Project Snapshot

Business need: Connect a public multi-category enquiry form to an existing Zendesk support workflow while reducing unnecessary duplicate records.

My role: Built the WordPress-side integration, including form-data preparation, field mapping and create-or-update rules.

Scope: Contact Form 7 · conditional fields · file uploads · custom PHP · WordPress hooks · Zendesk REST API · standard and custom-field mapping

The Problem

The form supported several enquiry types, each with different fields and supporting information. Because submissions entered an existing support process, the website could not create a new Zendesk record for every submission.

The integration needed to prepare the submitted data, check for an appropriate existing record, update it when applicable and create a new record only when required.

What I Built

• Connected Contact Form 7 submissions to custom PHP using WordPress hooks
• Prepared and mapped form values into Zendesk fields
• Used the Zendesk REST API to search, create and update support records
• Applied conditional handling for different enquiry paths and supporting files
• Prevented automatic updates when a submission did not produce a clear match
• Tested form variations, API responses and exception cases before release

Workflow

1. Receive and validate the form submission.
2. Prepare the required data.
3. Check for an appropriate existing record.