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Notification triggers on Organization change



Posted Apr 21, 2021

I am looking for a way to trigger a notification to my team whenever an change has been made to an Organization.

That is - we currently track account status within Salesforce, and have integration set up so that certain fields are linked between an Account in Salesforce and the Organization in Zendesk.  There are a few different use cases where a change could be made to an Account/Organization, completely unrelated to any open ticket.

For example, we track active support contracts through custom Organization fields. If there is a change to the contract status within Salesforce, this constitutes as an Organization update in Zendesk, and the "Updated" timestamp of the Organization changes. I don't need to know specifically what changed, only that "Your organization has been updated" and it should trigger based on the "Updated" field in the Organization changing

There are triggers existing right now but they are all based on Ticket activity.  Again the change could happen completely independent of any ticket being opened, so we need to be updated just based on the Organization only.


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Hi @..., thanks for sharing your feedback. This is something we're actively evaluating, so it's great to hear this is an area of interest for you. Can you share a little more about your use case, and how you'd envision the notifications working (e.g. an email, if so, to whom?). Thanks again, we always appreciate you taking the time to share these requests with us.

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Hi Nina, thanks for the response!  In my vision, I'd like to see a condition:  "Organization is"... and then give the option for Created / Updated (this is very similar to a condition that already exists for Tickets... Ticket is Updated, Ticket is Created)

Then for the action on the trigger, "Notify Target" where I will use one of our already created target email addresses

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+1
We need to know when specific fields are changed in Organizations because their fields values impact other flows and processes in systems not integrated with Zendesk, e.g. monitoring systems, etc.

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Hi Stephanie and Vitalii,

Zendesk now provides support for organization field changes in webhooks, so that should be able to help out with your use case.

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image avatar

이지훈(maclaude)

Zendesk Luminary

As of now, you have no choice but to use the Audit Log API to achieve your goal.
The Audit Log records changes to custom organization fields.


I think you can use the following methods.

1) Write code to periodically fetch the Audit Log API.
2) If there is a change in the organization field in the fetched Audit Log, parse only the corresponding log using a regular expression and save it.
3) Send the saved information to another service using the API.

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image avatar

이지훈(maclaude)

Zendesk Luminary

to. Vitalii Petrus

 

You can detect changes to fields in your organization with webhook events.

https://developer.zendesk.com/api-reference/webhooks/event-types/organization-events/

 

 

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Hi 이지훈(maclaude) ,

Thank you for your follow-up!
The suggested webhook is not what I need. Because there is no condition under which the action that would run this webhook, will fire at the moment when Org field is changed.
The expected outcome for me is a condition in Automation/trigger which can be used for custom fields in the Organization, e.g. IF Organization>Some Custom Field →“Changed” is true, action to fire a notification to slack channel/email will be run via Notify by

And this  "Is Changed" condition can be applicable to any field type (date, checkbox, text, etc. ).
I believe, the same expectation was announced in the initial request from Stephanie McIntyre
Thank you in advance!

BR,
Vitalii

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Hi Vitalii Petrus ,

I just wanted to clarify, is the issue with the organization webhooks that it runs for all organization fields, and you only want it to trigger when one specific field changes?  I believe there may be a way to make this work, but it would require using Zendesk Integration Services (ZIS) which is more complex to set up.  The ZIS can receive the webhook notification and then filter to only take further action on one specific field.  Alternatively, you could use other third-party tools, such as Pipedream in order to receive the event and take action only if the field type matches.

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Hi James (James Peterson - Eastern Logic),
Thank you for your comment.
To update the required field in Organization using a webhook is not a problem (mainly).
The problem is to make this webhook run under the proper condition (e.g. if Particular Organization field was changed) →Notify by email/webhook/whatever i.e. the same behaviour as we have for some ticket fields
 

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