There are three main approaches to integrating Fragment into your workflow, depending on whether you want to use Fragment as the primary source of truth for your tickets or synchronize with an existing ticketing system.
ScenarioMethodDescription
Already have ticket-like objectsSynced tasksMap your tickets to Fragment tasks.
No objects to sync, only eventsNative tasksCreate tasks on Fragment when events occur.
Zero-code setupManual task creationUse Fragment’s UI for task creation.

​
Guidelines

Try to design your integration so that processes can evolve with minimal engineering help.
TL;DR:
  • Push all available metadata to Fragment
  • Let Fragment handle ticketing (queues, assignees, etc.)
Push all available metadata For example, suppose tasks may be created with a country field. Even if unused at first, the requirements might change later and require to route tasks from different countries to different teams. If you pushed the country field since day one, the Ops team can simply update the queues directly in Fragment without requiring engineering help. Let Fragment handle ticketing (queues, assignees, etc.) It might be tempting to push queue or assignee information directly when creating the task. However, if the requirements change later, engineering time will be required. Instead, push metadata that enables Fragment’s workflows to route the task to the right team. Fragment workflows can be updated in minutes by non-technical team members.

​
1. Synced tasks

You already have a ticket-like objects (Zendesk, Jira, internal back office, etc.)
In this scenario, your integration maintains an up-to-date 1:1 mapping between Fragment and your existing tickets. Benefits:
  • Retain control over the ground truth
  • Clear 1:1 mapping between Fragment and your existing system
See Sync with existing objects for more details.

​
2. Native tasks

You don’t have ticket-like objects in your system.
In this scenario, your integration reacts to some events in your system and creates tasks on Fragment. For example, when a user is created in your system, you create a task on Fragment. Benefits:
  • Offload complexity of ticket management to Fragment
  • No data duplication
  • Clear separation of concerns
See Trigger task upserts for more details.

​
3. Manual task creation

Zero-code setup, use the Fragment UI to create tasks.
In this scenario, you have either limited engineering resources or the trigger is almost always a button click by your operators. Fragment lets you create custom task creation forms that you can share with your team. Benefits:
  • No development required
  • Quick setup for teams without technical resources
  • Built-in form validation and UI
Sometimes, a custom form link embedded in your back-office is all the integration you need.
See Manual task creation for more details.