New support tickets are routed to the right owner without manual triage. Requests in Zendesk go to the Pipedrive person owner based on email. Great for teams that want sales and support to act as one.

A schedule runs every five minutes and reads the last run time to pull only new Zendesk tickets. For each ticket, the requester email is looked up in Pipedrive to find the person and their owner, and the owner profile is fetched from the Pipedrive users endpoint. The flow also loads all Zendesk agents and admins and then matches the Pipedrive owner email with a Zendesk user email to identify the right assignee. If no match is found or the person does not exist in Pipedrive, a clear note is added so the team can follow up fast.

You need active accounts for Zendesk and Pipedrive plus API access. In the owner info step, set your Pipedrive domain so the URL points to your account, and make sure agent emails match across both systems. Expect a large drop in manual routing and faster first replies for known customers, since only new tickets are processed each run.

• Scheduled trigger runs every five minutes to check for new tickets
• Pulls Zendesk tickets created after the last execution to avoid repeats
• Fetches requester details from Zendesk to get a clean email and id
• Searches Pipedrive for the person by email and returns the owner
• Gets Pipedrive owner details using the users API endpoint
• Lists all Zendesk agents and admins to build a match list
• Matches Pipedrive owner email to a Zendesk user email
• Updates the Zendesk ticket assignee to the matched agent
• Adds an internal note when the requester is not found in Pipedrive
• Saves a new last execution timestamp for the next run

• Reduce manual triage from 60 minutes a day to under 5 minutes
• Improve first response time by up to 30 minutes for known customers
• Connect Zendesk and Pipedrive so data moves without copy paste
• Cut routing errors by 90 percent with email based matching
• Scale easily with a run every five minutes as volume grows
• Keep agents focused while assignments are handled automatically

1. Import the template into n8n: Create a new workflow in n8n > Click the three dots menu > Select 'Import from File' > Choose the downloaded JSON file.
2. You will need accounts with Zendesk and Pipedrive. See the Tools Required section above for links to create accounts with these services.
3. Open any Zendesk node in the workflow, click Credential to connect with, choose Create new credential, then follow the on screen steps to connect your Zendesk account. Use your Zendesk subdomain and either OAuth or an API token.
4. Open any Pipedrive node, click Credential to connect with, choose Create new credential, then follow the on screen steps to connect your Pipedrive account. Use OAuth or an API token from the Pipedrive API page.
5. Open Get tickets created after last execution and select your Zendesk credential. Keep the query so only tickets created after the stored time are pulled.
6. Open Get owner information of Pipedrive contact and replace the domain in the URL with your Pipedrive company domain. Confirm the node uses your Pipedrive credential.
7. Open Search requester in pipedrive and confirm your Pipedrive credential is selected and the search term is the requester email.
8. Open Get agents and admins, select your Zendesk credential, and confirm the role filter includes agent and admin.
9. Check the merge nodes to ensure the owner email from Pipedrive will match a Zendesk agent email. Make sure user emails are the same in both systems.
10. Create a test ticket in Zendesk using an email that exists as a person in Pipedrive. Click Execute Workflow in n8n to run a test.
11. Verify the ticket assignee changed to the mapped agent. If not found, confirm a note was added. Review Execution logs for any credential or domain errors.
12. Turn on the workflow and confirm the schedule is every five minutes. Monitor the first few runs to ensure only new tickets are processed.
13. If no assignments occur, check that the Pipedrive URL domain is correct, credentials are authorized, and agent emails match across Zendesk and Pipedrive.