Feature request: Webhooks

8 Comments

  • Joseph McCarron
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    Hi Daniel,

    Thanks for sharing your feedback. Which Zendesk resources are you trying to keep in sync? We do currently have HTTP Targets which are webhooks that are fired by Triggers on Tickets.

    We're also in the planning stages for some more extensive webhooks across various resources. Knowing which resources you're after will help with prioritization.

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  • Daniel Mittelman
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    We're currently using the API to sync the following resources: tickets, ticket events, ticket comments and agents activity.

    It's fortunate to hear there's a webhook currently in place for tickets, however we need webhooks for all the aforementioned resources in order to be able to replace our polling service (maybe apart from the last one).
     
    Thanks,
    Daniel
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  • Joseph McCarron
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    Daniel,

    Using HTTP Targets with Triggers will allow you to receive a request whenever a ticket is updated. This includes all ticket events and comments.

    This will not cover agent activity however. What type of activity are you trying to track? You may be able to do what you need with a custom Zendesk App that makes a request out to your service when agents take certain actions in the web UI.

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  • Dov Cohn
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    We would like a webhook to update us on User account changes.

    We maintain our own user database and want to keep that in sync with ZenDesk.

    So, for example, if an end user is Created on ZD, notify our system that there is a new End User account.

     

     

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  • Bob Brown
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    Hi Joe,

    I'm looking into something similar - can you clarify please what you mean by the webhook not covering agent activity? I think my requirements will be covered by ticket events and comments, but may also like to look at customer/contact and organisation sync.

    Cheers,

    - Bob -

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  • Joseph McCarron
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    Hey Bob, sorry for the delay. I'm specifically referring to any kind of agent activity that is not captured in ticket events. For example, the fact that an agent viewed a ticket is NOT currently captured in Zendesk.

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  • Roman Lomakin
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    Hey folks,

    As recommended by Zendesk support I am sharing our use case for the missing functionality here. In short, we need that HTTP targets have a way to define the headers for the requests that are being fired, e.g., for authorization methods other than basic. 

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  • Marty Whitby
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    Adding to what Roman requested. We need to be able to define headers for Authentication and other partner requirements in our API requests. 

    We currently channel our webhook triggers out via Zapier and then pass it on to our VoC platform and Logistics partners but this is costly and inefficient.

     

     

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