Hitchwell setup guide

Hitchwell links Zendesk tickets to ClickUp tasks: create a task from a ticket, link existing tasks, see their live status, assignees and comments in the ticket sidebar, comment in ClickUp from the ticket, and log status changes on the ticket.

Connect ClickUp

1. Pick the ClickUp user Hitchwell acts as. Tasks are created and comments posted as this user. A shared user (for example "Zendesk") that's a member of the spaces support files tasks in keeps it tidy; each comment still names the agent who wrote it.
2. Signed in as that user: avatar > Settings > Apps > API Token > Generate, then Copy. The token starts with pk_ and doesn't expire until someone regenerates it.
3. In Zendesk Admin Center > Apps and integrations > Zendesk Support apps > Hitchwell, paste it into ClickUp API token and save. Zendesk keeps it as a secure setting: agents never see it, and Zendesk only sends it to api.clickup.com.

Settings

Using it

• Create task: pick the list, name it, choose assignees, priority, due date and the list's custom fields, tick the ticket comments to include, and review. Nothing is sent until you click Create task on the review step. The task gets the ticket link, your summary and the chosen comments; Hitchwell links it to the ticket and adds an internal note.
• Add a subtask: open a linked task and click Add a subtask. It goes in the same list.
• Link existing task: paste the task link, the id, or the custom id. Hitchwell shows the task, then links it after you confirm. Tick "Also post a comment" to leave the ticket link on the task.
• Comment in ClickUp: open a linked task, write, review, post. The comment starts with your name and the ticket number; an internal note records it on the ticket.
• Status changes: when a linked task's status differs from the one last logged on the ticket, the sidebar shows it at the top. Log on the ticket adds one internal note and updates the tags. hitchwell_linked is on every ticket with a linked task; hitchwell_tasks_done is added when every linked task is done or closed, so your views can list tickets whose tasks are finished.
• Unlink: removes the link and adds an internal note. The task in ClickUp is not changed.

How updates reach Zendesk

Hitchwell runs only in the agent's browser and has no server, so ClickUp can't notify it. Linked tasks are read from ClickUp each time the sidebar opens or someone clicks Refresh, and a status change is written to the ticket when that agent confirms it.

Limits

• Up to 20 linked tasks per ticket. Saved tickets only.
• Custom fields Hitchwell fills in: dropdown, labels, short and long text, number, money, date, checkbox, email, website, phone and rating. Others (people, relationships, formulas, attachments, locations, progress) are set in ClickUp; a list that requires one of them can't be used from Hitchwell until the field is made optional.
• Attachments are added as links, not copied. They open for people signed in to your Zendesk.
• ClickUp allows 100 requests a minute per token on most plans. A sidebar load uses 1 request per linked task; the create form uses a few more.

Data

Hitchwell reads the ticket you're on, its comments when you create a task, and your agent count. It sends to ClickUp only what an agent confirms. Linked task ids and their last logged status live in a hidden ticket field, "Hitchwell: linked tasks (managed by the app)", created at install. Uninstalling removes that field and the list of links; notes, tags and ClickUp stay as they are. Great Work receives nothing. Full details: https://greatwork.company/apps/hitchwell/privacy

Help

hello@greatwork.company. A person replies within one business day. Send the ticket number and the Ref hw-... at the end of the task description, never customer data or the token.