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¶
Login to Zendesk and go to Admin > Settings > Extensions
On the Extensions page, click “add target” to display a list of target types. Click “HTTP target”
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
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.
Save the webhook configuration
Select “Create target” from the dropdown menu
Click Submit
Configure the trigger in Zendesk¶
Go to Admin > Business Rules > Triggers
In the Triggers page, click “Add trigger”
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