Creating webhooks in Admin Center

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47 Comments

  • Ronald McClung

    What can I do with the Webhook Response Body that is returned?  Can I access it from within a trigger?  Or does that have to be done in code?

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  • Ronald

    @Timothy Schauder

    You are my hero! Thank you for providing the format for basic auth with token to Zendesk's own API. This was driving me crazy trying to figure this out!

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  • Alex C

    Hi, hoping someone can help me here. I'm looking for the appropriate placeholders for {{assignee_id}} and {{satisfaction_rating}} for a json trigger that is notifying an active webhook (that is known to be working).

    The end goal is to add a tag to the ticket made up of the agent's ID+rating, so if a ticket is rated several times, we can capture what rating goes to each agent, versus automatically assigning the satisfaction rating of the ticket to the last agent that touched it.

    The json I'm using (that is not working -.-) is:

    {

        "ticket": {
        "additional_tags": ["csat_{{assignee_id}}_{{satisfaction_rating}}"],
            "id": "{{ticket.id}}" 
        }
    }

     

    The tag I'd want added is something like csat_1234355_bad

    As you can see, it's not catching the placeholders, only adding the csat and underscores. And second issue would be that it's not adding it to tags. I don't know if it won't add it because it knows the tag created is not what was requested, so it doesn't send it over to the ticket, but I'd be surprised if it did do that. 

    Note: I was able to use a similar json and trigger with the same webhook to add assignee name to a text field when the ticket changes group (to track number of escalations per agents), but using the placeholder {{current_user.email}}. In all the documentation I find, I can't find that placeholder (I keep using variations of that placeholder because it works, but can't recall where it came from initially). I don't know what the assignee ID and ticket rating counterparts of that placeholder would be. Does anyone know? Any help would be appreciated! 

    I've seen these articles:

    Edit: Just found that "additional_tags" is for the endpoint "tickets/update_many.json", and the webhook i'm currently using has endpoint "tickets/{{ticket.id}}". So that might be the issue, haven't created new webhook yet....but still don't know the right placeholders. 

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  • Dave Dyson
    Zendesk Community Manager
    HI Alexandra,
     
    For the assignee id, you'd use /1263082116169 (see Zendesk Support placeholders reference for more info on placeholders). However, there isn't a placeholder that simply provides "good" or "bad" as text (there is one that would provide "Good, I am satisfied" (for example), but I think that would be more than you're looking for. As a workaround, you could create two copies of this trigger, one for Good (and Good with comment) ratings, and another for Bad/Bad with comment ratings, and hardcode "good" or "bad" into the string yourself.
     
    Although I hear your trigger/webhook combo is working, I do have to provide the caveat that updating triggers this way can be unreliable: see Can I use a trigger and a webhook to update tickets?
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  • Alex C

    Dave Dyson thank you! That article provides the placeholders I needed (I used ticket.assignee.id for my purposes). I continue unable to update the tickets with the update-many endpoint. However, it all works with the tickets/{ticket.id} endpoint. The problem is it replaces all ticket tags with the one we're adding, which is what I did not want to do. So I'll continue messing around with this, but REALLY appreciate the correct placeholder article!

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  • Venkata Subbareddy

    Webhooks targets - What max no of webhooks are allowed in LIVE?

     

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  • Julien POIROT MCC

    Is there a way to handle status codes, like 4xx or 5xx responses ?

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  • Dane
    Zendesk Engineering
    Hi Venkata,
     
    There's no documented limit for the number of web-hooks you can created. However, it is advisable to always check the API rate limit of the web-hooks that will be utilized. For Zendesk API rate limits, please refer to Usage Limits.
     
    @Julien,
     
    The only natively available option is to see the status of each call. You can go to each web-hook and click the activity tab.
     

     
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  • Prakash Sati

    Hi All,

    i am trying to create a webhook with end point url as https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (i replaced your domain with our subdomain) however it returns with an error 

    If someone can help please!

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  • Jacob Christensen
    Community Moderator

    Hi Prakash,
    What is the error you're seeing?

    Could be a number of things, are you authenticating the call?
    https://support.zendesk.com/hc/en-us/articles/4408839108378?page=2#topic_qbn_v4w_dpb

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  • Maik Künnemann

    If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Maik Künnemann

    You'll want to share this feedback in our Feedback on the ticketing system (Support) topic since that is actively being monitored by our Product Managers. That doesn't guarantee that you'll receive a response but we do monitor and follow up with users as we have information to share. 

    Let me know if you have another questions for me in the meantime. 

    Cheers!

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  • Otto Lindqvist

    I was investigating creating threads from new tickets to our other internal system. However this requires data to be in form-data format. Is this something that I can do in ¨Webhooks?

    Also, can I pick up values from the response of internal system such as the ticket number of the internal system which is returned when submitting this call?

    I need to post this type of request to the internal system and pick up the response below to ticket fields.

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  • Ronald

    Otto Lindqvist I'm hoping we see an answer to your questions! I think according to this article you should be able to do both. But I have no idea how and I've previously run into similar challenges when doing external chat bot integrations.

    For the form-data, I think this part of the article makes it sound like you can send form-data in a webhook:

    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.

    As for receiving the returned values and updating a ticket's custom fields. This sentence from the article makes it sound like that should be possible:

    Webhooks are important because they are the means by which triggers and automations can result in actions based on the HTTP responses from third-party services.

    I'm sure I don't fully understand everything because I would not know how to send form data in a webhook and don't know how to make Zendesk do anything with the response from an external system. 🤔 Maybe I don't understand what you want to do or maybe I'm misinterpreting the article. 

    The only way I would currently be able to accomplish something like this would be to send the ticket ID to the other system and then have the other system make a separate call to Zendesk using that Ticket ID to put the two values into the custom fields of that associated Ticket ID. 

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  • Otto Lindqvist

    Thanks for the reply Ronald

    What you quoted from the docs is excactly what I read and understood also. However I could not find documentation about that how to use those features, especially the latter.

    But after commenting and continuying reading the docs I came to conclusion that webhooks wont work in my case anyways because of the custom header issue already discussed in this article earlier. So I'll need to find some integrator for this, I already tried Zapier but didnt get the results I was looking for.

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  • Aurimas Baltik

    Any documentation of how the response body received from the GET method webhook can be accessed and used? Can it be used to update values of the specific tickets?

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  • Dane
    Zendesk Engineering
    Hi Aurimas,
     
    Unfortunately, there's none (at least in Zendesk). This workflow will require you to leverage your own/third-party app that will parse the data from using GET then update the ticket using the Update Ticket API.
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