Creating webhooks to interact with third-party systems

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  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    This announcement seems relevant to a lot of comments here:
    Announcing API key authentication and custom headers for webhooks

  • Andrew France

    Hi all


    I am new to webhooks, I can successfully send the json to a 3rd party system but my json file is empty. From the documentation it appears I need to add placeholders into the json format when creating the webhook. Am I correct in my thinking, if so what would an example look like?


  • Dane
    Zendesk Engineering
    Hi Andrew,

    This will entirely depend on the format of JSON will be accepted by it. As for slack the payload is like the payload below.
    "ticket_id": "{{}}",
    "status": "{{ticket.status}}",
    "updated_at": "{{ticket.updated_at_with_timestamp}}",
    "subdomain": "{{ticket.account}}",
    "ticket_latest_comment": "{{ticket.latest_comment}}",
    "updated_by": "{{}}"
  • Ankit Jain

    When devs/we read this or want to try out webhooks, devs don't have an HTTP endpoint to review incoming payloads from their instance of Zendesk. It takes some time to deploy an HTTP endpoint to inspect all types of incoming payloads. As zendesk is popular, the following information shall help fellow developers. For the authors, this suggestion should be moved to "Testing a webhook" section.


    Typically when you want to start with webhook developments, you would like to know some or all possible payloads that zendesk can send. You shall need an HTTP endpoint to capture and review these incoming payloads. I suggest some HTTP bin kind of tools which are very popular and handy to get started in no time.

    1. Beeceptor - - Gives you an HTTP domain that you can enter in Zendesk and start receiving payloads. Using its mock feature you can respond with custom payloads/failures as well. Quite handy to start webhook development

    2. RequestBIN - - Gives you an HTTP endpoint to capture any incoming request. It always send 200 OK status. 

  • Sharuk Ahmad

    Hi All - I am trying to setup a webhook to automatically CC one end user each time a ticket is submitted. My initial problem is that I keep getting the following msg each time I am trying to test the webhook. Any help would be appreciated.

    Response Body: {"error":"Couldn't authenticate you"}

    My current Webhook setup:

    Endpoint URL*:{{}}.json

    Request Method: PUT

    Request Format: JSON

    Authentication: Basic authentication

    Username: Token

    Password: API Token

    Note:  I created a new API Token for Webhook



  • Peter Hochstrasser


    The syntax for the Token is /token, not /API

  • Caroline Scott

    Can anyone on this thread help me with an issue? I have several teams who want to be able to create a chaser to LIGHT AGENTS (or any agent type). We have lots (1000s) of light agents and they do not log in to Zendesk to update tickets, they respond via email. Currently we cc them into a ticket to ask via internal notes for advice/information and we would like to be able automatically contact them to remind them to reply after so many days. We are moving to the Followers experience very soon so we will be using the followers field to contact them instead of the CC field. 

    I am not a developer, I do not have access to a developer, I also am not confident in using the API. I have raised this need with Zendesk several times now with no solution that I can implement easily.

  • Peter Hochstrasser

    Hi Caroline Scott

    It would be best if you find a way to do this in Zendesk using built-in functionality (Yes, that's me who uses lots of webhooks and API scripts to implement things Zendesk has "forgotten" to add for years).

    The main challenge here is that there's no functionality to send a mail TO the light agents instead of just CCing them (it doesn't matter if you're on Followers or not).

    Do you have numbers, e.g.,

    • how many tickets are open in your Zendesk instance, on average?
    • what percentage of these have light agents involved?
    • how many light agents are involved per ticket, on average?

    Depending on these numbers, 

    • if they are high (say, 1000's of tickets, 30% Light Agents involved, 2 LA's per Ticket) use a Zendesk-internal solution, i.e. a plugin or some clever triggers maybe even with Webhooks, such that the notifications are generated on the Zendesk servers.
    • if they are low, you can look at an outside-of-Zendesk solution, because neither the number of API requests nor the amount of data to be moved is critical.

    The API is pretty nice to use, but if you're on your own with no coding experience, you might want to look around for a partner who would be able to implement a solution for you. Usually, the Zendesk Reps are pretty helpful in that respect.

    Let me add a word of caution: You have a problem, and you need a solution. Therefore, try to sketch the solution as precisely as possible - otherwise, it's hard to get a good solution implemented within a reasonable timeframe and budget.



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