Can Zendesk receive webhooks?

No, Zendesk does not receive webhooks directly. Instead, it sends webhooks, which are HTTP requests, to external systems in response to events within Zendesk. For instance, you can configure a webhook to trigger when a new ticket is created, sending data to an external endpoint.

How do you integrate with webhook?

To integrate a webhook in Zendesk, navigate to the Admin Center, select Apps and Integrations, then Webhooks. You can create a webhook by choosing events or connecting it to specific triggers or automation. Once set up, the webhook sends requests to an external URL based on the selected events or triggers.

Does Zendesk have API integration?

Yes, Zendesk offers a comprehensive API for various integrations, including webhooks and other applications. The API can manage support tickets, users, and other Zendesk resources, making it versatile for integrating with third-party systems.

Is Zendesk a CRM or ERP?

Zendesk is a CRM (Customer Relationship Management) platform, not an ERP (Enterprise Resource Planning) system. It focuses on customer service and support, offering tools for ticket management, customer interactions, and reporting rather than the full suite of business management functions in ERP software.

Setting up Zendesk webhook integration triggers

Similar to many other webhooks in other systems, you can configure a webhook in Zendesk to invoke actions in external systems. For example:

Sending ticket submission confirmation to your customers
Alerting your teammates when a new ticket is created
Logging the ticket details in your data warehouse for long-term storage

This article will focus on how to start the first step and configure the webhook before further usage.

Webhook configuration options in Zendesk

Zendesk's webhooks are configurable in two scenarios:

Event subscription - This is a general method to invoke a webhook based on a single Zendesk event
Trigger or automation connection - This is another method for triggering webhooks based on a customized series of actions or criteria.

The available events include:

Article events
Community post events
Organization events
User events
Agent availability events
Omnichannel routing configuration events

Step-by-step guide on creating a webhook in Zendesk

1. In the Admin Center, click "Apps and integrations" > click "Action and webhooks" > click "Webhooks."

2. Click "Create webhook." Select "Zendesk" events to subscribe to one or multiple events, then select the events from the dropdown menu. Select Trigger or Automation to connect the webhook to any triggers or automation.

3. Click "Next".

4. Input "Name" and "Description" for easier reference to the webhook.

5. Input the Endpoint URL. Before inputting this field, you should have the URL from the system you want to connect to.

6. Select the webhook's "Request method" (POST, PUT, or PATCH) and "Request format" (JSON, XML, or Form-encoded content).

7. Select the "Authentication" method for the webhook. It can be API Key, Basic Authentication, Bearer Token, or none (this applies if your authentication info is in the URL query parameter.

8. (Optional) Click "Add header" to add a custom header, then enter a Header name and Value. This applies when your external system demands authentication info in the header, like trigger ID and validation token.

9. (Optional) Click "Test webhook" to check if it's working as expected.

10. Click "Create webhook" to finish the config.

11. For trigger and automation webhooks, you must connect the webhook to a trigger or automation. After connecting the trigger or automation, return to the "Create webhook" page and click "Finish" setup.

12. After creating the webhook, you can manage the webhooks in your Zendesk Admin Center.

Testing webhooks in Zendesk

To test a webhook:

In Admin Center, click "Apps and integrations" in the sidebar, then select "Webhooks" > "Webhooks".
Find the webhook in the list, click the options menu icon on its row, and then click "Test webhook".
In the panel, select an event to test. This is a sample request to test your endpoint URL.
Enter your test request details—request body, parameters, or headers.
Click "Send test". The response is visible in the panel below your test request.

Important notes on webhook execution

As webhook jobs are run independently, there is no guarantee that webhooks are executed in a specific order.
Webhook requests are automatically retried up to three times if the endpoint returns unsuccessful HTTP response codes.
Failed requests won't deactivate webhooks but could trigger the webhook circuit breaker.

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