Example: Integrating the HTTP Target with Slack

Slack is a popular team collaboration product. Zendesk doesn’t have a built-in Slack Target, and in the past this would make it difficult for a business to send  messages into Slack. In this example we will show how to use the new URL Target to send comments from newly rated tickets directly into Slack by integrating directly into a Slack channel using Slack's incoming webhooks.

Setting up the HTTP Target

Let’s assume you have already created an incoming webhook in Slack.

To create your target in Zendesk Support

1. As a Zendesk admin, navigate to Settings > Extensions > add target.
2. Click HTTP Target.
3. Configure the target to integrate with Slack’s incoming webhook functionality.
   When a webhook is configured in Slack, it will generate a webhook URL that receives new POST requests from your Target, as shown below.
   
4. Configure your webhook to use this URL. Since Slack does not require basic authentication, leave the username and password fields empty.
   
5. Save the target.
   You’re now ready to configure a trigger notification using this Target.

Configuring the HTTP target as a trigger action

Now you need to configure your HTTP target as a trigger action.

To set up your trigger in Zendesk Support

1. As a Zendesk admin, navigate to Settings > Business Rules > Triggers.
   In this example, we’ll configure a Trigger to send information about a customer satisfaction rating into Slack whenever a ticket is solved.
2. Configure your Trigger conditions to notify your new Slack Target whenever a ticket is solved and Satisfaction is rated with a comment.
   

   

   

   The Trigger action should contain JSON formatted content according to Slack's documentation.
   { "text": "You received some feedback from {{ticket.requester.name}} on :\n{{satisfaction.current_comment}}" }
3. Save your trigger.

Now, newly rated tickets will send notifications into your Slack channel directly from Zendesk.