Notifying external targets

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34 Comments

  • Rene de Haas

    Adding slack would be nice to notify teams with certain triggers.

    1
  • Colin Froggatt

    Hi, we are currently implementing triggers to call back to our internal system to log ticket details. Our internal back end system is offline overnight so cannot accept updates from the trigger during those hours.

    the docs above state "Zendesk attempts to send the notification 10 times. If all attempts fail, the target is deactivated" - what is the timeframe / strategy used for the retries? Can this be modified? can triggers be scheduled only to fire during a given time frame?

    thanks, Colin

    0
  • James Peterson

    Hi Colin,

    The triggers fire in quick succession if they fail, and the functionality in this regard cannot be modified. Triggers can be set to fire after a specific event, so if your agents only made the event which triggered the notificiation during those hours, then the triggers would only fire during those hours. Lastly, these trigger conditions may interest you to control the time: Ticket: Within Business Hours? and Ticket Schedule: Is?. These will use the business hours set in the account. Please note that you must have business hours available in your plan to use these conditions.

    Sincerely,
    James Peterson

    0
  • Colin Froggatt

    Thanks for the speedy reply James. I've looked at those trigger conditions, and presumably that would stop the trigger firing outside of business hours (or the defined schedule)?

    Would there then be another way to pick up those ticket updates that were missed? Automations or is there some part of the web API that would allow us to poll for events that had not fired the trigger?

    0
  • Colin Piper

    I would perhaps use an automation with the same business hours logic. The automation will be attempted every hour and with a condition you can make this not execute outside of business hours.
    Note that you will be using a tag to nullify the automation conditions so you may need to clear the rag at sone stage also.

    1
  • James Peterson

    Hi Colin,

    Thinking about this a bit more, you could try using the triggers, and then tag the tickets if it is outside of business hours. Then, you could use an automation like Colin suggested to catch those tickets, checking for the tag which indicates the ticket update was missed.

    Cheers!

    0
  • Colin Froggatt

    James, Colin, thanks for the info. We are checking with the business owners about how critical this is. I can see we can make it pretty reliable, but there will always be the possibility to miss events. If they say they need them all we'll have to revert to a pull model using API.

    0
  • Paul Middleton

    Is there a plan to provide this support for Help Centre/Community posts?

    I'm trying to keep up-to-date with posts and updates on the Help Centre and community by posting updates to Slack.

    Thanks!

    0
  • Michael Carrabine

    If you are on Office 365, you can set up Inbox Rules to Forward to Text Message. So what we do to send SMS messages is:

    • Create a Zendesk Trigger
    1. Criteria: Whatever you want
    2. Action: Notification: Email User"
    3. Email Subject: Add some keyword, we use [ZDNotify]
    • Create an Office 365 Inbox Rule
    1. Criteria: the message includes specific words in the subject '[ZDNotify]'
    2. Do the following...: send a text message to '###-###-####'
    1
  • Daisuke Kashiwagi

    Hi, 

    > Zendesk Support attempts to send the notification 21 times. If all attempts fail, the target is deactivated.

    I don’t understand the meaning of this sentence. It seems very vague.

    What do you send 21 times? What does it mean "the notification" ?

    You retry sending the same request 21 times , or  21 is a threshold of sum of failed  requests ?

    And, what does “If all attempts fail” mean? Does failure involve HTTP 4xx response ? HTTP 5xx response? or other failures?

    0
  • Daniel Pawluk

    Daisuke,

    The terminology 'notify target' is used in triggers to select a target. "Notification" refers to the outgoing http request which is configured in the target. 21 is the threshold for consecutive target failures. If 21 consecutive requests are sent and the returned http response code is anything outside of the 2xx range the target will be deactivated and the owner will be notified of the deactivation. 

    Hopefully this helps answer your questions. Let me know if you have any follow-ups. Thanks!

    1
  • Daisuke Kashiwagi

    Hi Daniel,

    Your answer is really helpful for us.

    Thank you very much!

     

    0
  • Gabriela Chamorro

    Hi,

     

    Is it possible to have one target (email)with a set of different email addresses? So that I should not create 5 targets but just one with 5 addresses in it?

    or, is there already a solution like that one?

     

    I was thinking that maybe MailChimp but so far that is not working for us. 

     

    Thanks!

    2
  • Omair Ahmed

    Hi Gabriela, 

    Did you find any solution to your problem? I've tried semi-colon, commas blank space to separate the email addresses but seems like I cannot do this.

