 1. Easy prioritization of bugs and urgent issues Prior to integration, every new bug that was added to the already sizable list of bugs (each one needing to be fixed right away!) got labeled “Urgent,” “Priority,” or “Critical.” The list of all these urgent bugs had grown too big to handle in a standard list format within Github. After integration, LiveNinja now tags all issues according to their importance in Wrike (e.g. with standard labels P0, P1, and P2), and then prioritizes each list. This way, they have a clear understanding of which bug to tackle next. 2. Instant access to an up-to-date roadmap Wrike’s interactive timeline is irreplaceable for planning new features and important milestones. While the team’s manager creates dependencies between related tasks and quickly adjusts current plans, Wrike ensures the team is automatically notified about all changes. 3. Comprehensive insight into the team’s progress Custom reports are a great time saver for Emilio Cueto. They enable him to sort any data he needs for evaluating the team’s progress in mere seconds using filters such as: completion date, particular team member, or tag (e.g. browser version, particular feature, etc.). Suddenly, LiveNinja could look at their task list and Gantt charts and quickly find answers to questions such as: “Will this next release be on-time?” or “When is it feasible to start planning that new feature we have been talking about?” In a nutshell, the integration allowed developers and project managers to enjoy the best of both worlds: the code collaboration platform of Github and the project management tools of Wrike. Get the Code If the integration code sounds interesting to you, you can get the files here. LiveNinja is open to any improvements to the code suggested by other Wrike users. And if you decide to use it, don’t forget to send a thank-you tweet or a Facebook message mentioning #LiveNinjaDotCom. Thanks, LiveNinja, for sharing your code with the Wrike community and helping to make life better for other Github and Wrike users!

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Wrike and Zendesk Integration: Get a Code That Turns Your Tickets into Tasks

Improved collaboration for better ticket management

Let’s get started!

Wrike Team

Related articles

Wrike's API Helps a Marketing Team Create Custom Reports Automatically

Saving Time with Wrike's API: Distribion's Experience of Integrating Wrike with Accounting App

Wrike and GitHub: Collaborative Coding Gets Much Easier with Wrike’s API

Wrike and Zendesk Integration: Get a Code That Turns Your Tickets into Tasks

Improved collaboration for better ticket management

Let’s get started!

Wrike Team

Related articles

Wrike's API Helps a Marketing Team Create Custom Reports Automatically

Saving Time with Wrike's API: Distribion's Experience of Integrating Wrike with Accounting App

Wrike and GitHub: Collaborative Coding Gets Much Easier with Wrike’s API

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