monday.com is a team management platform designed to connect people to processes while creating an environment of transparency in business.
Using this integration, you can automatically transform Zendesk tickets into engineering tasks, keep track of progress from one place, notify team members on changes or delays and update your users directly from monday.com.
monday.com and Zendesk integration helps you sync your customer facing communication on one place. Send relevant accounts to the sales team and create tickets for the support team directly from within monday.com to make sure your users and prospects are getting the best service and experience.
The app does the basic automations and you are able to create recipes. However, it's not a tightly knit app and you are not able to sync comments, view monday.com items inside the Zendesk app nor are you able to create new items manually from Zendesk. A better alternative seems to be this - https://www.zendesk.com/in/marketplace/apps/support/1089784/mondaycom-by-strivelabsai/ which does bring in a complete integration feeling.
Not sure if it's been updated since previous reviewers, but we're using this integration successfully for several use cases - primarily handoffs, but also some two way syncing, adding internal notes/updating custom fields in Zendesk and adding updates syncing columns in monday.com. We have workflows that generate tickets in Zendesk based on status changes in monday.com and others that create items on boards in monday.com - which use automations to spin up boards from templates to kick off new implementations. These two tools together provide a solid combination for support teams who need to collaborate with account management, managed/professional services, cross-functional internal teams and keep everyone focused on their own primary workstreams.
As per anonymous, the integration is simply useless. Not only Zendesk > Monday is lacking features, but also Monday > Zendesk is just as bad. If we add an integration in Monday to create a ticket in Zendesk, there is no reference to the ticket ID or URL in the item that generated the ticket. In return, we can't keep track of the ticket status when it changes in Zendesk to update to Monday.
One of the lowest quality integration we tested. When we need to send a ticket to Monday (for example we had 2-3 communications with customer and now we need to send ticket to Monday for next department to take over) in this case the only thing that will be brought to Monday is 1st (initial) comment/email and it will stop there. Till now we found it not to be really useful as integration. Missing Zendesk widget as well which makes it super hard to follow progress from Zendesk. Items that go to Monday dont have a proper name and there is no option to add custom comments from Zendesk, so if we wanna send something to monday from zendesk, after ticket is summited to Monday agent still needs to go to Monday to add information's. Which makes this integration as useless as they come. Monday should look at competition and what they have done with tickets and widgets in Zendesk platform and learn from them. Till then this is useless
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