     

    Thanks,

     

    0
  • Diogo Maciel

    Hi Omair and Gabriela!

     

    At the moment we do not support multiple address in a single target. These need to be created in separate targets.

     

    I hope this helps!

    0
  • Dan Ross

    In the case of a target deactivation please consider sending the notification to all admins, not just the owner! We've had targets break and not be caught for days because the owner missed an email! All admins can access the extensions section, thus all admins can fix the problem!

    Thanks!

    1
  • Jon I.

    Daniel Pawluk , you should write that information in the guide. Thanks!

    0
  • Don Taylor

    Our external integration was deactivated.  When I try to "Test Target" I get an error message but don't know how to troubleshoot it.  The error message is:

    Error during transmission: HTTP client call failed

    0
  • Dan Ross

    Hey Don,

    We've had this happen before - targets are deactivated when they experience 21 consecutive failures.

    You can try to find out why they failed in the API settings of your account, under API->Target Failures. There might be more to the error there.

    Also make sure you're not using a transient service as the endpoint for your target, like requestb.in They will periodically deactivate over time and return failures.

    Otherwise, my best guess would be to double check your credentials and ensure you can reach the target via another source (such as your browser or a direct API/cURL call)

    0
  • Don Taylor

    Dan, thanks!!  This was exactly what I needed.

    0
  • Dwight Bussman

    HeyO Dan Ross (et al),

    Just a heads-up - the automatic deactivation of targets should now notify all admins as requested. This is mentioned in the above article, but I wanted to be sure you'd seen it!

    2
  • Dan Ross

    !!!

    Thanks very much Dwight, that's great news!

    0
  • Renan Leme

    I have one question about the tries that is made. If my target is automaticlly deactivated cuz my requests failed, when I activate it again, my failed requests will try again to send this data?

    I'm asking that because yesterday my Lambda function which receive all webhook requests failed, and when I looked at the Target Failures page, I could see all the errors which had 21 tries, after I fixed the function and reactivate the Lambda, all errors disappeared and I don't know it was sended again or just deleted.

     

    Thanks! :)

    0
  • Dwight Bussman

    Hi Renan,

    If a target making webhook requests has failed, the requests will not be automatically resent. It only attempts those requests once. In order to notify that other system, you would have to update the ticket again such that the target fires again.

    0
  • Renan Leme

    Hi Dwight! 

    Is there a better page where I can see all the failed requests?

    On this one: https://xxx.zendesk.com/agent/admin/api/target_failures I can see only the last ones...

    Thank you!

    0
  • Chang Lee

    Hi, I have a question on automatically disabled targets.

    Is there a quicker way to find out which trigger to audit that made a particular target become "disabled"? 

    We are trying to identifying why this target failed, but we have hundreds of triggers so I thought I'd ask if there was a less manual way to find what trigger this target was used for. 

    0
  • Grant Berridge

    Our webhook server is frequently offline for several hours or even days, during which time it's acceptable that we miss out on webhooks.

    When the server comes back online, I'd like it to start receiving webhooks again without having to get an admin to re-enable them in Zendesk.

    Is it possible to disable the "retry 21 times and then disable the target" behaviour? I don't mind if it never retries a failed webhook.

     

     

    0
  • Dwight Bussman

    HeyO Grant,

    Apologies for the confusion - this passage is somewhat misleading:

    Zendesk Support attempts to send the notification 21 times. If all attempts fail, the target is deactivated. 

    The target does not make multiple attempts for a single request, but rather disables automatically after 21 consecutive failures on 21 different requests. I will reach out to our documentation folks to see about revising the above lines to be clearer.

    To address your question, I don't believe there is currently a way to prevent targets from automatically de-activating based on these failures, but that's an interesting feature we could look into adding. In looking through our Product Feedback Forums I wasn't able to find an existing request similar to what you're after. I'd recommend posting therein so that other folks can vote in support of your idea to get it additional attention from our Product Managers.

    0
  • Grant Berridge

    Thanks @Dwight Bussman. I've added feedback as you suggested.

    Thanks also for clarifying the behaviour of the deactivation process.

    0
  • Sergio Anarte

    Hi guys,

    Is there any available function that we can use in the POST body within a Target? I mean, I need to pass some ticket fields through the target but I need to split few values using typicall substring() function, I cannot pass the values as they are.

    As far as I know, there's no option to use anything like this, but just wanted to double-check. Thanks!!

    0

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