Managing webhooks

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<p id="docs-ai-summary-content">Manage webhooks to streamline customer interactions by editing, cloning, deactivating, or deleting them. Monitor webhook activity through detailed logs and address issues by debugging failed invocations. Use activity filters and understand HTTP response codes to diagnose problems. Ensure actions are idempotent to handle duplicate invocations effectively. Remember, webhooks created by apps have specific limitations on editing and deletion.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Apps and integrations &gt; Webhooks &gt;
Webhooks</span>
</div>
</div>
<p class="p">Webhooks are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839108378" target="_blank">created</a> and managed in Zendesk Admin Center
from the Webhooks page.</p>
<p class="p">You must be an admin or an agent in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents#topic_cxn_hig_bd" target="_blank">custom role</a> with permission to manage
webhooks.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_d2r_l4s_2pb__ul_vyd_2rz_2pb">
<li class="li"><a class="xref" href="#topic_i4x_hcx_dpb">Editing and managing webhooks</a></li>
<li class="li"><a class="xref" href="#topic_ahg_frz_2pb">Viewing a webhook's activity</a></li>
<li class="li"><a class="xref" href="#topic_krm_jcx_dpb">Debugging a webhook</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_i4x_hcx_dpb">
<h2 class="title topictitle2" id="ariaid-title2">Editing and managing webhooks</h2>
<div class="body">
<p class="p">In most cases, admins can edit, clone, deactivate, and delete webhooks. However,
webhooks that are created by app requirements can be edited but can't be cloned or
deleted. Webhooks created by app requirements can be updated by the apps developer
and override changes made by account admins. After a webhook is created, you can't
change its connection method.</p>
<p class="p"><strong class="ph b">To edit a webhook</strong></p>
<ol class="ol" id="topic_i4x_hcx_dpb__ol_zz2_hzz_2pb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_i4x_hcx_dpb__d9e2249" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Webhooks &gt;
Webhooks</strong>.</span></li>
<li class="li" dir="ltr">Find the webhook in the list, click the options menu icon (<img class="image" id="topic_i4x_hcx_dpb__image_akd_r5z_cqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the webhook's row, and then click
<strong class="ph b">Edit</strong>.</li>
<li class="li">Modify the webhook as needed. <p class="p">All fields can be edited. However, when using
authentication, the <em class="ph i">key</em>, <em class="ph i">token</em>, or <em class="ph i">password</em> can't be
viewed after the webhook is created or updated. To remove a custom header,
click the delete icon ( <img class="image" id="topic_i4x_hcx_dpb__image_h1y_5hv_4wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_webhooks_delete_value.png"> ).</p>
</li>
<li class="li">(Optional) <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839108378#topic_ijl_fcx_dpb" target="_blank">Test</a> the changes you made to the
webhook.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To clone a webhook</strong></p>
<ol class="ol" id="topic_i4x_hcx_dpb__ol_xf4_nnf_jsb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_i4x_hcx_dpb__d9e2249" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Webhooks &gt;
Webhooks</strong>.</span></li>
<li class="li" dir="ltr">Find the webhook in the list, click the options menu icon (<img class="image" id="topic_i4x_hcx_dpb__image_pjq_rzf_jsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the webhook's row, and then click
<strong class="ph b">Clone</strong>.</li>
<li class="li">Edit the webhook's <strong class="ph b">Name</strong> and modify the webhook as needed.</li>
<li class="li">Click <strong class="ph b">Update</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To deactivate a webhook</strong></p>
<ol class="ol" id="topic_i4x_hcx_dpb__ol_xfq_qnf_jsb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_i4x_hcx_dpb__d9e2249" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Webhooks &gt;
Webhooks</strong>.</span></li>
<li class="li" dir="ltr">Find the webhook in the list, click the options menu icon (<img class="image" id="topic_i4x_hcx_dpb__image_kbz_rzf_jsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the webhook's row, and then click
<strong class="ph b">Deactivate</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Deactivate</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To delete a webhook</strong></p>
