Manage device returns with GroWrk + Zendesk

IT teams often rely on Zendesk to handle service tickets, while GroWrk manages device logistics, such as maintenance and recovery. With this integration, you can bridge the gap by initiating Collect for Maintenance orders directly from Zendesk, without needing to switch platforms.

Before getting started, make sure your GroWrk account has admin permissions to enable integrations. Once connected, your team can generate orders from Zendesk and automatically track their progress from within each ticket.

Some of the key benefits of this integration include:

• Faster service workflows: No need to jump between platforms—trigger orders from the ticket you're already working in
  
  
• Real-time ticket updates: GroWrk automatically adds status tags so your team always knows what’s happening
  
  
• Fewer manual errors: Standardized ticket formatting reduces mistakes and speeds up resolution

Getting started with Zendesk-integrated order management

To enable Collect for Maintenance requests from Zendesk, you’ll need to connect your accounts, create API keys, and set up a webhook. Once it’s live, your team can generate collection orders without ever leaving the support queue.

What you’ll need

• A Zendesk account with admin privileges
• A GroWrk account with integration access permissions
• An API token for Zendesk and a GroWrk API key to enable webhook functionality

How to set it up

1. Start in GroWrk

• Go to the Integrations tab
• Search for Zendesk and click Get Started
• Create an API token in Zendesk

2. Log in to your Zendesk Admin Center

• Navigate to Settings → Zendesk API
• Enable token access using the toggle
• Click Add API token and save it securely

3. Connect your credentials in GroWrk

• Return to the GroWrk Integration Setup page
• Enter your Zendesk credentials and API token
• Click Set Up

4. Create a GroWrk API key

• In your GroWrk dashboard, go to the Developers tab
• Click Create API Key
• Select the permission: api.orders.create
• Click Confirm

5. Set up a webhook in Zendesk

• Go to Admin Center → Webhooks → Create Webhook
• Choose Zendesk events as the trigger method
• In the dropdown, select the following ticket events:
  • Tags changed
  • Comment created

• Click Next
• Fill in the following fields:
  • Authentication: API key
  • Header name: apiKey
    Endpoint URL: https://io.growrk.com/api/webhooks/zendesk/ticket-order-event
• Click Create webhook

Your webhook is now active.

Creating an order from a Zendesk ticket

Once the integration is live, creating a Collect for Maintenance order is easy:

• Create a new ticket in your Zendesk board
• In the ticket body, include:
  
  • Type: Collect for Maintenance
  • SN: [Serial numbers] — for multiple devices, separate with commas
  • Notes: (optional) Add location or context for the pickup

• Add the tag: growrk
  
• Click Submit as New to trigger the webhook

GroWrk will process the order and update the ticket with a confirmation tag.

Tracking order status in Zendesk

Once submitted, tickets update in real time to reflect the order's progress:

Resolving a failed ticket

If your ticket shows the order-failed tag:

• Check the latest comment for the failure reason (e.g., missing data)
• Fix the issue in the ticket body
• Remove the order-failed tag
• Click Submit as Open to reprocess the order

If successful, the ticket will be updated with the order-created tag.

Optimize your device return workflows with GroWrk

Integrating GroWrk with Zendesk enables IT teams to process device returns more efficiently, with fewer errors and reduced coordination. Whether you're handling maintenance pickups or offboarding logistics, GroWrk brings automation and visibility to every step of the process.

With GroWrk and Zendesk working together, you can:

• Standardize device collection requests from support tickets.
• Eliminate back-and-forth between IT and support teams.
• Keep your recovery workflows running smoothly, even at scale.

To see how GroWrk can simplify your device operations, book a demo. Our team will show you how to streamline your support workflows from ticket to doorstep.