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Webhooks Fail Silently.... Agents never know until end-users are sad or frustrated



Posted Sep 07, 2023

(SARCASTIC POST DAY, SORRY)

 

Webhooks as incredibly powerful methods of sending message from Zendesk Support to other Systems or application, like a Parts Ordering application. But, when a Hook fails... it does so hiding a dark corner in shame and never tells anyone about it's failures... but that OK! I do live reading a log that requires an massive amount of clicking and has not representation in the UI of what ticket triggered the Hook until you click in and view the payload sent (if you have a ticket ID in the payload). 

Maybe if Webhooks were not processed Async and where Synchronous then when a Hook gets any response other than 200OK (this could also stop RACE Conditions related to hook time to process) it can be added to the Ticket Events as one might expect. Right now there is no UI element an Agent with out admin center access can use to be sure the action the took that triggered a webhook worked or not.

... Nah, this is just a crazy idea that no one on earth might actually benefit from <- attempt at reverse psychology... may a Product Manager will think differently this time.


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2 comments

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Sydney Neubauer

Zendesk Luminary

(ADDING TO THE SARCASM)

-1 I definitely do not see a benefit to having this feature. I can't see a reason as to why anyone would want to be notified when something breaks and so it can continue to break ;)

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Shawna James

Community Product Feedback Specialist

Hey Dave and Sydney, thanks so much for providing your feedback. It has been been logged for our PM's to review. I wanted to direct your attention to two other existing posts on this matter where PM's are monitoring (here and here). I would encourage you to upvote and add your comments there to help to consolidate feedback. Thanks again for your providing your input. 

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