Zendesk Tickets

Ingest Zendesk ticket information by configuring a webhook and trigger in the Zendesk UI.

To do this, you will need:

• Your Zendesk login credentials

• Your Observe Customer ID

• An Observe ingest token

Configure an Outgoing Webhook

Zendesk documentation

1. Login to Zendesk and go to Admin > Settings > Extensions

2. On the Extensions page, click “add target” to display a list of target types. Click “HTTP target”

3. Fill in the HTTP target detail

   • Title: ObserveWebhook

   • Url: https://collect.observeinc.com/v1/http/zendesk

   • Method: POST

   • Content type: JSON

   • Basic Authentication:

     • Check “Enabled”

     • Username: your Observe Customer ID

     • Password: your Observe Ingest Token

   

4. Test the webhook

   • Select “Test target” from the dropdown menu

   • Click Submit

   • In the JSON body text field, provide a valid JSON body (like {"message":"Hello Zendesk!"})

   • Click Submit

   • Confirm that the response is HTTP/1.1 202 Accepted

   

   If the JSON body text is highlighted in red, this means you did not get a success response. Correct your configuration and try again.

5. Save the webhook configuration

   • Select “Create target” from the dropdown menu

   • Click Submit

Configure the trigger in Zendesk

Zendesk documentation

1. Go to Admin > Business Rules > Triggers

2. In the Triggers page, click “Add trigger”

3. Fill in the trigger detail

   • Trigger name: Observe Trigger

   • Description: Send webhook to Observe

   • Category: Notifications

   • Conditions:

     • Under “Meet ANY of the following conditions”, select the desired condition. Example: “Status Changed”

   • Actions:

     • Select “Notify target” in the left dropdown menu

     • Select the name of your Observe webhook in the right dropdown menu. Example: “ObserveWebhook”

     • In the JSON body text field, provide the desired payload Example:

       Sample JSON
       {
         "title":"{{ticket.title}}",
         "description":"{{ticket.description}}",
         "url":"{{ticket.url}}",
         "id":"{{ticket.id}}",
         "external_id":"{{ticket.external_id}}",
         "via":"{{ticket.via}}",
         "status":"{{ticket.status}}",
         "priority":"{{ticket.priority}}",
         "requester":"{{ticket.requester.details}}"
       }
       

       (Click “View available placeholders” to see a list of available fields

     • Click Create

   

Verify ticket data is being ingested

1. Wait for (or initiate) a ticket status change

2. Login to Observe and open the Observation event stream in a worksheet

3. Open the OPAL console and apply the following filters:

   filter OBSERVATION_KIND = "http"
   filter contains(string(EXTRA.path),"zendesk")
   

4. Verify ticket data exists