Zendesk webhook setup - OXYGEN-MARKET/oxygen-market.github.io GitHub Wiki
HOME > SNOWPLOW SETUP GUIDE > Step 2: setup a Tracker > [Zendesk Tracker](Zendesk Tracker.md)
THIS WEBHOOK HAS NOT BEEN RELEASED YET.
This guide will explain how to configure your Zendesk account so that whenever a ticket is created, closed, or commented on, Zendesk will send the relevant information to your Snowplow collector in the form of an unstructured event.
- Setting up a Cloudfront collector as a Zendesk extension
- Setting up a trigger to track ticket creation
- Setting up a trigger to track comment creation
- Setting up an automation to track tickets being closed
You can configure Zendesk to automatically send GET requests to a collector. The first step is to set up a Zendesk "extension" pointing at the collector.
Log in to Zendesk. Click the cogwheel-shaped "Admin" icon located at the bottom-left corner of the Dashboard page to take you to the Admin page.
In the "SETTINGS" menu, click on "Extensions":
Click "add target":
Choose "URL target" from the list of target types to add:
Name the new extension something like "Cloudfront-Collector".
In the URL field, enter "http://d34uzc5hjrimh8.cloudfront.net/i?e=ue", replacing "d34uzc5hjrimh8" with your Cloudfront subdomain.
You can also add "&tna={{MY ZENDESK NAMESPACE}}" to this URL, where {{MY ZENDESK NAMESPACE}} is a label for the extension. This label will be attached to all events fired by the extension, so you can later check where a given event came from.
Set the Attribute Name field to "ue_pr". Whenever a trigger uses the extension to fire an event, a "ue_pr" field will be added to the GET request querystring containing the event's properties.
Select "Create Target" from the drop-down menu and click the Submit button.
We have set up our collector as a Zendesk extension. We can now add triggers or automations which send GET requests to the collector whenever certain events occur.
From the Admin page, select "Triggers" from the "BUSINESS RULES" menu:
Click "add trigger":
Name the trigger something like "Ticket-Creation-Trigger".
From the drop-down menus in the "Meet all of the following conditions" section, select "Ticket: Is..." and "Created".
In the "Perform these actions" section, select "Notifications: Notify target" and "Cloudfront-Collector".
In the Message box, paste the following:
{"data":{"data":{"via":"{{ticket.via}}","ticket_type":"{{ticket.ticket_type}}","updated_at":"{{ticket.updated_at}}","assignee":{"first_name":"{{ticket.assignee.first_name}}","last_name":"{{ticket.assignee.last_name}}","name":"{{ticket.assignee.name}}","language":"{{ticket.assignee.language}}","tags":"{{ticket.assignee.tags}}","locale":"{{ticket.assignee.locale}}","notes":"{{ticket.assignee.notes}}","time_zone":"{{ticket.assignee.time_zone}}","id":"{{ticket.assignee.id}}","phone":"{{ticket.assignee.phone}}","extended_role":"{{ticket.assignee.extended_role}}","role":"{{ticket.assignee.role}}","details":"{{ticket.assignee.details}}","signature":"{{ticket.assignee.signature}}","organization":"{{ticket.assignee.organization}}","external_id":"{{ticket.assignee.external_id}}","email":"{{ticket.assignee.email}}"},"url_with_protocol":"{{ticket.url_with_protocol}}","id":"{{ticket.id}}","title":"{{ticket.title}}","priority":"{{ticket.priority}}","score":{{ticket.score}},"updated_at_with_timestamp":"{{ticket.updated_at_with_timestamp}}","current_user":{"first_name":"{{ticket.current_user.first_name}}","last_name":"{{ticket.current_user.last_name}}","name":"{{ticket.current_user.name}}","language":"{{ticket.current_user.language}}","tags":"{{ticket.current_user.tags}}","locale":"{{ticket.current_user.locale}}","notes":"{{ticket.current_user.notes}}","time_zone":"{{ticket.current_user.time_zone}}","id":"{{ticket.current_user.id}}","phone":"{{ticket.current_user.phone}}","extended_role":"{{ticket.current_user.extended_role}}","role":"{{ticket.current_user.role}}","details":"{{ticket.current_user.details}}","signature":"{{ticket.current_user.signature}}","organization":"{{ticket.current_user.organization}}","external_id":"{{ticket.current_user.external_id}}","email":"{{ticket.current_user.email}}"},"organization.name":"{{ticket.organization.name}}","status":"{{ticket.status}}","due_date":"{{ticket.due_date}}","due_date_with_timestamp":"{{ticket.due_date_with_timestamp}}","description":"{{ticket.description}}","tags":"{{ticket.tags}}","cc_names":"{{ticket.cc_names}}","link":"{{ticket.link}}","requester":{"first_name":"{{ticket.requester.first_name}}","last_name":"{{ticket.requester.last_name}}","name":"{{ticket.requester.name}}","language":"{{ticket.requester.language}}","tags":"{{ticket.requester.tags}}","locale":"{{ticket.requester.locale}}","notes":"{{ticket.requester.notes}}","time_zone":"{{ticket.requester.time_zone}}","id":"{{ticket.requester.id}}","phone":"{{ticket.requester.phone}}","extended_role":"{{ticket.requester.extended_role}}","role":"{{ticket.requester.role}}","details":"{{ticket.requester.details}}","signature":"{{ticket.requester.signature}}","organization":"{{ticket.requester.organization}}","external_id":"{{ticket.requester.external_id}}","email":"{{ticket.requester.email}}"},"in_business_hours":{{ticket.in_business_hours}},"created_at_with_timestamp":"{{ticket.created_at_with_timestamp}}","account":"{{ticket.account}}","url":"{{ticket.url}}","created_at":"{{ticket.created_at}}","external_id":"{{ticket.external_id}}"},"schema":"iglu:com.zendesk.zendesk/ticket_opened/jsonschema/1-0-0"},"schema":"iglu:com.snowplowanalytics.snowplow/unstruct_event/jsonschema/1-0-0"}Submit the new trigger. It should look something like this:
As before, navigate to the trigger creation page.
