Notifying external targets

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45 Comments

  • Dwight Bussman
    Zendesk team member

    Hi Sergio,

    I know that Liquid markup has been used in other types of triggered notifications as described in this article. Perhaps a similar method could be employed when notifying a target?

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  • Sergio Anarte

    Superb Dwight, it works!!! Thank you!!!

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  • Tsuyoshi Yoshizawa

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

    I would like to hook the events.

    A user posted a same request here before.

    https://support.zendesk.com/hc/en-us/articles/203662136/comments/206311267

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  • Renato Matos

    I need to call an external API (using HTTP request) which requires header parameters. I don't find how to inform those parameters in the request, because all the parameters that I can inform are being sent in the URL.

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  • Sergio Anarte

    Could I use email/token:{{token_here}} notation for the targets created in the UI???

    Afaik, there's only option to put user&pwd.

    thank you

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  • Dwight Bussman
    Zendesk team member

    Hi @Sergio -

    It should definitely be possible to use the notation you mentioned in our targets. It'll look like this, with the token itself going into the password field: 

    That having been said, we don't generally recommend having your targets pointed at Zendesk endpoints. The biggest issues we've seen involve race conditions when a trigger/target attempts to update the same ticket on which the trigger is currently firing. Updating other objects (users/organizations) should be more reliable.

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  • Dwight Bussman
    Zendesk team member

    @Renato - unfortunately we don't allow you to send other header parameters to targets at this time. 

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  • Josh Einstein

    For those who are concerned about targets being deactivated due to failure and not being able to re-submit failed requests, my suggestion would be to decouple your webhook from Zendesk by using a message queue, such as Azure Event Grid or other type of cloud-based message queue. These services are designed to be highly available, so the likelihood of failure would be much lower. You would set up the target in Zendesk so that it posts to your message queue, and then that queue in turn pushes the message out to your webhook (or your application can pull from the queue) and you'll have much more flexibility over retry logic and time-to-live.

    This way, your external application can be taken offline or recover from failures without Zendesk knowing or caring that the message was ever processed.

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  • Brett Bowser
    Zendesk Community Team

    Appreciate you taking the time to share this with everyone Josh!

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  • Gasper Jubani

    Is there a way I can set to notify an email target with a plain text email?

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  • Brett Bowser
    Zendesk Community Team

    Hey Gasper,

    If you're using targets along with triggers to send out this email notification then you'd most likely need to alter your email template to get the notification to look how you want.

    Let me know if I'm misunderstanding your question.

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  • Patrick

    Is there any way set an agent's Zendesk Support Mobile app as a Target? I would like to be able to ping an agent's app with an automation to let them know that X ticket hasn't been updated in a set amount of time. We want agents to be reminded when a customer has failed to get back to us.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Patrick,

    There is not a way in Zendesk to specifically notify someone's mobile app. An automation could email them, and if they had notifications set up on their phone to let them know about that, this might be the best solution.

    I would recommend posting in our Product Feedback forum as well: https://support.zendesk.com/hc/en-us/community/topics/200132066-Feedback-on-Support

    This lets other users upvote your request and add onto it as well. I will flag this as product feedback as well on my own side so that it is reviewed by our team internally, but I think you have a really interesting idea here.

    Please let us know if we can assist further.

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  • Brett Bowser
    Zendesk Community Team

    Hi Merel,

    I actually created a tip that walks you through threading target responses into an existing ticket if that's what you're looking for. More information here: How to allow email target responses to thread into existing ticket

    Keep in mind that this is an unsupported workflow so if you run into any issues you'll want to troubleshoot on your end.

    I hope this helps!

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  • johanes kevin

    i have whatsapp account embeded in Zendesk, and every single inquiry comes from Whatsapp will create a ticket. i would like to trigger the message to our custom app to automate the responses to our consumer, as you may aware, the conversation will be updated and our custom app only need the latest message received from whatsapp and its ticket on Zendesk, do you know how to make it possible?

    Thank you before..

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