Blog Article

How to Integrate ServiceNow with Zendesk?


Samarpit
By Samarpit | Last Updated on February 13th, 2025 7:57 am

Servicenow and Zendesk are both popular platforms that are designed to streamline service management and provide robust customer support, which enables the users to efficiently handle inquiries and client requests. Each provides an excellent ticketing system to manage issues, support multiple communication channels, reporting, and analytics tools.

Servicenow is particularly used by large business firms to manage their IT services and workflows, offering a range of customization and automation for complex processes. It is primarily used for IT service management, enterprise service management, and business process automation.

Zendesk, on the other hand, focuses more on providing efficient customer service and support, and tools for handling customer interactions across various communication channels like email or chat. It provides an easy-to-use interface, making it ideal for businesses of all sizes.

ConnectWise is a great software for businesses, especially when integrated with ServiceNow. Here, you can learn how to create ServiceNow and ConnectWise integration.

This article highlights some of the popular integrations and provides you with a step-by-step guide to get started on your own ServiceNow and Zendesk integration.

What are ServiceNow Integrations?

ServiceNow Integrations enable users to connect ServiceNow with other software to further enhance its features and functionalities, helping businesses automate their daily repetitive tasks. Through such integrations, users can ensure seamless data synchronization, enhance collaboration, and increase productivity in operations.

ServiceNow integrates with a range of third-party applications to enhance workflow automation, improve customer and user experience, and foster innovations. It also allows smooth integrations through Integration Hub, which is a Now platform that connects ServiceNow with other platforms, reducing costs, complexities, and risks in operations by simplifying process automation throughout the organization.

What are Zendesk Integrations?

Zendesk integrations allow users to connect Zendesk’s customer support tools with other software and platforms. This enables them to enjoy Zendesk’s functionality within other apps, enhancing the efficiency of processes and ensuring faster and better resolutions.

These integrations streamline workflows and communications by centralizing customer data, thus eliminating the need for switching between applications and saving valuable time. They automate tasks like ticket generation and updates, reducing response time by providing centralized access to customer information for multiple users.

This allows businesses to achieve improved customer satisfaction, cost reduction, and a more cohesive customer support system.

ConnectWise is a great software for businesses, especially when integrated with Zendesk. Here, you can learn how to create a ConnectWise and Zendesk integration.

How to Integrate ServiceNow with Zendesk?

To provide a basic understanding of the process of integrating ServiceNow and Zendesk, we will take an example: when a new record is created on your ServiceNow platform containing necessary information, and you want that simultaneously, a new ticket gets generated in your Zendesk to establish coordination and collaboration within teams and departments in real-time. To create this connection, you need to integrate ServiceNow with Zendesk to streamline your workflow. Now, let’s look at the steps to integrate the two platforms:

  1. Visit Appy Pie Homepage

  2. homepage

    Visit Appy Pie Automate’s Website to discover the Connects you can make to automate your workflow for seamless operations.

  3. Log in/Sign up

  4. login

    After exploring the homepage, log in to your Appy Pie Automate account to create a Connect or sign up if you do not have an account.

  5. Create a Connect

  6. create a connect

    After logging in, users will be directed to the dashboard, where they can simply click the “Create a Connect” button to start the process of integrating the two applications.

  7. Select the Trigger App

  8. trigger app

    Now, search “ServiceNow” in the search bar to select it as the Trigger Application.

  9. Select the Trigger Event

  10. trigger event

    After selecting the Trigger app, select the Trigger Event. Select “New Record” mentioned in the option box. This will be triggered whenever a new record is created. Further, click “Continue.”

  11. Connect Your ServiceNow Account

  12. link servicenow

    Next, connect your ServiceNow account by simply clicking on the “Connect Your Account” button. If you already have a connected account, select that account by clicking on it.


    continue

    Fill in the necessary information, and then select “Yes, Continue” to move forward with the Connect.

  13. Set up Trigger Event

  14. set trigger

    Select the desired table from the “Table” field, then select “Continue and Run Test.”

  15. Test

  16. recheck data

    You can see the recent records of your ServiceNow account to ensure that your Connect is triggering from the correct, selected data.

  17. Select the Action App

  18. action app

    Select the Action app. Choose “Zendesk” as your Action app to create a ticket whenever a new record is created in the ServiceNow interface.

  19. Select an Action Event

  20. event

    Next, select the Action Event. In this case, select “Create a Ticket.” Then click “Continue.”

  21. Connect Zendesk Account

  22. zendesk account

    Connect your Zendesk account by entering your Zendesk account in the “Enter Zendesk Account” field and filling in the required details in the “Agent Email” and “API Token” fields. Then click on “Yes, Continue.”

  23. Set up an Action Event

  24. set up

    After adding the account, set up the options by filling in the “Required” fields according to your needs.

  25. Apps Connected

  26. success

    After completing the above steps, your ServiceNow and Zendesk will be connected. You can either further edit the Connect or move to the dashboard. You can also check the status of your Connect.

  27. Result

  28. result

    This shows the execution of the Connect that you made. When a new record is created in ServiceNow, a simultaneous ticket is generated in the Zendesk platform.

This process enables users to effectively connect their ServiceNow software with Zendesk. Users can automate ticket generation, streamline workflow, and foster better collaboration, leading to reduced errors and enhanced productivity. Whenever a new record is created in ServiceNow, it will create a new ticket in Zendesk, automating the workflow.

Other ServiceNow Integrations

Here are some of the popular ServiceNow integrations:

  1. ServiceNow and Salesforce Integration
  2. ServiceNow and Salesforce integrations enable users to connect their ServiceNow platform with Salesforce software. This streamlines workflows by allowing seamless data sharing between the two platforms, reducing manual data entry, and enhancing operational efficiency.

