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Event Source for Zendesk

This event source registers itself as a notification receiver in Zendesk in order to capture events such as ticket creations.

Prerequisite(s)

  • API Token

API Token

An API token is required in order to let the TriggerMesh Zendesk event source create a corresponding Target and Trigger in your Zendesk account. To create a new API token from the Zendesk Admin interface, follow the instructions at Generating a new API token .

Deploying an Instance of the Source

Open the Bridge creation screen and add a source of type Zendesk.

Adding a Zendesk source

In the Source creation form, give a name to the event source and add the following information:

  • Email: Email address associated with the Zendesk account.
  • Subdomain: Name of the Zendesk subdomain, without the zendesk.com domain or https:// scheme.
  • Token: Reference to a TriggerMesh secret containing an API token to communicate with the Zendesk API, as described in the previous section.
  • Webhook username/password: arbitrary user name and password, used to verify event callbacks.

Zendesk source form

After clicking the Save button, you will be taken back to the Bridge editor. Proceed to adding the remaining components to the Bridge, then submit it.

Bridge overview

A ready status on the main Bridges page indicates that the Zendesk Target and Trigger were successfully created and that the event source is ready to forward events from Zendesk.

Bridge status

Verification of External Resources

To verify the successful deployment of the Zendesk event source, navigate to the Targets tab of the Extensions screen in the Zendesk Admin interface, below the Settings section. The event source instance should have created a Target following the naming pattern io.triggermesh.zendesksource.<user namespace>.<source name>.

Zendesk Target name

The Target is configured to include the webhook username and password defined earlier in each request header.

Zendesk Target details

The Target is linked to a Trigger, which can be found by navigating to the Triggers screen, below the Business rules section. This Trigger follows the same naming convention as the matching Target.

Zendesk Trigger name

The Trigger defines the condition on which a new event is generated and sent to the Target. In the example below, the condition is the creation of a new ticket.

Zendesk Trigger details

If the Trigger is marked as active, it will be sending notifications to the HTTP(S) endpoint exposed by the instance of the TriggerMesh Zendesk event source as soon as a corresponding action happens in Zendesk.

Event Types

com.zendesk.ticket.created

When a new ticket is created in Zendesk a registred source will emit an event of type com.zendesk.ticket.created. An example event of this type can be found below.

☁️  cloudevents.Event
Validation: valid
Context Attributes,
  specversion: 1.0
  type: com.zendesk.ticket.created
  source: triggermesh.zendesk.com/zdevntsrc
  id: aeb9d9c9-89a9-468f-b157-015160c03454
  time: 2021-01-29T15:10:08.500296727Z
  datacontenttype: application/json
Extensions,
  knativearrivaltime: 2021-01-29T15:10:08.522619069Z
Data,
  {
    "current_user": {
      "details": "",
      "email": "demo@triggermesh.com",
      "external_id": "",
      "first_name": "Demo",
      "language": "English",
      "name": "Demo",
      "notes": "",
      "organization": {
        "details": "",
        "name": "",
        "notes": ""
      },
      "phone": ""
    },
    "satisfaction": {
      "current_comment": "",
      "current_rating": ""
    },
    "ticket": {
      "account": "TriggerMesh",
      "assignee": {
        "email": "support@triggermesh.com",
        "first_name": "Triggermesh",
        "last_name": "Developer",
        "name": "Triggermesh Developer"
      },
      "brand_name": "TriggerMesh",
      "cc_names": "",
      "ccs": "[]",
      "current_holiday_name": "Liquid error: internal",
      "description": "----------------------------------------------\n\nDemo, Jan 29, 2021, 11:10\n\nhello world",
      "due_date": "",
      "external_id": "",
      "group_name": "Support",
      "id": 343,
      "organization": {
        "details": "",
        "external_id": "",
        "name": "",
        "notes": ""
      },
      "priority": "",
      "requester": {
        "details": "",
        "email": "demo@triggermesh.com",
        "external_id": "",
        "field": "",
        "first_name": "Demo",
        "language": "English",
        "last_name": "Demo",
        "name": "Demo",
        "phone": ""
      },
      "status": "Open",
      "tags": "oracle",
      "ticket_field_id": "",
      "ticket_field_option_title_id": "",
      "ticket_type": "Ticket",
      "title": "hello world",
      "url": "triggermesh.zendesk.com/agent/tickets/343",
      "via": "Web Form"
    }
  }