Automatically have new users 'follow' a help desk section / page

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4 Comments

  • Carsten Falborg
    Comment actions Permalink

    Hi Matthew

    I have seen this request before and i am not sure if anyone ever found a good solution for it, so i came up with my own. There is no trigger in zendesk that can fire on "new user", so you need to involve the use of a 3rd party application and the zendesk API. This does require a paid subscription to Zapier since Zendesk is what they call a premium app, but i think the subscription is well worth the money! Here is what i did:

    • Create an account in Zapier (there are mulitple services out there that can be used for this, but since i am using zapier already i thought i'd go with them)

    • Connect your Zendesk to your Zapier account by adding it as a connected account (the easiest is to add it when creating a new "zap" and it will guide you on how to connect it)

    • Choose the action "New User" and test the step to make sure it can retrieve a user.



    • Hit continue, continue, continue and find the action called "webhooks by zapier".

    • Here it gets a little tricky, but if you add the following data it should work:

    • URL: https://{{yourdomain}}.zendesk.com/api/v2/help_center/sections/{{section_id}}/subscriptions.json
      You can find the section ID by navigating to the section in your helpcenter and look for a number ie. https://acmeinc.zendesk.com/hc/en-us/sections/202378569-Announcements

    • Payload Type = json

    • Data (consist of 4 rows):
      subscription__source_locale = en_us (replace with your default locale)
      subscription__user_id = step1:id
      subscription__include_comments = false
      subscription = 
      You get the "Step2:ID" by clicking the little plus icon and finding ID on the list.

    • Wrap Request In Array = No

    • File =

    • Unflatten = Yes

    • Basic Auth = admin_email@yourcompany.com/token|verylongapikey
      You get an API key by creating one in the admin interface in Zendesk under Channels > API. Please notice that there is a | between token and verylongapikey

    • Hit Continue, give your Zap a name, enable it and you are done!

    This does require a paid subscription to Zapier since Zendesk is what they call a premium app, but i think the subscription is well worth the money!

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  • Jennifer Rowe
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    Carsten, that's very cool. Thanks for sharing your solution. It'd be awesome if you can post it as tip in our Tips and Tricks section!

    And maybe we should move that part about "...requires a paid subscription..." to the top. 

    Good one. Thanks!

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  • Carsten Falborg
    Comment actions Permalink

    Thx Jennifer - I have just posted to the Tips and Tricks section...

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  • Jennifer Rowe
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    Awesome! Thanks!

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