Name the trigger something like "Comment-Creation-Trigger".
From the drop-down menus in the "Meet all of the following conditions" section, add two conditions:
- "Ticket: Is..." and "Updated"
- "Ticket: Comment is..." and "Present (public or private)"
In the "Perform these actions" section, select "Notifications: Notify target" and "Cloudfront-Collector".
In the Message box, paste the following:
{"data": {"data": {"latest_comment.author.name": "{{ticket.latest_comment.author.name}}", "url": "{{ticket.url}}", "latest_comment.created_at": "{{ticket.latest_comment.created_at}}", "latest_comment.created_at_with_time": "{{ticket.latest_comment.created_at_with_time}}", "latest_comment.is_public": {{latest_comment.is_public}}, "id": "{{ticket.id}}""}, "schema": "iglu:com.zendesk.zendesk/ticket_commented/jsonschema/1-0-0"}, "schema": "iglu:com.snowplowanalytics.snowplow/unstruct_event/jsonschema/1-0-0"}Submit the new trigger. It should look something like this:
From the Admin page, select "Automations" from the "BUSINESS RULES" menu:
You should have an automation which closes tickets. By default it will be called something like "Close ticket 4 days after status is set to solved":
As before, in the "Perform these actions" section, choose "Notifications: Notify target" and "Cloudfront-Collector" from the drop-down menus.
Copy and paste the following into the Message box:
{"data":{"data":{"via":"{{ticket.via}}","ticket_type":"{{ticket.ticket_type}}","updated_at":"{{ticket.updated_at}}","assignee":{"first_name":"{{ticket.assignee.first_name}}","last_name":"{{ticket.assignee.last_name}}","name":"{{ticket.assignee.name}}","language":"{{ticket.assignee.language}}","tags":"{{ticket.assignee.tags}}","locale":"{{ticket.assignee.locale}}","notes":"{{ticket.assignee.notes}}","time_zone":"{{ticket.assignee.time_zone}}","id":"{{ticket.assignee.id}}","phone":"{{ticket.assignee.phone}}","extended_role":"{{ticket.assignee.extended_role}}","role":"{{ticket.assignee.role}}","details":"{{ticket.assignee.details}}","signature":"{{ticket.assignee.signature}}","organization":"{{ticket.assignee.organization}}","external_id":"{{ticket.assignee.external_id}}","email":"{{ticket.assignee.email}}"},"url_with_protocol":"{{ticket.url_with_protocol}}","id":"{{ticket.id}}","title":"{{ticket.title}}","priority":"{{ticket.priority}}","score":{{ticket.score}},"updated_at_with_timestamp":"{{ticket.updated_at_with_timestamp}}","current_user":{"first_name":"{{ticket.current_user.first_name}}","last_name":"{{ticket.current_user.last_name}}","name":"{{ticket.current_user.name}}","language":"{{ticket.current_user.language}}","tags":"{{ticket.current_user.tags}}","locale":"{{ticket.current_user.locale}}","notes":"{{ticket.current_user.notes}}","time_zone":"{{ticket.current_user.time_zone}}","id":"{{ticket.current_user.id}}","phone":"{{ticket.current_user.phone}}","extended_role":"{{ticket.current_user.extended_role}}","role":"{{ticket.current_user.role}}","details":"{{ticket.current_user.details}}","signature":"{{ticket.current_user.signature}}","organization":"{{ticket.current_user.organization}}","external_id":"{{ticket.current_user.external_id}}","email":"{{ticket.current_user.email}}"},"organization.name":"{{ticket.organization.name}}","status":"{{ticket.status}}","due_date":"{{ticket.due_date}}","due_date_with_timestamp":"{{ticket.due_date_with_timestamp}}","description":"{{ticket.description}}","tags":"{{ticket.tags}}","cc_names":"{{ticket.cc_names}}","link":"{{ticket.link}}","requester":{"first_name":"{{ticket.requester.first_name}}","last_name":"{{ticket.requester.last_name}}","name":"{{ticket.requester.name}}","language":"{{ticket.requester.language}}","tags":"{{ticket.requester.tags}}","locale":"{{ticket.requester.locale}}","notes":"{{ticket.requester.notes}}","time_zone":"{{ticket.requester.time_zone}}","id":"{{ticket.requester.id}}","phone":"{{ticket.requester.phone}}","extended_role":"{{ticket.requester.extended_role}}","role":"{{ticket.requester.role}}","details":"{{ticket.requester.details}}","signature":"{{ticket.requester.signature}}","organization":"{{ticket.requester.organization}}","external_id":"{{ticket.requester.external_id}}","email":"{{ticket.requester.email}}"},"in_business_hours":{{ticket.in_business_hours}},"created_at_with_timestamp":"{{ticket.created_at_with_timestamp}}","account":"{{ticket.account}}","url":"{{ticket.url}}","created_at":"{{ticket.created_at}}","external_id":"{{ticket.external_id}}"},"schema":"iglu:com.zendesk.zendesk/ticket_closed/jsonschema/1-0-0"},"schema":"iglu:com.snowplowanalytics.snowplow/unstruct_event/jsonschema/1-0-0"}The result should look something like this:
