ServiceNow Integration to Zendesk Support with ZigiOps

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Zendesk  Tickets → ServiceNow Incident

ServiceNow Incident → Zendesk  Tickets

ServiceNow Integration to Zendesk Support  Use Case

ServiceNow Integration to Zendesk Support  Use Case 1:Zendesk Support Tickets to ServiceNow Incidents

Imagine a scenario where a customer submits a support request in Zendesk Support reporting a recurring issue with an enterprise application. The ticket includes detailed information about the problem, its urgency, and a few attachments such as error screenshots and log files. Without efficient integration, this ticket would need to be manually logged in ServiceNow ITSM, leading to potential delays and transcription errors.

With ZigiOps, this ticket is automatically transferred to ServiceNow as an incident in real-time. The integration ensures:

• Comprehensive Data Transfer: Key details like the ticket description, priority, customer information, and the attachments are mapped into corresponding fields in the ServiceNow incident. This ensures IT teams working within ServiceNow have all the context needed to begin diagnosis immediately.

• Accurate Categorization: Tickets are automatically categorized based on predefined rules, such as priority or ticket type, ensuring IT incidents in ServiceNow are organized for effective workflow management.

• Automation of Notifications: Once the ticket is logged as an incident, notifications are triggered within ServiceNow to alert the appropriate IT team, ensuring the issue is addressed promptly.

• Streamlined Updates: If a Zendesk agent updates the ticket—for example, by adding additional customer comments or attachments—the changes are instantly synced with the ServiceNow incident, ensuring IT teams always have the latest information.

This real-time data flow reduces operational friction, enabling faster resolution of issues and providing a seamless experience for both the support and IT operations teams.

ServiceNow Integration to Zendesk Support  Use Case 2: ServiceNow Incidents Back to Zendesk Tickets

Now consider a scenario where the incident logged in ServiceNow from Zendesk requires IT intervention, such as a software bug fix or a server reboot. The IT team in ServiceNow takes ownership of the incident, updates its status, and begins troubleshooting. Without integration, these updates might not be communicated back to the Zendesk agent managing the original customer-facing ticket. This lack of visibility could result in miscommunication or delayed responses to the customer.

Through ZigiOps, any changes or updates made to the incident in ServiceNow are automatically synced with the corresponding Zendesk ticket, ensuring:

• Seamless Communication: When the IT team updates the status of the incident in ServiceNow—for instance, marking it as resolved or requiring additional information—the update is instantly reflected in Zendesk, allowing the support agent to keep the customer informed.

• Detailed Incident Notes: If the IT team adds notes or resolutions in ServiceNow, such as the root cause analysis or steps taken to resolve the issue, these comments are automatically transferred to Zendesk as part of the ticket’s history.

• Escalation Visibility: Should the incident be escalated in ServiceNow to a higher priority or a specialized team, the escalation details are synced back to Zendesk, ensuring support agents are aware of the changes and can communicate effectively with the customer.

• Improved Customer Experience: By keeping Zendesk agents updated on the progress of incidents in real time, customers receive more transparent and timely updates about the resolution process, leading to greater satisfaction.

This reverse synchronization closes the loop between IT and support teams, ensuring both systems reflect the same information and enabling better collaboration across departments. The bi-directional integration ensures that no detail is lost, creating a unified workflow that improves both internal efficiency and customer service outcomes.

Why Integrate Zendesk Support and ServiceNow with ZigiOps?

1. Seamless Automation

ZigiOps eliminates the need for manual data entry, reducing errors and saving time. Automate workflows to ensure your teams can focus on high-priority tasks.

2. Improved Collaboration

Syncing Zendesk Support and ServiceNow enables better communication and transparency between customer support and IT operations teams.

3. Real-Time Synchronization

Keep both platforms updated instantly, ensuring your teams always have the latest information.

4. Customizable and Scalable

Tailor the integration to match your specific business needs with ZigiOps’ advanced configuration options. Its scalability makes it suitable for organizations of all sizes.

Custom vs Ready-to-Use ServiceNow to Zendesk Support Integration

Manually transferring data between ServiceNow and Zendesk Support can lead to delays, errors, and data inconsistencies. Building a custom ServiceNow-Zendesk integration from scratch requires considerable effort and expertise, including:

• Business Analysis: to clearly define the integration use case and workflow requirements.

• Deep Knowledge of Both ServiceNow and Zendesk APIs: to ensure smooth data flow between systems.

• Custom Script Development: to handle data extraction, transformation, and synchronization.

• Ongoing Maintenance and Support: to address potential issues, system updates, and evolving business needs.

These steps represent just a fraction of what it takes to implement a custom integration, which can be time-consuming and expensive. Additionally, as your integration requirements evolve, you may need to repeat the entire development process, leading to further costs and delays.

So why invest so much time and resources into a custom integration when there’s an out-of-the-box solution that can save you time, money, and headaches? ZigiOps offers a seamless, ready-to-use ServiceNow-Zendesk integration designed to meet your needs without the complexity.Here’s why customers love integrating ServiceNow and Zendesk Support with ZigiOps:

Top 5 Reasons to Choose ZigiOps for ServiceNow-Zendesk Integration

1. No Technical or API Expertise Needed
   ZigiOps offers a no-code platform that eliminates the need for deep technical knowledge or coding expertise. You can quickly set up the integration and get it running without worrying about API complexities.

