Convert escalated support tickets into development tasks

When a high-priority customer issue is logged in Zendesk, create a matching task in Way We Do for product engineers to investigate.

Try:

See all Way We Do + Zendesk integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Way We Do Explore Way We Do →

Triggers

New task created

Fires when a new task or card is created in Way We Do.

Task completed

Fires when a task in Way We Do is marked complete.

Due date approaching

Fires when a task's due date in Way We Do is coming up.

Comment added

Fires when a comment is added to a task in Way We Do.

Actions

Create task

Creates a new task in Way We Do.

Update task

Updates a task's status or assignee in Way We Do.

Add comment

Posts a comment on a task in Way We Do.

Move task

Moves a task in Way We Do to a different board or list.

Zendesk Explore Zendesk →

Triggers

New ticket created

Fires when a new support ticket is created in Zendesk.

Ticket status changed

Fires when a ticket's status changes in Zendesk.

Ticket assigned

Fires when a ticket in Zendesk is assigned to an agent.

SLA breached

Fires when a ticket in Zendesk breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Zendesk.

Update ticket status

Updates a ticket's status in Zendesk.

Assign ticket

Assigns a ticket in Zendesk to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Zendesk.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in Way We Do, update the status of the related support ticket in Zendesk so support can notify the customer. See details

Flag SLA breaches on project management task boards If a critical ticket breaches its resolution SLA in Zendesk, post an urgent warning comment directly on the related task in Way We Do. See details

See all Way We Do + Zendesk integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between Way We Do and Zendesk?

Yes — describe it in the box above and Knit's Integrations Agent researches Way We Do and Zendesk's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common Project Management + Ticketing automation?

Creating a task in Way We Do whenever a ticket in Zendesk is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving Zendesk.

Can status updates flow back to the original ticket?

Yes — when the linked task in Way We Do changes status, the Agent can post that update back onto the original ticket in Zendesk automatically.