By the end of October 2024, Zendesk will have depreciated URL Triggers in their platform. To assist you with migrating over to Webhooks, you can follow the instructions from Zendesk or view the step-by-step instructions below.
Creating the Webhook
- Select "Apps and Integrations"
- Click on Webhooks
- Click "Create Webhook"
- Where it says "Select a way to connect", choose "Trigger or Automation" and click "next"
- Name your webhook and enter a description of your choosing.
Additional Required Settings
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- For your endpoint URL enter https://YOURDOMAINHERE.asknice.ly/api/v1/contact/trigger Ensure you replace YOURDOMAINHERE with your actual AskNicely domain name.
- Enter POST as your request method
- Choose "Form Encoded" as your request format
- Under Authentication select "API Key"
- Under "header name" type in X-apikey exactly
- Under value, enter your API Key pulled from your API page (Settings > API)
- Save and activate your Webhook
Creating the Triggers
If no changes are necessary, you can skip to Step 5 below to replace the Trigger's "Notify by" from URL Target to the Active Webhook you have just created.
To create a new Trigger, follow the steps below:
- Return to your Admin Center in Zendesk, and now select "Objects and Rules"
- Under Business Rules, Select "Triggers" and then select "Create Trigger"
- Give your new Trigger a name and description
- Assign a category of your choosing.
- Under conditions, set up the conditions in which you want to send the survey
- At this point, this is where you can mimic your existing Webhooks for the actions that were previously used.
- Otherwise, choose a status of a ticket (ie. Closed) plus any other parameters necessary to ensure you're only targeting the right types of agent-closed tickets.
- Under Actions, click add actions, then select "notify by" and then choose "Active Webhook" and then select the webhook you just created in the previous step.
Using Form Encoded Field Creation for Custom Data
In the following section, you will be asked to provide URL parameters in the form of a fieldname and corresponding Zendesk placeholders.
AskNicely Requirements
Additional Suggestions
Decoding URL Targets into Form Encoded format
If attempting to replicate your previous URL Target, take that full URL and find the fieldnames and placeholders and enter them in each row of the form.
https://demo/api/v1/zendesk/trigger?X-apikey=apikey&event=support&ticket_id={{ticket.id}}&email={{ticket.requester.email}}&name={{ticket.requester.name}}&agent={{ticket.assignee.name}}&segment=zendesk&tags={{ticket.tags}}&account_name={{ticket.account}}
In the example above, the fieldnames are in bold and the placeholders/values are in italics.
In Zendesk, each URL parameter is broken down in it's own row. Don't worry about the underscores in the fieldname. Zendesk will take care of that for you.
Once you've completed your trigger, click "Save". You may troubleshoot the Trigger using the test form in Zendesk. If you have any questions, please reach out to our Support Team or your CSM for assistance.