Creating webhooks to interact with third-party systems

<body>
<p id="docs-hc-snippet" style="display: none;">Web developers typically use webhooks to invoke behavior in another system. For example, you can use webhooks to:</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create webhooks to send HTTP requests to third-party systems based on ticket, user, or other Zendesk events. Webhooks support various request methods, formats, and authentication options. Connect webhooks to triggers, automations, or subscribe to events to automate notifications and data sharing with services like Slack or Asana. You can test webhooks and customize headers for integration needs.</p>
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<div class="body">

<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>
A webhook sends an HTTP request to a specified URL in response to activity
in Zendesk Support. For example, you can configure a webhook to send requests when a
user is deleted or a new ticket is created.</div>
<p class="p">Web developers typically use webhooks to invoke behavior in another system. For example,
you can use webhooks to:</p>
<div class="p">
<ul class="ul">
<li class="li">Alert your team in <a class="xref" href="https://slack.com/" target="_blank">Slack</a> when an urgent ticket is created</li>
<li class="li">Pass ticket details to your docs team in <a class="xref" href="https://asana.com/" target="_blank">Asana</a> after a ticket is resolved</li>
<li class="li">Notify your own back-end service about an important ticket event</li>
</ul>
</div>
<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 create
webhooks. Trial accounts are limited to a maximum of 10 webhooks and a rate limit of 60
invocations per minute.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_jrt_lvp_dpb__ul_khf_sx5_dpb">
<li class="li"><a class="xref" href="#topic_l3s_sx5_dpb">About webhooks</a></li>
<li class="li"><a class="xref" href="#topic_bwm_1tv_dpb">Creating a webhook</a></li>
<li class="li"><a class="xref" href="#topic_ijl_fcx_dpb">Testing a webhook</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_l3s_sx5_dpb">
<h2 class="title topictitle2" id="ariaid-title2">About webhooks</h2>
<div class="body">
<p class="p">There are two ways to connect a webhook to activity in Zendesk Support:</p>
<ul class="ul" id="topic_l3s_sx5_dpb__ul_if3_bt3_hvb">
<li class="li">Subscribe the webhook to one or more Zendesk events. Use this connection method
to send requests based on organization, user, agent availability, help center,
community, ticket, or messaging activity. For a list of supported event types,
see <a class="xref" href="https://developer.zendesk.com/api-reference/event-connectors/webhooks/webhook-event-types/" target="_blank">Webhook event types</a> in the API
reference.</li>
<li class="li">Connect the webhook to a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank"><u class="ph u">trigger</u></a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850" target="_blank"><u class="ph u">automation</u></a>. Use this connection
method to send requests based on ticket activity.</li>
</ul>
<p class="p">A webhook that's subscribed to a Zendesk event can't connect to a trigger or
automation. Similarly, a webhook that's connected to a trigger or automation can't
subscribe to Zendesk events. You can't change an existing webhook's connection
method.</p>
<div class="p">A best attempt is made to deliver webhook events for actions in Zendesk to users as
near to real-time as possible. However, sometimes there is a delay.<div class="note">
<span class="notetitle">Note:</span> Don't use
webhooks to update Zendesk tickets directly. Doing so can cause race conditions
and rate limit errors. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882855578" target="_blank">Can I use a trigger and a webhook to update
tickets?</a>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_a1b_kt3_hvb">
<h3 class="title topictitle3" id="ariaid-title3"><strong class="ph b">Subscribing to Zendesk events</strong></h3>
<div class="body">
<p class="p" dir="ltr">A webhook that's subscribed to one or more Zendesk events always sends
requests using the POST HTTP method. The request includes a JSON payload that
contains the event's data. You can't change the HTTP method or the payload for
the request. For more information about event payload schemas, see <a class="xref" href="https://developer.zendesk.com/api-reference/event-connectors/webhooks/webhook-event-types/" target="_blank">Webhook event types</a> in the API
reference.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_snz_lt3_hvb">
<h3 class="title topictitle3" id="ariaid-title4"><strong class="ph b">Connecting to triggers or automations</strong></h3>
<div class="body">
<div class="p">If a webhook is connected to a trigger or automation, you can customize the HTTP
method, format, and content of the webhook's requests. You
select the HTTP method and request body format when you create the webhook.
