capture the response of a webhook in order to use it to fire another trigger

Hi Kirthi itagihal,

While you can't use webhooks to orchestrate multiple API calls, it may be possible for you to leverage User placeholders as per this article to update the ticket. Just keep in mind that this type of workflow is not recommended for use with webhooks as it can cause errors or behave in unexpected ways as outlined by this article.

Alternatively, you may want to consider leveraging Zendesk Integration Services for this use case, if you or your team has development capabilities 

Hi,

It would be great to use elements of a response body to populate fields on a Zendesk ticket.

Zach Anthony - are there any plans for this feature in the future?

Hi Stephen,

While it sounds like there would be some valuable use cases, there's currently no plans for this particular feature to be added to webhooks, as they are not intended to orchestrate multiple actions.

Zendesk Integration Services would be the best fit for this type of use case. I'd love to know if there specific barriers here that make Zendesk Integration Services undesirable for you.

Hi Zach Anthony,

Thanks for the feedback.

I agree that ZIS is likely the best option for handling cases like this and building a middleware system between the different platforms we use would likely make more sense. The only reason it is undesirable for me, is that I am not a developer. :)

Unfortunately, I don't have development resources at my ready to build this type of service. If it was business critical, it is potentially something we could look at handling.

However, having this type of ability within Zendesk would likely mean I would have the capabilty of building the feature myself.

Hi
I am responsible for a support setup around multiple platforms, that have B2B customers and chain of reportings.
When they create tickets, they must indicate multiple categories, types, end customers, etc. that need to fit the data, that is stored about it in these platforms (i.e. types-of-service “backend”, “contracts”, “system-x”, “data-service”). The issue is, that these types and categories are changing every now and then (services get added, renamed or decommissioned, etc.) and of course no one is really thinking about updating the ZenDesk team about it.
I assume it's not a big effort to make a response-body of a webhook accessible within the same trigger just on the next action. It can be made very robust, by just dropping the action on error - no error handling is required from my perspective.

I just don't like the idea, that I need to setup a tool or application to literally do 2 web-calls, when both web-calls can individually be executed within ZenDesk and the only piece missing is the bridge to pass the information from the first webcall to the second.