After you create this webhook, you will be able to update ticket fields via the API from triggers and automations using the Notify > Active webhook action.

Many articles including Get the most from your light agents and Automate Your Bump, Solve & Close use this webhook to post an internal comment or set a ticket field. It brings a whole new level of control to your trigger and automations.

Create Your Webhook

Here's how to create a webhook in Zendesk that will access the API with the specified endpoint.

In the Admin Center, navigate to Apps and Integrations in the sidebar
Select Webhooks and then click on Webhooks
Click the Create webhook button
Click Trigger or Automation > Click Next
Configure Webhook Settings

Name: Choose a descriptive name for your webhook (e.g., "Update Tickets")
Endpoint URL: Paste the provided endpoint URL: https://yoursite.zendesk.com/api/v2/tickets/{{ticket.id}}.json
Request Method: Select PATCH
Request Format: Choose JSON (since the Zendesk API uses JSON format)

💡 Important Note

Ensure you change 'yoursite' in the EndPoint URL to your actual zendesk URL.

6. Select the Authentication method. It is recommended to use Basic authentication for simplicity

7. Provide your Zendesk API credentials:

Username: Enter your Zendesk username or email address with admin privileges.

Password: Enter your Zendesk API token. You can generate a new API token from Admin Center > Account > API.

Optional

Custom Headers: You can add custom headers to your webhook request if needed.

Test Webhook: Click this button to send a test request to your endpoint URL and verify the connection.

Trigger or Automation

This section allows you to connect the webhook to specific Zendesk events (e.g., ticket creation) or automations. You can skip this if you want the webhook to be triggered manually.

8. Create Webhook: Once you've configured the settings, click Create Webhook to activate your webhook.

Now you can use this webhook from triggers or automations to update ticket fields via the Zendesk API.

To Recap

Creating this webhook enables you to update ticket fields or post comments via the API from triggers and automations using the Notify > Active webhook action.

Many articles including Get the most from your light agents and Automate Your Bump, Solve & Close use this webhook to post an internal comment or set a ticket field. It brings a whole new level of control to your trigger and automations.

#zendesk