Zendesk Tickets

Ingest Zendesk ticket information by configuring a Webhook and trigger in Zendesk.

To do this, you need the following information:

• Your Zendesk login credentials

• Your Observe Customer ID

• An Observe ingest token

Configuring an Outgoing Webhook

Zendesk documentation

1. log into Zendesk and go to Admin > Settings > Extensions.

2. On the Extensions page, choose Add target to display a list of target types. Choose HTTP target.

3. Add the HTTP target details.

   • Title - ObserveWebhook

   • Url - https://{OBSERVE_CUSTOMER}.collect.observeinc.com/v1/http/zendesk

   • Method - POST

   • Content type - JSON

   • Basic Authentication

     • Select Enabled.

     • Username: your Observe Customer ID

     • Password: your Observe Ingest Token

   

   Figure 1 - Zendesk HTTP target values

4. Test the webhook

   • Select Test target from the menu.

   • Choose Submit.

   • In the JSON body text field, provide a valid JSON body, such as {"message":"Hello Zendesk!"}.

   • Choose Submit.

   • Confirm that you receive the response HTTP/1.1 202 Accepted.

   

   Figure 2 - Zendesk JSON body example

   If the JSON body text appears 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 menu.

   • Choose Submit.

Configuring the trigger in Zendesk

Zendesk documentation

1. Go to Admin > Business Rules > Triggers.

2. On the Triggers page, select Add trigger.

3. Add the trigger details:

   • Trigger name - Observe Trigger

   • Description - Send webhook to Observe

   • Category - Notifications

   • Conditions -

     • Under Meet ANY of the following conditions, select the desired condition. For example, Status Changed.

   • Actions:

     • Select Notify target in the left menu.

     • Select the name of your Observe webhook from the right menu. For example, ObserveWebhook.

     • In the JSON body text field, provide the desired payload: For 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}}"
       }
       

     • Choose View available placeholders to see a list of available fields.

     • Choose Create.

   

   Figure 3 - Zendesk JSON body example

Verifying ticket data ingestion

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 that you can find ticket data:

   

Figure 4 - Zendesk data in a Worksheet