Sift + Zendesk
Create Pre-Categorised Zendesk Tickets from Every Submission
How it works
Sift extracts structured data from support forms — issue type, urgency, product area, customer details — and sends it via webhook. Zapier or Make creates a Zendesk ticket with the extracted fields mapped to ticket properties. Agents receive tickets that are already categorised, prioritised, and enriched with context, cutting triage time dramatically.
Setup guide
Set up a Zapier Zap or Make scenario with a webhook trigger connected to your Sift form.
Add a Zendesk 'Create Ticket' action step and connect your Zendesk instance.
Map Sift's extracted fields to Zendesk ticket fields — subject, description, priority, type, and custom fields.
Configure ticket assignment rules in Zendesk to route new tickets to the right group based on extracted category.
Test with a form submission and verify the ticket appears in your Zendesk queue with all fields populated.
Data mapping
| Sift Field | Zendesk Field | Description |
|---|---|---|
| extraction.issue_title | Zendesk: Subject | AI-generated concise subject line for the ticket, derived from the customer's description. |
| extraction.description | Zendesk: Description | Full extracted issue details including context, steps taken, and desired resolution. |
| extraction.urgency | Zendesk: Priority | AI-assessed urgency mapped to Zendesk priority levels (Urgent, High, Normal, Low). |
| extraction.category | Zendesk: Type / Tags | Extracted issue category applied as a ticket type or tags for routing and reporting. |
| extraction.email | Zendesk: Requester Email | Customer email used to match or create the Zendesk requester profile. |
Common use cases
- Replace your generic contact form with Sift: customers describe issues in their own words and Zendesk gets structured tickets with category, urgency, and product area pre-filled.
- Capture warranty claims: extract product name, purchase date, issue description, and proof of purchase into Zendesk tickets with custom fields for your claims team.
- Handle billing enquiries: Sift extracts account identifier, billing period, and issue type so agents can pull up the right account before even reading the ticket.
- Process return requests: extract order number, item, reason for return, and preferred resolution (refund/exchange) into structured tickets for your fulfilment team.
Frequently asked questions
Connect Sift to Zendesk
Set up in under 5 minutes with webhooks. No credit card required.
Start extracting data — free