Managing webhooks

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27 Comments

  • Christos

    Is it possible to manage/create webhooks via API? 

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  • Jacquelyn Brewer
    Zendesk Documentation Team

    Hi Chris. Yes, that's possible. Here's a link to the webhook API reference docs and the webhook developer tutorials.

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  • David Berumen

    it is possible to access bookmark resources in these webhooks?

     

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  • Dave Dyson

    Hi David, bookmarks can be created, deleted, or listed via the API: API - Bookmarks

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  • Joao Vieira

    The documentation available online states:

    You can use webhooks to pass information to third-party services and REST APIs that accept JSON, XML, or form-encoded content in HTTP requests. You can also use webhooks to pass URL parameters to any URL.

    Can you please explain how to pass URL parameters to any URL? As far as I can see, only the body of the webhook can be customized.

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  • Chris Sos
    Zendesk Product Manager

    Hi @...,

    You can put query parameters in the URL when you're defining the webhook. These query parameters can also contain Zendesk Trigger Placeholders to dynamically fill information.

    Hope this helps,

    Chris

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  • Nicholas Simmons

    Hi,

    Is it possible to receive alerts when Failed response statuses are returned to a webhook? Possible options- forward the failed payload to a different webhook, retrieve the last X number of failures for a webhook via some api GET request, or via any other automated process? 

    Thanks in advance! 

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Nicholas Simmons!

    Just like targets, webhooks have no notifications for individual failures; since there's no deactivation, there are no additional notifications. To see something like this, you would look at the API to check on recent requests and check for failures alike. As always, feel free to add any other questions, comments, or concerns in the meantime; we're always happy to help. Please feel free to also create a feedback post at Feedback - Admin Center. That way other end-users who are looking for this functionality can also weigh in on the conversation & share their use case. 

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  • Elizabeth Toy

    wanted to check/confirm something... if a webhook was created by user A, and then down the line user A is no longer an agent in Zendesk, does that webhook they created still remain?

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  • Chris Sos
    Zendesk Product Manager

    Hi Elizabeth Toy,

    That's correct. The webhooks will remain active regardless of the creating admin's status.

    Chris

    1
  • Carlos Cardona

    Hi,

    How do I pass a "HEADER" parameter to my endpoint using the webhook?   

    The API that I am posting (PUT) requires that I pass some parameters via the HEADER and not in the JSON Body.

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  • Phoebe Morin
    Zendesk Customer Care

    Hi Carlos, 

    Currently, custom header for Webhook is not supported. As we do not know the remote endpoint and we have no way of knowing what it requires, what syntax is need, format and we simply have no visibility.

    What we can suggest is that you replicate toward https://hookbin.com/ to see if the payload, headers of the call and information are well received in a public and not in restricted endpoint.

     
     
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  • S Shatheesh

    Hi,

    Is there a way to send new ticket comment through webhook.

    Currently I have to get the ticket id and then call get api to get the comments, if comment can be sent straight away I can avoid this 2 step process

    1
  • Justin H
    Zendesk Customer Care

    Hello S Shatheesh

    I have submitted a ticket on your behalf for our support team to further investigate. You should be receiving an email shortly for this. 

    1
  • Marco

    Hi,

    I use a trigger to invoke a WebHook.

    How do I access the request response values from (another) trigger? What I need is to extract something from the response payload (json format) and use it in a subsequent trigger.

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  • Dane
    Zendesk Engineering
    Hi Marco,
     
    You can find it on the actual JSON body of the trigger.
     

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  • Marco

    Hi Dane,

    My understanding is that the actual JSON body of the trigger (the one in the screenshot) is NOT a response payload, but the request payload.

    For example, I define a webhook (GET method) that is invoked by a trigger. An HTTP 200 response is returned, including its payload: how do i access it via trigger/automation?

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  • Dane
    Zendesk Engineering
    Hi Marco,
     
    Thank you for the clarification.
     
    Zendesk does not have a way to show the actual response payload on a ticket, trigger or automation.
     
    However, you can extract the actual JSON response by going directly to the webhook you have created and in Actions select Test webhook. This method will require you to designate the values of the endpoint that you have used.
     

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  • Maria mariais

    Hi! I Deleted a webhook by mistake. Is there any way I can restore it?

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  • Dane
    Zendesk Engineering
    Hi Maria,
     
    We don't have a feature that will allow you to restore deleted webhooks.
    0
  • Gulzar Shikalgar

    Hi Support, 

    Is there any timeline when feature 'Viewing a webhook's activity (beta)',  will be out of beta and go to stable/feature release?

     

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  • Roee Aizman

    I am not getting an organization custom filed filled by the webhoo.
    Only the standard fields are filled.

    The json includes:


        "organization": {
            "custom_fields": [
                {
                    "key": 107953418xxxxxx,
                    "value": "Hello"
                }
            ]
        }
    }

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  • Rosie B.
    Zendesk Customer Care
    Hi Roee,
     
    Apologies as you're not getting the organization custom field in Webhook. 
     
    I would like to get more of your use case to help you here. I'll go ahead and create a separate ticket on your behalf so I can get more account-specific details to troubleshoot this issue. You may expect an email shortly with the ticket information.
     
    Thank you. 
     
     
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  • Daniel Rafeedie

    After creating a webhook it seems that it must be connected to a trigger to fire. When creating the trigger it seems that you have to manually write the JSON to define which variables should pass with the trigger. Is it possible to skip this step with JSON to just pass all available fields? 

    1
  • Jacquelyn Brewer
    Zendesk Documentation Team

    Daniel Rafeedie The Request format that you specify when creating the webhook determines the structure of the request body you define in the trigger. If you select JSON, you'll indeed need to manually write the JSON request in the trigger action. However, if you select Form-encoded content, you'll be asked to provide URL parameters and values in the trigger actions. I hope this helps!

    1
  • Daniel Rafeedie

    Thanks Jacquelyn Brewer

     

    With the Form-encoded content, is it possible to pull custom fields from the organization attached to the ticket. For example, if the organization has a custom fields labeled "Organization_Service_Level" is there parameter like "Ticket.Organization.Organization_Service_Level" that we can enter to pull that custom field from the organization?

    1
  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Daniel! Yes, that is definitely possible to do, however if the main reason to use the form-encoded method is to avoid writing things manually, you'll find that this is going to be the same situation. Additionally, the issue with using URL params is that it is much more difficult to scale, as JSON is much easier to read than URL params. If you have other needs for form-encoded, then ignore that last bit, just wanted to make sure you weren't making more work down the road!

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