How to Use WebHooks With Zendesk

Brief Overview

WebHooks (AKA callbacks) allow you to build WalkMe directly into your workflows by triggering 3rd party APIs and/or adding WalkMe Event data into your analytics platform.

This article explains how to define webHooks for Zendesk.

End-To-End Example of Creating a Ticket Using Webhooks with Zendesk

Step 1: Open an account or log into Zendesk

• The website address is: https://www.zendesk.com.

Step 2: Enter your team name

Step 3: Click the Admin icon

Step 4: Click API under CHANNELS

Step 5: Agree to Zendesk’s terms and click Get started

Step 6: Enable Token Access under Settings

Step 7: Click “+” to add an API Token

Step 8: Copy the API Token

Step 9: Click Save to save the API Token

Step 10: Review the ‘How to Set Up a WebHook’ article

• Please review the steps provided in our How To Send WalkMe Event Data To 3rd Party Systems Using Webhooks article.
• The steps that follow are specific to setting up WebHooks for Zendesk.

Step 11: Set up your WebHook in Insights using the Wizard

Wizard Step 1: Define event

Required properties

• The Track Event sent to Zendesk requires the ticket property with the following variables:
  • subject
  • comment
  • title
  • type
  • priority

Steps

1. Select an Event to send to Zendesk;
2. Click Advanced to open the list of properties;
3. Select from the pre-defined properties on the top and rename them (make sure to mark the event as selected), or click ADD PROPERTY to send a property with specific value:
   Pro-Tip: Different use cases in Segment will require different properties to send.
4. Add your ticket property with the required variables (example below):

{
    "subject": "My printer is on fire!",
    "comment": {
        "body": "The smoke is very colorful."
        },
    "title":"Title",
    "type":"ticket",
    "priority":"normal"
}

• 1. Open any JSON minifier (e.g., https://codebeautify.org/jsonminifier), paste the property into the minifier console, and click Minify / Compress:
     
  2. Copy the minified JSON; you should receive the JSON formatted as follows:
     • {“subject”:”My printer is on fire!”,”comment”:{“body”:”The smoke is very colorful.”},”title”:”Title”,”type”:”ticket”,”priority”:”normal”}
       

Wizard Step 2: Set destination

Steps

1. Write in the Destination Platform Name. This name identifies the destination system (In this case Zendesk):
   
2. Set Request Type to POST:
   
   
3. Paste the URL according to your use case (in the following picture the URL is for creating a new ticket). The URL will always begin with “https://walkmetest.zendesk.com/api/v2/“:
   
4. Create a Base64 key as follows:
   1. Open any Base64 encoder (e.g., https://www.base64encode.org).
   2. write the email you defined in Zendesk and paste the API key you copied in Step 8 above in the following format:
      • {email_address}/token:{api_token}
   3. Click Encode:
      
   4. Copy the Base64 result:
      
5. Back in the WebHook Wizard, add an Auth. Key Value as follows:
   • Authorization : Basic <paste a Base64 key here>:
     
     
6. Add Headers as follows:
   • Content-Type : application/json:
     
     
7. Click TEST
   • This will send the event that you defined in Wizard Step 1 to your destination platform to ensure that a connection successfully made.
   • You should see the message: “Tested Successfully!”:
     Pro-Tip: If you don’t see the success message, check if all the mandatory properties are defined properly, per the instructions above.

Step 12: Go back to Zendesk and click Views

• You should now see the ticket that you created previously:
  
• In the image below, you can see the variables we sent from Insights to Zendesk using WebHooks!