Configure the Connection in Visual Mode for Zendesk

    Configure the Sync (Scope)

    1. Click Configure Sync to start configuring the connection.

    You can also configure an existing connection by navigating to the Connections tab in the Exalate Admin console. Then click the Edit Connection icon in front of the Connection name.    

    2. Select Project on both sides.
    Select the projects you want to use for the Connection, at both ends.

    Note: Projects are not applicable to Zendesk in which case only the Filter Entities screen is visible.

    3. Click Filter entities (Optional)
    With this option, you can decide what information is synchronized.

    Set the Filters

    You can also choose to have multiple filter options.

    Filter example:

    Status = Open, Hold
    Type = Task
    Priority = Urgent

    In this case, the following combinations are synced:

    • Task with the Open status and Urgent priority
    • Task with the Hold status and Urgent priority

    4. Set the Sync Method

    This option allows you to decide how information must be synced between the task management systems. You can choose from the following options:

    • Manual: The issue is synchronized manually.
    • Automatic: The issue is synchronized automatically based on the entities you have filtered in the previous step.
    • Disabled: The synchronization is disabled.

    The arrows indicate the direction of the synchronization.

    5. Click Next to configure the field mappings.  

    Add the Field Mappings (Rules)

    Rules denote the mapping between different entities and decide what is synchronized. There are predefined default mappings for basic fields in every Visual mode Connection.

    You can access these mappings by clicking Next after configuring the sync. The Rules section consists of these mappings.

    Note: The above is just an example of mapping. The actual mappings will depend on the platforms under sync.

    The top bar displays the local instance's short name and the remote instance's short name. These are the names you provided while setting up a connection.

    It also has a Sync direction. The arrows indicate the direction, whether uni or bi-directional. You can choose to Expand all or Collapse all the mappings. 

    You can Edit connection or Delete mapping . You can also drag and drop them, up or down to re-prioritize.

    Edit Mappings

    For instance, if you want to edit the Tags ↔ Labels mapping, click the Edit mapping icon.

    An Edit mapping dialog box opens.

    Select the new fields to be mapped on both sides from the drop-down list. You can also edit the Sync direction. Sync direction allows you to control your sync in a specific direction, where the arrows indicate the direction. 

    Delete Mappings

    You can delete a specific mapping if you don't need it. 

    Clicking the trash icon opens up a prompt to confirm you want to delete the mapping. Click Delete to confirm the deletion. 

    Add New Mappings 

    To add a new mapping, click the Add mapping button.

    An Add mapping dialog box opens.

    Select the required fields at both ends from a drop-down list. You can choose to keep the Sync direction as it is by default or edit it. Sync direction allows you to control your sync in a specific direction, where the arrows indicate the direction.

    You can add sub-mappings by clicking the plus icon.

    You can also specify what to do if the selected values do not match.

    If no matching value is found you can choose to: 


    If the value doesn't exist

    Set a default value
    Fields are set to a default value you specify
    Report an error
    An error appears & is displayed on the Errors tab. The synchronization is blocked in this case. 
    Do nothing
    The values stay the same

    Save the changes whenever you are done. 

    Custom field mappings

    When you set up a Visual mode connection, Exalate fetches some of the custom fields for you. These are available through a drop-down list while adding a mapping. 

    If you don't find the custom field, there is always an option to add Scripts

    The following are the supported custom field types:


    • Jira Cloud: Text Field (multi-line), Text Field (single line)
    • ADO: Text (single line), Text (multiple lines)
    • Zendesk: Text, Multi-line, Date, Number, Decimal


    • Jira Cloud: Radio Buttons, Select List (single choice)
    • ADO: Picklist (string), Picklist (integer)
    • Zendesk: Drop-down


    • Jira Cloud, on-prem: User Picker (single user)
    • ADO: Identity
    • Zendesk: - Not supported

    Add Scripts for Advanced Configuration (Optional)

    For advanced synchronization use cases, you can add Groovy Scripts to your Visual mode Connection. 

    To do so, click the arrow on the Add Mapping button. Select Add Script.

    There is a default Script in the dialog box. You can edit it or simply delete the entire Script to start writing from scratch. Click Save when you finish adding the Scripts. 

    Script Syntax: 

    As a general rule of thumb, the Scripts follow the following syntax:

    your_instance_shortname.issue.customFields."your custom field name".value = remote.issue.customFields."remote custom field name".value


    1. your_instance_shortname is the source instance. 

    2. remote_instance_shortname is the destination instance. 

    These are the names you provided while setting up the Connection.

    3. This is followed by other issue properties, each separated with a "." operator. 

    Publish the Changes 

    To save the changes made to the Scope and Rules section and apply them to the Connection you have created, click Publish

    Note: You can also use these hotkeys to publish a connection:

    • Ctrl+S on Windows or Linux
    • Cmd+S on Mac

    Note: Configuration changes made to the Connection is applied on the next synchronization.

    What's Next?

    Options you can consider next: 

    • If you have chosen to automatically start the synchronization in the Sync Scope, sit back and relax! Entities are synchronized based on the Scope Rules you have set. 
    • But if you want to set up an advanced automatic synchronization you can do so with Triggers.
    • You can also read the Visual mode configuration guides.