How to link Zendesk ticketing to Ideta chats ? (Step 2)

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Documentation: Setting Up a Webhook to Receive Events via Triggers

The webhook functionality in Zendesk allows users to receive automatic notifications for specific events, such as ticket updates. This documentation details the process of setting up a webhook using triggers.

Step 1: Accessing Triggers

  1. Search in the Help Center: Use the search function of the help center to quickly find options related to triggers. Type “Triggers” in the search bar to start.

  2. Locating Triggers: Triggers are located under the “Object and Rules” section, then “Triggers”.

Step 2: Creating a Trigger

  1. Creation: Click on “Create a trigger” to initiate the process.

  2. Naming the Trigger: Name your trigger, for example, “Ideta”. The name can be customized according to your needs.

Step 3: Configuring the Trigger

  1. Adding a Condition: For the trigger to activate, you must define a condition. Click on “Add a condition”. Select “Ticket” in the first dropdown menu, then “Ticket” and “Updated” in the following options. This condition means that the trigger will activate with each ticket update.

Step 4: Selecting the Action

  1. Choosing the Notification Action: In the action section, search for and select “Notify by active webhook” which is found under the “Others” category.

  2. Selecting the Webhook: Choose the webhook previously configured in your system to be used with this trigger.

Step 5: Configuring the Notification Content

  1. Configuration Interface: An interface will appear allowing you to customize the content of the notification sent by the webhook.

  2. Using Tags: Click on “See available tags” to display a list of tags that you can use to customize the content of your notification. These tags allow you to select specific information to include in the JSON message sent.

For example, you can send that to get the external id (to link it to the Ideta id) and the last_comment.
{
“id”: “{{ticket.external_id}}”,
“message”:“{{ticket.latest_public_comment_html}}”
}

  1. Customizing the JSON: Copy and paste the desired tags into the body of the notification to create a customized JSON message that will be sent with each trigger activation.

Summary

By following these steps, you can set up a trigger to send notifications via a webhook each time a ticket is updated. This feature allows for flexible integration with other systems and services, automating communication and improving workflows.