2. Intuitive User Interface
   The ZigiOps platform is designed to be user-friendly, enabling easy configuration and management of your integration. This ensures a smooth, hassle-free experience, even for non-technical users.

3. Real-Time Data Visibility
   ZigiOps ensures data consistency by mirroring updates across ServiceNow and Zendesk Support in real time. This means that every ticket, comment, and status change is instantly reflected in both systems, keeping your teams aligned and up-to-date.

4. Robust Security Measures – We Don’t Store Your Data
   ZigiOps is built with security in mind. We ensure that your data remains protected throughout the integration process. Importantly, we do not store any of your sensitive data, maintaining compliance and safeguarding your information.

5. Scalability to Grow with Your Business
   Whether your integration needs are simple or complex, ZigiOps scales to meet your business demands. As your organization grows or your processes evolve, ZigiOps adapts seamlessly, eliminating the need for repeated integration projects.

Experience the benefits of effortless ServiceNow to Zendesk Support integration with ZigiOps, and free your teams from the burden of manual data handling and custom development.

Challenges for ServiceNow and Zendesk Support Users

While both ServiceNow and Zendesk Support are powerful platforms in their own right, users often face significant challenges when using them in tandem without seamless integration. One of the primary issues is data silos—with information trapped in separate systems, teams may lack the visibility needed to collaborate effectively. This can lead to delays, errors, and miscommunication between IT and customer support teams.

Furthermore, manually transferring data between ServiceNow and Zendesk is both time-consuming and prone to human error, causing inefficiencies and frustration. For large enterprises, managing complex workflows across both platforms can become a daunting task, requiring manual updates, escalations, and synchronization. Additionally, users may struggle with keeping customer-facing support in sync with backend IT operations, leading to inconsistencies in service delivery. As business requirements evolve, organizations often face the challenge of scaling their integration, which can involve costly custom development and ongoing maintenance. Ultimately, without an efficient and automated integration solution like ZigiOps, these challenges can hinder productivity, increase costs, and reduce the effectiveness of both ServiceNow and Zendesk Support.

How ZigiOps Solves These ServiceNow integration to Zendesk Support Challenges?

ZigiOps resolves the challenges faced by ServiceNow and Zendesk Support users by offering a no-code integration solution that seamlessly connects the two platforms. With ZigiOps, there’s no need for complex manual data transfers or custom development. The platform ensures real-time, bidirectional synchronization, eliminating data silos and ensuring that both support and IT teams have the most up-to-date information at their fingertips. This automated data flow reduces the risk of errors, increases efficiency, and improves collaboration between teams. Moreover, ZigiOps’s scalability allows businesses to adapt the integration as their needs evolve, without the ongoing maintenance and technical expertise required by custom solutions. By streamlining workflows and automating data exchange, ZigiOps helps businesses deliver more consistent and responsive service, all while reducing operational overhead.

How Beneficial is the ServiceNow to Zendesk Support Integration?

The bi-directional ServiceNow integration to Zendesk Support enables seamless synchronization between the two platforms, automating key workflows and improving overall operational efficiency. For instance, when a new incident is logged in ServiceNow, a corresponding Zendesk Support ticket is automatically created, ensuring that all updates, comments, and statuses are synchronized in real-time across both systems. This bi-directional flow of information ensures that both IT and support teams remain aligned, providing faster and more effective resolutions to customer and IT issues.

Benefits of this Integration:

• Faster Issue Resolution: By automating the data exchange between ServiceNow and Zendesk Support, the integration speeds up issue resolution by ensuring both teams have instant access to the most up-to-date information, reducing delays caused by manual updates.

• Improved Visibility: The integration provides enhanced visibility into ticket statuses and IT processes, allowing support teams to track the progress of incidents and communicate effectively with customers.

• Reduced Manual Work: The integration eliminates the need for manual data entry and status updates between ServiceNow and Zendesk Support, significantly cutting down on human error and the time spent on repetitive tasks.

• Enhanced ROI: By streamlining workflows and boosting productivity, the ServiceNow to Zendesk integration delivers substantial return on investment, with many companies seeing a significant improvement in operational efficiency within the first year of implementation.

Create ServiceNow incident

• Poll Zendesk Support for new ticket every 30 seconds

• Transform and sync Zendesk Support ticket to ServiceNow incident

Update Zendesk Ticket

• Poll ServiceNow changes on incident on a few seconds time interval  

• Transform and sync ServiceNow incident updates to the Zendesk tickets

Close ServiceNow incident and the Zendesk Support ticket

• Poll the Zendesk Support ticket to check if it is closed

• Sync updates to ServiceNow incident and mark it as closed

Maximize the potential of your Zendesk Support and ServiceNow integration with the ZigiOps connector. Establish a secure, seamless connection between these two platforms to accelerate issue resolution, improve collaboration, and enhance overall operational efficiency. Don’t let disconnected systems slow down your workflow—integrate Zendesk Support and ServiceNow today for a more unified, streamlined process.