The problem
Your support team uses Zendesk. Your engineering team uses GitHub Issues plus a GitHub Projects V2 board for roadmap planning. When a customer reports a real bug or asks for a feature, the typical flow looks like this:
- Support agent escalates the Zendesk ticket to engineering somehow (Slack, email, ticket assignment).
- An engineer manually creates a GitHub issue describing the problem.
- An engineer (or the eng lead, on Monday morning, when remembering to clean up) drags the new issue into the right Projects V2 board.
- An engineer (or no one, until someone notices on Friday) sets the project fields — status, priority, sprint, owner.
Roughly half the customer-driven issues end up never making it onto the board, because step 3 or 4 gets skipped. Your roadmap silently drifts out of sync with what customers are actually asking for. And you don't notice until the planning meeting where someone says "wait, why isn't the X bug on here?"
What Git-Zen does
Configure Git-Zen once in your Zendesk admin settings. After that:
- New issues land on your roadmap automatically. Set a default Projects V2 board in your Git-Zen settings — new issues created from Zendesk tickets are added to that board on creation.
- Project fields are set during creation. Status (e.g. "Triage"), custom single-select fields, priority — all configurable as defaults in Git-Zen, applied to every new issue without engineer intervention.
- Classic Projects still works. If your team hasn't migrated to Projects V2 yet, the legacy GitHub Projects integration continues to work with no changes.
- Per-role defaults. Different Zendesk agent roles can have different default Projects V2 boards or status values. Customer-success-driven issues land on the customer-facing roadmap; bug-report-driven issues land on the engineering bug board.
How to set it up (3 minutes)
Open Git-Zen settings in Zendesk
From any Zendesk ticket, open the Git-Zen sidebar and click the gear icon → Settings.
Pick your default Projects V2 board
In the Projects section, select the GitHub Projects V2 board where new issues should land. The dropdown lists every Projects V2 board your authenticated GitHub user can see.
Set default project field values
For each project field on your chosen board (Status, Priority, custom single-select fields), pick a default value. Git-Zen will apply these to every new issue.
Optional: set per-role defaults if different Zendesk roles should land issues with different defaults.
That's it. From the next Zendesk ticket onward, when an agent clicks "Create GitHub issue" in the Git-Zen sidebar, the new issue is created and placed on your roadmap with the right defaults. Engineers can still adjust everything after creation — this just gets the boring initial-state-setting out of the way.
Try Git-Zen for GitHub free
14-day free trial — no credit card required. Install from the Zendesk Marketplace.
Install Git-Zen for GitHubRelated
Git-Zen for GitHub overview → · GitHub Projects V2 docs → · Zendesk + Azure Boards → · Zendesk + GitLab Merge Requests →