Pleexy creates tasks in your Microsoft To Do from your tickets in Zendesk. Pleexy can synchronize due dates, and automatically complete Zendesk tickets when you complete tasks in your To Do.
💡 NOTE: Pleexy syncs Zendesk support & ticketing. Zendesk for sales is not supported
After you connect Zendesk as a source service, you can customize your Zendesk and To Do integration exactly the way you want. First, navigate to the page where you can change settings:
From the Pleexy dashboard, inside the Zendesk card, click Details.
Click Edit settings.
On this page, you can customize the connection's name. You can also adjust the settings for Source, Destination, Tasks, and Actions. Let’s walk through your options for each.
Source settings
Source settings let you configure how Pleexy searches for tickets in Zendesk. You have two options: Pick tickets or Advanced mode.
Pick tickets allows you to filter tickets by organizations, type, statuses, assigned to, and last update.
Organizations: Click the drop-down menu to select the organizations Pleexy should search for tickets. If you don't select specific organizations, Pleexy will search all organizations.
Type: Click the drop-down menu to select the type of tickets Pleexy should search for within the organizations you selected.
Statuses: Click the drop-down menu to specify which ticket statuses Pleexy should search. If you don’t specify a ticket status, Pleexy will search for all ticket statuses.
Assigned to: Click the drop-down menu to specify whose tickets Pleexy should search. If you don’t specify whose tickets Pleexy should search, Pleexy will search for tickets assigned to anyone in your groups.
Last update: Pleexy can ignore Zendesk tickets that you consider out-of-date. For example, if you enter ‘60,’ Pleexy will ignore Zendesk tickets that haven’t been updated in the last 60 days. The default is 45 days.
Pleexy combines your settings for these five filters. For example, if you select the organization "Project X Support," select "problem" tickets with "pending" status, specify your own tickets, and enter 30 days, Pleexy will search for tickets that meet all five requirements:
Located in organization Project X Support
+ "Problem" type tickets
+ "Pending" status
+ Assigned to you
+ Updated less than 30 days ago
Advanced mode is for expert Zendesk users who want to use pre-defined Zendesk views. You can use the advanced views you have set up in Zendesk to tailor which tickets Pleexy creates as tasks in your To Do.
Destination settings
Destination settings define how Pleexy creates tasks in your To Do. Click the drop-down menu to select the To Do project to use.
Note: If you want Pleexy to create tasks in a new To Do project, log in to your To Do and create the new project there. Back in your Pleexy settings, in the project drop-down menu, click Refresh to update the list of projects.
Task settings
In the Task settings, you can specify how Pleexy creates, names, and synchronizes tasks and task attributes.
Under Task title template, use macros to customize how Pleexy names your tasks. For Zendesk integrations, eight elements are available for task names: {subject}, {type}, {assignee}, {due_at}, {priority}, {organization}, {status}, and {group}.
As you change your task title template, Pleexy shows how your changes will look in a live example under the template field. You can combine the macro elements however you want, as long as you get the formatting correct. Here are some ideas:
{subject} from {organization}: {due_at}
{organization} - {status}: {subject}
Note: If you manually edit a task title in To Do, Pleexy won’t update or change your edited title.
Next, you can toggle-on two synchronization options:
Set task's due date according to ticket's due date: syncs the To Do task's due date with the due date specified for the Zendesk ticket.
Set task's priority according to priority of the tickets: syncs the To Do task's priority with the priority specified for the Zendesk ticket.
Action settings
Actions settings let you control what Pleexy will do when you change, complete, or delete tickets in Zendesk or tasks in To Do: on both sides of the integration.
First, tell Pleexy what should happen in To Do when you delete a ticket in Zendesk. Click the drop-down to select one option:
Delete corresponding task: Pleexy will delete the corresponding task in To Do
Do not touch task: Pleexy will leave the corresponding task in To Do
Second, specify what should happen in To Do when you solve a ticket in Zendesk. Click the drop-down menu to select one option:
Complete corresponding task: Pleexy will mark the corresponding task as complete in To Do
Do not touch task: Pleexy will not mark the corresponding task as complete in To Do
Third, tell Pleexy what should happen in Zendesk when you complete a task in To Do. Click the drop-down menu to select one option:
Do not touch ticket: Pleexy will not mark the corresponding ticket as complete in Zendesk
Solve corresponding ticket: Pleexy will mark the corresponding ticket as solved in Zendesk
Apply macro and solve ticket: Pleexy will apply the Zendesk macro you specify and mark the corresponding ticket as solved in Zendesk
Now you know all about your options for integrating Zendesk with your To Do! Remember to scroll down and click Save changes when you’re finished customizing.