Recipe Overview
This recipe triggers when a webhook event is received from Zendesk. Within Zendesk, the webhook is configured to trigger when a new comment has been added to a ticket and the ticket has the tag, "GUIDEcx."
If the user who made the comment in Zendesk exists in GUIDEcx, the note will be posted as the user, otherwise it will be posted as the project manager.
Note: This recipe only adds notes to GUIDEcx from Zendesk. To sync bi-directionally, you will also need to install the Create Zendesk Ticket and Sync Comments from GUIDEcx Recipe.
Integration Setup
Installing the Recipe
Prerequisites: GUIDEcx connection in Recipe Builder. Admin, Agent, or Custom Role with permissions to create webhooks in Zendesk. Create Zendesk Ticket and Sync Comments Recipe installed and running.
Follow the steps outlined in the video below to install the recipe:
Note: Because this recipe is powered by a webhook, it doesn't display under the Zendesk app in recipe builder. Instead, search for it by name.
Configuring Individual Steps
This recipe is triggered by a webhook that is configured in Zendesk. Follow these steps to copy the URL needed for the webhook.
Click on the trigger step and copy the "Workato Webhook Address" to the clipboard
At the top-right click Save, then Exit.
To create the webhook is a 2-step process in Zendesk. First create the webhook, then create a trigger for the webhook. Follow the outline below and refer to Zendesk's Article on creating webhooks.
Creating the webhook in Zendesk that will send a payload to a recipe:
Click the 4-dot "Zendesk Products" menu in the upper-right corner
Click "Admin Center" -> Apps and Integrations -> Webhooks
Select "Create Webhook"
Select "Trigger or Automation", and Next
Define a name for the webhook (e.g. "GUIDEcx recipe builder webhook for ticket comments")
Keep the other defaults and click "Create Webhook"
Example Webhook URL:
Creating the trigger for the Webhook in Zendesk
Within Zendesk's Admin Center, navigate to the Webhooks section. You'll see the webhook you just created.
Hover over the far right side of your webhook entry. A 3-dot menu will appear. Click and select "Manage Triggers"
Click "Add Trigger"
Define a name for the trigger (e.g. "Comment added to Zendesk Ticket")
Add a trigger Condition which includes the following criteria:
Comment is Present (public or private)
Tags contains GUIDEcx
Add a trigger action
From the Add Action picklist menu select 'Notify active webhook' and then select the name of your webhook.
Paste the following into the JSON Body box and then click "create"
{
"id": "{{ticket.id}}",
"external_id": "{{ticket.external_id}}",
"title": "{{ticket.title}}",
"description": "{{ticket.description}}",
"status": "{{ticket.status}}",
"type": "{{ticket.ticket_type}}",
"tags": "{{ticket.tags}}",
"due_date": "{{ticket.due_date}}",
"priority": "{{ticket.priority}}",
"group": "{{ticket.group.name}}",
"url": "{{ticket.url}}",
"ticket_source": "{{ticket.via}}",
"latest_comment": "{{ticket.latest_comment}}",
"latest_comment_author": "{{ticket.latest_comment.author.name}}",
"current_user_email": "{{current_user.email}}"
}
Starting the Recipe
From within Recipe Builder, click the 3-dot menu to the right of each of the three recipes and select "Start Recipe". The Zendesk integration is now live.
Recipe Testing
To test this recipe, find a ticket in Zendesk tagged, "GUIDEcx" and add a comment. If the webhook is configured correctly, a task note should be added to GUIDEcx with "(from Zendesk)" appended to the end of it.