Creating webhooks with the HTTP target

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45 Comments

  • Nicole - Community Manager
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    Hi Nivi -

    There is not as triggers don't have a relationship with Guide actions; triggers only work from ticket properties in Support.

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  • Konstantin Petrov
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    Hello! Will this webhooks work with https or they are http only?

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  • Brett - Community Manager
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    Hi Konstantin,

    Https targets should work as well when creating a webhook. If you run into any issues let us know!

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  • lamps
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    Hi,

      Can I, an end-user, create a  webhook to notify me when a new article is created in a certain section of the Help Centre please? Thanks.

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  • Devan La Spisa
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    Hello Lamps,

    Setting up what you described is a possibility, and I've gone ahead and linked an article that goes in depth on how to begin tackling this request. Let us know if you need any further assistance.

    Creating Webhooks with the HTTP Target

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  • lamps
    Comment actions Permalink

    Thanks Devan, but I'm not sure I understand what you mean. The link you gave is exactly this article which I commented on. It introduces the webhook setup from the admin's point of view, but what I would like to do is to set up a webhook as an end or anonymous user, to notify me as soon as an article is created in a certain section of the knowledge base.

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  • Devan La Spisa
    Comment actions Permalink

    Hello Lamps,

    Sorry about linking you back to this article that was a mislink on our end. So regarding what you are describing you actually should be able to follow the sections of your KB that you want to keep track of and it should alert you when a new article is created. 

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  • lamps
    Comment actions Permalink

    Thanks again Devan, I have followed the section, but the notifications do not seem to be instant - they tend to arrive a few minutes after the creation of the article. Is this normal?

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  • Paige Rideout
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    In my Slack channel, I can create a Zendesk ticket using the Slack shortcut ( /zendesk create_ticket) and it works as expected. Once I have created a ticket, I can see the ticket id, description, assignee, description in my channel.

    Once the ticket moves through the ticketing cycle (status changes to pending, solved, etc.) I am no longer able to see the status of my ticket in the channel. Is there a way for me to create a ticket in a Slack channel and see when that ticket's status has been changed?

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  • Devan La Spisa
    Comment actions Permalink

    Hello Paige,

    So there are a few variables that might be causing this disconnect in Slack which could require a bit more troubleshooting than is efficient via the forums. I've gone ahead and created a ticket on your behalf so one of our talented Advocates can work through this with you.  

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  • Conza
    Comment actions Permalink

    Hi team,

    Have setup triggers for urgent escalations (e.g. order cancellation etc.) with the idea it sends to the team Slack channel (instead of sitting in unassigned tickets for awhile).

    Does anyone have any JSON examples of what they use? Template? 

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  • Dan Ross
    Comment actions Permalink

    Hey Conza,

    There's a great tutorial on setting this up here

    Once you setup the HTTP target to Slack, you could use something like this as the payload for the target in Zendesk. You could use this as an action for an automation for something like watching of critical tickets that remain unassigned for X time.

    {  
    "channel": "CHANNELNAME",
    "icon_emoji": ":YOUREMOJI:",
    "username": "BOTNAME",


    "attachments":
    [
    {
    "fallback":"You have a reply on ticket #{{ticket.id}}({{ticket.title}}!",
    "pretext": "You have a reply on ticket #{{ticket.id}}({{ticket.title}}!",
    "title": "Click To Open Ticket",
    "title_link": "{{ticket.link}}",
    "color": "green",

    "fields": [
    {
    "title": "Status",
    "value": "{{ticket.status}}",
    "short": true
    },
    {
    "title": "Ticket Subject",
    "value": "{{ticket.title}}",
    "short": true
    },
    {
    "title": "Assignee",
    "value": "{{ticket.assignee.name}}",
    "short": true
    },
    {
    "title": "Team",
    "value": "{{ticket.group.name}}",
    "short": true
    }


    ]
    }
    ]
    }

    Hope that helps!

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  • Ashwin
    Comment actions Permalink

    We are using Zendesk to post release notes for our application and would like to get notified in our application when new articles are published.

    I've read about the webhooks supported by Zendesk and they seem to relate to the ticketing system. Does this functionality extend to the article system as well?

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  • Dan Ross
    Comment actions Permalink

    Hi Ashwin,

    HTTP targets only apply to the ticketing side, not to the article management side. I'd suggest creating a post in the Product Feedback section for Guide. I'd definitely vote for this kind of feature.

     

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  • Ashwin
    Comment actions Permalink

    Hi Dan,

    It looks like similar requests have been made before and the product management team has not prioritized the work for a year+. So, I doubt another request is going to bump up the priority and I don't want to wait for months (or years) for this feature to be implemented.

    I've identified an alternative to this that I'll implement myself.

    ~Ashwin

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