Notifying external targets

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12 Comments

  • The Original DKNY

    Hello can you (zendesk) that payloads sent via the HTTP target is encrypted (HTTPS) or not encrypted (docs do not mention https so assumed plan text).

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  • Daniel Pawluk
    Zendesk Developer Advocacy

    @...

    As long as your target url is specified using https:// the HTTP target will use https:// & encrypt. While http:// will work we don't recommend using it except for maybe testing placeholder content (lorem ipsum, etc) to make sure your payload looks okay. In any production scenerio https:// should be used. I hope that helps, I'll file a ticket with the docs team to add some more context to the documentation. 

    Cheers!

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  • Daniel Prouty

    Hello,

    Can you notify a distribution list by adding it as an email target?

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  • Dane
    Zendesk Engineering
    Hi Daniel,
     
    Yes, I have tested it on my end and it went through without any issue.
    0
  • Stephen Skobel

    Is it possible to have these notifications get triggered to a chat within Microsoft Teams?

     

    1
  • Dane
    Zendesk Engineering
    Hi Stephen,
     
    Instead of targets, you can utilize web-hooks instead. Microsoft teams have their own incoming web-hook that you can be used in Zendesk to send notifications. Unfortunately, we can't support you on how to set it up. 
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  • Sunburst Support

    I've been trying to use a Target to send ticket data to Zapier. Everything seems to be working okay because when I test the webhook trigger in Zapier, the data is coming through. However, in Zendesk, when I check the Targets page, it shows 0 successful sends. It also doesn't show any errors on the Target Failures page for that target.

    I'm asking about this because Zapier isn't able to parse the data I'm sending, so I'm wondering if there is a formatting error. Is there a way for me to check the data being sent to the target? The fact that it says "0 successful sends" makes me wonder if I'm doing something wrong.

    The target is a POST method, and the trigger I have is sending the following message:

    {
        "name": "{{ticket.requester.name}}",
        "email": "{{ticket.requester.email}}",
        "code": "{{ticket.ticket_field_32449767}}",
        "title": "{{ticket.title}}",
        "district": "{{ticket.ticket_field_23788466}}",
        "message": "{{ticket.latest_public_comment_html}}"
    }

    Will the receiving webhook see that as JSON data?

    Thanks for any insight.

    Steve

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  • Hiedi Kysther
    Zendesk Customer Care

    Hi Sunburst Support

    Thanks for bringing this to our attention. To better assist you with your concern, I have created a ticket on your behalf. One of our Advocates will reach out to you to troubleshoot this issue further. 

    Have a great day! Thanks! 

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  • Chris Gregory

    Hello,

    When creating a url target, is it possible to authenticate the call through OAUTH at all? There are two fields for credentials in that target type. Is the API key supposed to go in the password field?

     

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Chris Gregory

    I don't believe there's an option to use OAuth within Targets. As an alternative, I recommend looking into our Webhooks feature which allows for Bearer (OAuth) authentication as documented here

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  • Efrat Barak Zadok

    I would like to change the email subject to a target that is using the email method - how can I do that?
    In case I decide to do it via Webhook - what is the recommended way to do that?

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  • David

    Hi Efrat, 

    To change the email subject for a target in Zendesk that uses the email method, follow these steps. 

    Changing Email Subject for an Email Target:

    1. Navigate to Admin Settings: Log in to your Zendesk account and go to the Admin settings (usually a gear icon).

    2. Targets and Extensions: Look for the "Extensions" section under "Settings" or directly find "Targets" depending on your Zendesk version. Click on it.

    3. Edit the Email Target: Find the email target you want to modify and click to edit it.

    4. Subject Line Configuration: In the target's settings, you should see an option to configure the subject line of the email sent by this target. If you're using Zendesk triggers or automations to send emails via this target, you might need to adjust the subject line in those specific trigger or automation settings instead.

      • For triggers and automations, navigate to the respective section under "Business Rules".
      • Edit the trigger or automation that uses the email target.
      • Look for the action that sends the email and adjust the subject line there.

    Using a Webhook for More Flexibility:

    If the direct email method doesn't offer the customization you need, or if you decide to use a webhook for more flexibility, here's a recommended way to proceed:

    1. Create a Webhook: Go to the "Extensions" section under "Admin settings", and select "Add Target" > "HTTP Target". This allows you to define a webhook.

    2. Webhook Configuration:

      • URL: Specify the URL of the server that will handle the request.
      • Method: Usually, "POST" is used.
      • Content Type: Typically, "JSON" is used for modern webhooks.
      • Body: Here, you can customize the payload sent to your webhook. You can include Zendesk placeholders like {{ticket.title}} or custom text to dynamically change the email subject or content based on ticket details.
    3. Security: Ensure you implement authentication and encryption as needed to secure your webhook communication.

    4. Use Triggers or Automations to Call the Webhook: Just like with email targets, you'll configure a trigger or automation in Zendesk to call this webhook. Instead of sending an email directly, the action will be to notify the webhook target.

    5. Handle the Request on Your Server: Your server or the service handling the webhook needs to be configured to receive the JSON payload, process it according to your logic (e.g., customizing the email subject), and then send the email through your email server or an email service provider like SendGrid, Mailgun, etc.

    This approach with a webhook gives you greater control over the email content and allows for more complex logic than might be possible directly within Zendesk's email target configuration. 

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