    This integration boosts customer service as information from both platforms is easily available, allowing for faster issue resolution and robust customer support. This data provides a holistic view of customer interactions and IT service operations, supporting better and informed decision-making. Such integrations save valuable time and boost the productivity of work processes.

  3. ServiceNow and Teams Integration
  4. Integrating ServiceNow with Teams allows users to connect their ServiceNow software with their Microsoft Teams account quickly and easily. This fosters collaboration and enhances efficiency by combining IT service management into relevant Teams environments.

    It enables users to create and access ServiceNow tickets directly within Teams channels, streamlining reporting and tracking. Such an integration facilitates quick and effective communications and ticket resolution as teams can collaborate and discuss problems in real time. Centralizing information within Teams eliminates the need for switching between applications, saving time and cost, and providing more effective solutions.

  5. ServiceNow and Jira Integration
  6. ServiceNow and Jira integration offers key advantages by connecting IT service management with agile project management software, enhancing efficiency and boosting collaboration. This integration streamlines tickets and customer data so that work items from Jira can be automatically updated in ServiceNow.

    Such integrations reduce the need for manual data entry and keep IT and product development teams aligned on the priority of operations. This speeds up problem resolution and provides better insights into project progress. It helps achieve higher productivity, better tracking of projects, and informed decisions based on reliable information.

  7. ServiceNow and Azure DevOps Integration
  8. ServiceNow integration with Azure DevOps bridges IT service management processes with development operations, streamlining operations and ensuring workflow efficiency. This integration enables tickets to be automatically synced with development operations, reducing manual data entry and ensuring data consistency.

    It allows IT and development departments to collaborate and discuss issues in real time, speeding up the issue resolution process and aligning development processes. Such integration links incidents and updates in ServiceNow to Azure DevOps work items, enhancing visibility into project insights and allowing better tracking and prioritization. Overall, it simplifies operations, enhances productivity, and enables teams to deliver faster and more reliable updates.

  9. Okta and ServiceNow Integration
  10. Integrating ServiceNow with Okta enhances security and efficiency by automating user account management. This simplifies creating and removing user access, ensuring employees have the correct permissions based on their roles, and reduces the risk of security breaches.

    This integration connects ServiceNow’s IT management with Okta’s single sign-on and multi-factor authentication, making application access for users secure and safe. It improves security, streamlines workflows, and enhances the user experience by simplifying access to services, thus improving productivity, reducing response times, and providing more timely and personalized solutions to user needs.

Other Zendesk Integrations

Here are some popular Zendesk integrations:

  1. Zendesk and Salesforce Integration
  2. Integrating Zendesk with Salesforce enhances customer service and sales efficiency by allowing smooth data transfer between the two platforms. It allows support agents to access customer information and case history directly within Zendesk, while sales teams can view support interactions in Salesforce.

    This integration fosters better collaboration as teams have complete access to customer interactions, leading to more personalized support and marketing, ultimately boosting sales. It streamlines workflows, enhances communication between support and sales teams, and improves the overall customer experience.

  3. Zendesk and Slack Integration
  4. Zendesk and Slack integration fosters collaboration and boosts customer service efficiency by ensuring seamless communication and updates within Slack environments. This allows support agents to directly receive and update Zendesk tickets within Slack channels, reducing response time and enhancing customer service.

    It also enables real-time notifications and updates, keeping teams informed about ticket activities and customer interactions in one place, eliminating the need for switching between applications. Centralizing communication and streamlining workflows ensures consistency and faster issue resolution, leading to higher productivity and a better customer experience.

  5. Zendesk and Freshdesk Integration
  6. Zendesk and Freshdesk integration enhances customer support by combining the strengths of the two help desk platforms. This allows support agents to manage and respond to tickets from both platforms seamlessly, improving efficiency and reducing response time.

    It enables users to access customer information and case history for tickets, ensuring informed and robust customer support. This integration streamlines workflows by eliminating manual data entry, saving time, and fostering better coordination and collaboration among teams. Overall, this integration simplifies operations, enhances team efficiency, and ensures a more cohesive support experience for customers.

  7. Zendesk and Shopify Integration
  8. Zendesk and Shopify integration enhances the customer support experience by consolidating e-commerce functionalities with help desk features. This allows teams direct access to Shopify order details, customer interactions, and purchase history within Zendesk, enabling seamless data flow between the two platforms.

    This integration automates ticket creation and updates based on user activities on the Shopify platform, streamlining workflows and reducing response time. By aligning e-commerce and customer support operations, businesses can provide more personalized customer support and resolve issues quickly, ultimately ensuring customer retention and loyalty.

  9. Zendesk and Teams Integration
  10. Zendesk and Teams integration enhances team collaboration and customer support efficiency by enabling agents to access and manage Zendesk tickets directly within the Teams environment. This streamlines communication and reduces response times, providing better results.

    Through this integration, agents can resolve customer queries in real-time without switching between applications, improving productivity and reducing manual errors. It centralizes information and updates within Teams channels, keeping everyone informed about ticket statuses and customer interactions. Overall, it simplifies operations, fosters better collaboration, and ensures a more integrated approach to customer support and services.

Above integrations showcase the potential and benefits of combining ServiceNow and Zendesk with other renowned software, enjoying their functionalities within the workspace, and enhancing the efficiency of various processes and overall user experience.

Conclusion

To conclude, ServiceNow and Zendesk integrations provide a range of benefits such as workflow automation, better collaboration, and coordination among teams in real-time, and streamlined information flow between the two platforms.

Connecting these two platforms allows businesses to effectively integrate IT management with customer support, boosting the productivity and efficiency of team operations. Businesses can leverage the benefits of such integrations within their workspace in alignment with their operational goals to ensure growth and success.

Related Articles