<ol class="ol" id="topic_i4x_hcx_dpb__ol_ubd_tnf_jsb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_i4x_hcx_dpb__d9e2249" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Webhooks &gt;
Webhooks</strong>.</span></li>
<li class="li" dir="ltr">Find the webhook in the list, click the options menu icon (<img class="image" id="topic_i4x_hcx_dpb__image_cy3_szf_jsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the webhook's row, and then click
<strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ahg_frz_2pb">
<h2 class="title topictitle2" id="ariaid-title3">Viewing a webhook's activity</h2>
<div class="body">
<p class="p">Each webhook has an activity log. In addition to a detailed record of invocations,
you can also see the number of requests in the last seven days.</p>
<p class="p">A webhook invocation is automatically retried up to five times if the endpoint
returns certain HTTP response codes. For more information and examples of retry
scenarios, see <a class="xref" href="https://developer.zendesk.com/documentation/event-connectors/webhooks/creating-and-monitoring-webhooks/#webhook-retry-logic" target="_blank">Webhook retry logic</a> in our developer
documentation.</p>
<p class="p">Zendesk makes a best effort to deliver actions to webhooks a single time. However, we
can't guarantee it. It is possible for a webhook to be invoked by the same action
multiple times or, under certain circumstances such as the <a class="xref" href="https://developer.zendesk.com/documentation/webhooks/creating-and-monitoring-webhooks/#webhook-circuit-breaker" target="_blank">webhook circuit breaker</a> being triggered,
actions might not be delivered at all. To detect duplicate invocations, you could
use <a class="xref" href="https://developer.zendesk.com/documentation/webhooks/verifying/" target="_blank">webhook signatures</a>. If this is problematic
for your workflow, ensure actions resulting from your webhooks are idempotent.</p>
<ol class="ol" id="topic_ahg_frz_2pb__ol_jvj_mc1_fpb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ahg_frz_2pb__d9e2249" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Webhooks &gt;
Webhooks</strong>.</span></li>
<li class="li" dir="ltr">Find the webhook in the list, click the options menu icon (<img class="image" id="topic_ahg_frz_2pb__image_n2v_szf_jsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the webhook's row, and then click <strong class="ph b">View
details</strong>.</li>
<li class="li">Click the <strong class="ph b">Activity</strong> tab.</li>
<li class="li">Click <strong class="ph b">Filter</strong> to filter the activity log by start date, start time, end
date, end time, or status, and then click <strong class="ph b">Apply filters</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_krm_jcx_dpb">
<h2 class="title topictitle2" id="ariaid-title4">Debugging a webhook</h2>
<div class="body">
<p class="p">If a webhook isn't working correctly, failed invocations will be visible in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836101146#topic_ahg_frz_2pb" target="_blank">webhook's activity log</a>. You can filter the
activity log by a status of <em class="ph i">Failed </em>or by a specific type of error. From the
Activity tab, you can also click on an Invocation ID to view the request and
response for a specific invocation of the webhook.</p>
<p class="p"><img class="image img-screenshot" id="topic_krm_jcx_dpb__image_yw5_14h_ttb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_webhooks_invoc_panel.png" width="350"></p>
<p class="p">In most cases, the response comes from the third-party service
that receives the webhook's request, not Zendesk itself. You
typically need to work with this service to fix errors.</p>
<p class="p">You can use the numeric code in the response status to diagnose
issues. These response status codes are standard across HTTP
requests. For a list of the standard HTTP response status codes and
their meaning, see
<a class="xref" href="https://developer.mozilla.org/en-US/docs/Web/HTTP/Status" target="_blank">HTTP response status codes</a>
in the MDN web docs.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If a service uses custom HTTP response status codes, you
may need to consult their documentation.</div>
</div>
<p class="p">Webhook requests have a 12-second timeout. A "Failed:
504 Gateway Timeout" response status indicates a service didn't respond to a
webhook's request within this timeout period. The timeout period is not
adjustable.</p>
</div>
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