How to Send Closed Zendesk Ticket Summaries to Asana Automatically
by
Ryan ODonnell
Last updated:
October 15, 2025
When your support team closes a ticket in Zendesk, valuable insights often get buried in lengthy conversation threads. Your project teams need to know what happened, what was resolved, and what patterns are emerging, but nobody has time to read through every support interaction.
Most companies handle this with weekly reports or manual updates that arrive too late to be useful. Support managers copy and paste ticket details into project management tools, while team leads hunt through Zendesk for context about customer issues that might affect their work.
The disconnect between support data and project planning creates blind spots that hurt both customer satisfaction and internal coordination. You can bridge this gap by automatically generating concise ticket summaries and delivering them exactly where your teams already work.
TL;DR: Skip the setup
Get started in minutes with this pre-built workflow template:
MESA Template ID
send-zendesk-summaries-asana
Topics:
Step-by-step guide: How to automatically send closed Zendesk ticket summaries to Asana
Time needed: 10 minutes
This workflow monitors your Zendesk support tickets and creates organized task summaries in Asana whenever tickets are marked as closed, helping your team stay informed without manually reviewing lengthy support threads.
Set up the Zendesk Ticket Status Updated trigger
Configure MESA to monitor when ticket statuses change in your Zendesk account. This trigger will activate the workflow whenever any ticket status is updated, serving as the starting point for the automation.
Retrieve the updated ticket details
The workflow fetches information about the ticket that triggered the automation, including ticket ID, status, recipient email, and last updated timestamp. This data will be used in subsequent steps to determine if further action is needed.
Filter for closed tickets only
Add a filter condition that checks if the ticket status equals “closed.” This ensures the workflow only continues processing for tickets that have been resolved and closed, preventing unnecessary actions on tickets that are still pending.
Collect all ticket comments
Retrieve the complete list of comments and messages from the closed ticket thread. This step gathers all the conversation history between customers and support agents that will be processed by the AI summarization tools.
Loop through comment content
Create a Loop > Map step that processes each comment in the ticket thread and extracts the message body text. This step organizes all the conversation content into a format that can be easily processed by the AI summarization steps.
Generate a descriptive title
Use AI to analyze the conversation thread and create a clear title that captures the issue’s essence. The AI will avoid technical jargon and focus on creating human-readable titles like “Login Issue Resolved After Basic Troubleshooting.”
Create an intelligent summary
Deploy a second AI prompt to generate a concise summary of the support thread that includes the customer’s problem, their experience or sentiment, resolution status, and the solution provided. This summary will be formatted for easy reading by your team.
Create the Asana task
Generate a new task in your specified Asana workspace and project using the AI-generated title as the task name. The task notes will include the AI summary, original ticket number, customer email, and the date the ticket was last updated.
Turn On and run your workflow
Turn on your workflow and manually close a test Zendesk ticket to verify that the automation creates the expected Asana task with proper formatting and all required information before letting it run automatically.
Ready to automate your support’s follow-up process?
This template is configured and ready to deploy right now.
MESA Template ID
send-zendesk-summaries-asana
Tips on optimizing your Zendesk to Asana automation
1. Filter tickets by priority before creating summaries
You don’t need every minor ticket cluttering your Asana workspace. Set up your automation to only process high or urgent priority tickets, or filter by specific ticket types that require team awareness. This keeps your project management clean while ensuring critical customer issues get the attention they deserve.
2. Customize summary fields based on your team’s needs
Your marketing team cares about different ticket details than your product team. Configure your automation to pull specific fields like customer tier, product area, or resolution time depending on which Asana project receives the summary. A bug report summary might include steps to reproduce, while a feature request summary focuses on customer feedback and use cases.
3. Use AI to create concise, actionable summaries
Raw ticket data can be overwhelming and hard to parse quickly. Leverage AI summarization to transform lengthy customer conversations into clear, digestible summaries that highlight key issues, solutions implemented, and any follow-up actions needed. This saves your team time while providing better context than just copying ticket fields.
4. Create different automation workflows for different ticket categories
Not all closed tickets need the same treatment. Set up separate automations for bug reports (which might create tasks in your development project), feature requests (which could feed your product roadmap), and customer feedback (which might update your customer success project). This targeted approach ensures information lands exactly where it’s most valuable.
Related:
How ShopPad Saved Time by Using AI for Support Insights
Reasons to automate Zendesk ticket summaries to Asana
Keep others in the loop without drowning them in details
Other teams need to know what customers are saying, but they don’t need to read every single support ticket. Automated summaries let them spot patterns and prioritize feature requests without getting lost in the weeds of individual customer conversations.
Create accountability for follow-up actions
When support tickets close, the work isn’t always done. Maybe you promised a customer you’d consider their feature request, or there’s a bug that needs attention. Automatically creating Asana tasks ensures nothing falls through the cracks between your support and development teams.
Build a searchable knowledge base of customer issues
Raw Zendesk tickets are hard to search and analyze at scale. By summarizing key issues in Asana, you create a filterable, taggable database that reveals which problems come up most often and which customers are affected by specific issues.
Stop playing telephone between support and project teams
Support agents shouldn’t have to remember to manually update project managers about every important ticket. This automation eliminates the “Did anyone tell the dev team about that bug?” conversations and ensures consistent communication flow.
Track resolution patterns without diving into ticket details
When you need to report on support trends to leadership, you want summaries, not 500-word ticket transcripts. Automated summaries in Asana give you clean data points that are easy to analyze and present in executive reports.
Maintain context when tickets bounce between departments
Complex customer issues often involve multiple teams. Instead of forwarding email chains or expecting everyone to log into Zendesk, you can automatically create Asana tasks that capture the essential context each team needs.
Frequently asked questions
How do I automatically send Zendesk ticket summaries to Asana?
You can set up an automation workflow that triggers when tickets are marked as closed in Zendesk. The workflow extracts key ticket information—like subject, resolution details, customer feedback, and agent notes—then formats this data into a comprehensive summary and creates a new task in your designated Asana project. With MESA, you can configure this entire process through a visual workflow builder without writing any code, ensuring your project teams stay informed about customer issues without manual copy-pasting.
Can I use AI to summarize Zendesk tickets before sending to Asana?
Yes, you can integrate AI summarization into your automation workflow using MESA’s AI capabilities powered by Yedric. The AI analyzes the full ticket conversation thread, customer interactions, and resolution details to create concise, actionable summaries. This means instead of dumping raw ticket data into Asana, your team receives intelligently condensed insights that highlight the most important information—customer pain points, resolution steps taken, and any follow-up actions needed.
What information should be included in automated ticket summaries?
Effective automated ticket summaries should include the ticket ID and subject line, customer information and priority level, a concise description of the issue, key steps taken to resolve the problem, final resolution or outcome, customer satisfaction score (if available), and any follow-up actions or escalations needed. You can customize which fields get pulled from Zendesk based on your team’s specific needs—some prefer brief overviews while others want detailed interaction logs.
What are the benefits of automating support ticket summaries?
Automating ticket summaries eliminates the time-consuming task of manually reviewing and sharing support issues with your team. Your product and development teams gain instant visibility into customer feedback and recurring issues without having to log into Zendesk. This creates better alignment between support and product development, helps identify patterns in customer problems, and ensures nothing falls through the cracks. You’ll also reduce the risk of human error in transferring information and free up your support team to focus on helping customers instead of writing status updates.
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