Notifying external targets

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41 Comments

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

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

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  • Josh Einstein
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    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 - Community Manager
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    Appreciate you taking the time to share this with everyone Josh!

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

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  • Brett - Community Manager
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    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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