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Webhookの管理

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Jacquelyn Brewer

Zendesk Documentation Team

編集日時：2025年3月19日

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      Rajesh Patil

      Hi Team,

      Need help to send json payload but it seems my backend api doesn't accept the some special characters due to security reason.

       "description": "----------------------------------------------\n\nTest, 28 Nov 2024, 11:39\n\nTrial test",

      Anyhelp will appricated for webhook payload. 

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      David

      @Cloudhuset A/S

      The issue you're facing with Zendesk's webhook activity/invocations tracking, especially regarding the inability to see the full URL invoked by a webhook, including dynamic elements like {{ticket.id}}, is indeed challenging.

      Given the current limitations, you may want to look in to:

      External Logging Service: Use an intermediate service or a serverless function (AWS Lambda, Azure Functions, Google Cloud Functions) that your webhook calls first. This service would log the full URL (including the {{ticket.id}} replacement) and then make the API call to Zendesk on your behalf. This approach allows you to implement detailed logging according to your needs.
       

      Embedded Identifiers in Payload: Include additional identifiers or logging information within the webhook payload itself. While this doesn't solve the visibility of the URL directly, it can help correlate the invocation with specific actions or tickets.

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      Cloudhuset

      I am really missing a way to see the URL on the webhook activity/invocations. For example I have webhooks that are updating tickets via the Zendesk API, so my webhook url is defined as https://mysubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}. But when I look at a failed webhook invocation, there is no way that I can see which ticket it was trying to update, because I can't see the url. And on a huge Zendesk account with thousands of tickets created every day, that is a huge pain.

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      Greg Katechis

      Hi Daniel! Yes, that is definitely possible to do, however if the main reason to use the form-encoded method is to avoid writing things manually, you'll find that this is going to be the same situation. Additionally, the issue with using URL params is that it is much more difficult to scale, as JSON is much easier to read than URL params. If you have other needs for form-encoded, then ignore that last bit, just wanted to make sure you weren't making more work down the road!

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      Daniel Rafeedie

      Thanks Jacquelyn Brewer! 

       

      With the Form-encoded content, is it possible to pull custom fields from the organization attached to the ticket. For example, if the organization has a custom fields labeled "Organization_Service_Level" is there parameter like "Ticket.Organization.Organization_Service_Level" that we can enter to pull that custom field from the organization?

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      Jacquelyn Brewer

      Daniel Rafeedie The Request format that you specify when creating the webhook determines the structure of the request body you define in the trigger. If you select JSON, you'll indeed need to manually write the JSON request in the trigger action. However, if you select Form-encoded content, you'll be asked to provide URL parameters and values in the trigger actions. I hope this helps!

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      Daniel Rafeedie

      After creating a webhook it seems that it must be connected to a trigger to fire. When creating the trigger it seems that you have to manually write the JSON to define which variables should pass with the trigger. Is it possible to skip this step with JSON to just pass all available fields? 

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      Rosie

      Hi Roee,
       
      Apologies as you're not getting the organization custom field in Webhook. 
       
      I would like to get more of your use case to help you here. I'll go ahead and create a separate ticket on your behalf so I can get more account-specific details to troubleshoot this issue. You may expect an email shortly with the ticket information.
       
      Thank you. 
       
       

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      Roee Aizman

      I am not getting an organization custom filed filled by the webhoo.
      Only the standard fields are filled.

      The json includes:


          "organization": {
              "custom_fields": [
                  {
                      "key": 107953418xxxxxx,
                      "value": "Hello"
                  }
              ]
          }
      }

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      Gulzar Shikalgar

      Hi Support, 

      Is there any timeline when feature 'Viewing a webhook's activity (beta)',  will be out of beta and go to stable/feature release?

       

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