How to Use WebHooks With Zendesk

Updated on August 15, 2019 Download PDFDownload as PDF
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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

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

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!

 

 

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