Maintenance planning with custom objects & scripting

Recurring maintenance tasks can be efficiently automated – especially with Zendesk. In this example, we demonstrate how Custom Objects and a daily script can be utilized to automate maintenance processes and assign service providers directly within Zendesk.

Why automate maintenance processes?

In many organizations, maintenance schedules for equipment are still tracked manually – in Excel sheets, calendar reminders, or through individual responsibility. This creates risks:

• Maintenance deadlines are overlooked

• Service providers need to be researched and contacted each time

• Processes are difficult to track and not scalable

An automated workflow can provide real relief here, especially across multiple sites or when managing a large number of assets.

Implementation with Zendesk Custom Objects and scripting

Our solution is based on Zendesk Custom Objects for structured management of assets (e.g., air conditioning units). For each object, information such as location, service provider, maintenance interval, and last service date is stored.

A daily script automatically checks whether maintenance is due. If so, the system generates a ticket directly for the responsible service provider – including location information and asset details.

Optionally, an automatic reminder can be triggered if the ticket has not been processed after a set period of time.

Result

• Maintenance processes are now fully automated

• Time savings: no more manual tracking

• Transparency: every step is documented in the system

• Scalability: works reliably even across many sites or assets

• Reliability: maintenance is carried out on schedule

Conclusion

Maintenance processes can be automated efficiently with Zendesk when the right functions are applied in a targeted way. This use case demonstrates how Custom Objects, automations, and scripting work together to reduce manual effort and ensure greater reliability in day-to-day operations.

Planning something similar?

We’d be happy to show you how maintenance – or other internal processes – can be automated effectively with Zendesk -  Get in touch!