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Push ticket json object to outside api
Posted Mar 13, 2024
Hi,
I have a use-case where I need to store all of the ticket data on every update.
I'd like to do it using a trigger which activates a webhook that receives the fully ticket json object, as it is fetched in the search endpoint for example. I'd like to have an option to use something like {{ticket}} or {{ticket.json}} as a simple command when building the request body, that encapsulate the entire ticket object.
Thanks in advanced :)
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5 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Asaf Krenzler
Hi, let me use the product feedback template to explain my issue.
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I wold like to push out of zendesk, through webhook, the entire ticket data as it is fetched in the search endpoint.
What problem do you see this solving? (1-2 sentences)
Currently all operation (BI, Production) use fetch requests for tickets, and in cases of huge amount of ticket the BI operation may block prod due to rate limit. Hence, using webhook to write the ticket data to a queue for example, for BI usage, won't affect the rate limit of Zendesk,
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
In some cases, when there is a production issue in the company systems, a huge amount of Zendesk tickets are being created, and when BI and Prod operations are fetching tickets, we quickly reach the rate limit, and all our programmatic usage in Zendesk is down.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
To easily be able to push the entire ticket data, by using syntax like {{ticket}} or {{ticket.json}} in the trigger activating the webhook expecting the ticket body. The alternative is to manually write all the special syntax items ({{ticket.custom_field_value_xxx}} for example), which is not convenient at all.
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Shawna James
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Asaf Krenzler
Hi Shawna,
I'd like to ask if there is any update regarding this issue.
Thanks in advanced :)
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Shawna James
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