Webhooks connected to a trigger or automation support the following request body
formats:<ul class="ul" id="topic_snz_lt3_hvb__ul_twb_nt3_hvb">
<li class="li" dir="ltr">
<p class="p" dir="ltr">JSON</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">XML</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Form-encoded content</p>
</li>
</ul>
</div>
<p class="p">You define the request's content when you connect the webhook to a trigger or
automation. For webhooks that use the POST, PUT, or PATCH HTTP method with a
JSON or XML request format, the content is the request payload. Webhooks using
other HTTP methods or formats don't include a request payload. Instead, you can
add custom URL parameters as an array of two key-value strings. When defining
the request payload or URL parameters, you can use any of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">available content placeholders</a> to
insert ticket data into the request.</p>
<p class="p">The webhook's request payload or URL parameters can't exceed 16,000
characters.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_dln_st3_hvb">
<h3 class="title topictitle3" id="ariaid-title5"><strong class="ph b">Webhook ordering and retries</strong></h3>
<div class="body">
<p class="p">When an event, trigger, or automation invokes a webhook, it queues the webhook
job to be run but doesn't actually run the job immediately. Because webhook jobs
are run independently, there is no guarantee that webhooks are executed in a
particular order.</p>
<p class="p">Webhook requests are automatically retried up to three times if the endpoint
returns certain HTTP response codes. Unlike targets, consecutive failed requests
won't deactivate webhooks. 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">Monitoring webhooks</a> in our developer
documentation.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_bwm_1tv_dpb">
<h2 class="title topictitle2" id="ariaid-title6">Creating a webhook</h2>
<div class="body">
<p class="p">You can create a webhook in Admin Center.</p>
<p class="p"><strong class="ph b">To create a webhook</strong></p>
<ol class="ol" id="topic_bwm_1tv_dpb__ol_cb1_24w_dpb">
<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_bwm_1tv_dpb__d9e2347" 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">Click <strong class="ph b">Create webhook</strong>.<div class="p">
<img class="image img-screenshot" id="topic_bwm_1tv_dpb__image_ygm_5x1_dqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/webhook_create_connection_method.png" width="660"><ul class="ul" id="topic_bwm_1tv_dpb__ul_srr_m53_hvb">
<li class="li">To subscribe the webhook to one or more Zendesk <a class="xref" href="https://developer.zendesk.com/api-reference/webhooks/event-types/webhook-event-types/" target="_blank">events</a>, select <strong class="ph b">Zendesk
events </strong>and select one or more event types from the
dropdown.</li>
<li class="li">To connect the webhook to a trigger or automation, select <strong class="ph b">Trigger
or Automation</strong>.</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Enter a <strong class="ph b">Name</strong> and <strong class="ph b">Description</strong> for the webhook.</li>
<li class="li">Enter the <strong class="ph b">Endpoint URL</strong> that is used to integrate with the third-party
service or system. See <a class="xref" href="#topic_tpb_ftv_dpb">Webhook endpoints</a>.<p class="p">When setting up a webhook to
integrate with a third party, you may need to consult the third party's
documentation.</p>
</li>
<li class="li">Select the webhook's <strong class="ph b">Request method</strong> and <strong class="ph b">Request format</strong>.</li>
<li class="li"> Select the <strong class="ph b">Authentication</strong> method for the webhook and provide any
additional information required. See <a class="xref" href="#topic_qbn_v4w_dpb">Authenticating your webhook</a>.</li>
<li class="li">(Optional) Click <strong class="ph b">Add header</strong> to add a custom header, and then enter a
<strong class="ph b">Header name</strong> and <strong class="ph b">Value</strong>. To add up to four more headers, click
<strong class="ph b">Add another header</strong>. See <a class="xref" href="#topic_t41_xjs_nwb">Custom webhook
headers</a>.<div class="note">
<span class="notetitle">Note:</span> Don't put sensitive information in your custom
headers.</div>
</li>
<li class="li">(Optional) Click <strong class="ph b">Test webhook</strong> to ensure it's working as expected.</li>
<li class="li">Click <strong class="ph b">Create webhook</strong> to create the webhook.</li>
<li class="li">For trigger and automation webhooks, you must connect the webhook to a trigger
or automation. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839108378#topic_dlc_lsz_2pb" target="_blank">Connect the webhook to a Support trigger or
automation</a>. After connecting the trigger or automation, return to the
<strong class="ph b">Create webhook</strong> page and click <strong class="ph b">Finish setup</strong>.</li>
</ol>
<p class="p">After you've created the webhook, you can view its details, subscriptions, and
activity from the Webhooks page in Admin Center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836101146" target="_blank">Managing webhooks</a>.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_tpb_ftv_dpb">
<h3 class="title topictitle3" id="ariaid-title7">Webhook endpoints</h3>
<div class="body">
<p class="p">Webhooks send requests to the endpoint URL that you specify when creating them.
The endpoint URL uses the following format:
<code class="ph codeph">https://www.yourdomain.com/path</code>.</p>
<p class="p">Although it isn't required, the use of secure HTTP (HTTPS) is recommended. By
providing a secure endpoint URL, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839108378#topic_qbn_v4w_dpb" target="_blank">enable authentication</a> and pass data
safely.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_t41_xjs_nwb">
<h3 class="title topictitle3" id="ariaid-title8">Custom webhook headers</h3>
<div class="body">
<p class="p">Custom headers provide a way to include additional information in the request
your webhook sends and can make it easier to connect to some third-party
services that have unique webhook header requirements. Note the following
requirements and limitations for custom headers:</p>
<ul class="ul" id="topic_t41_xjs_nwb__ul_lwm_rls_nwb">
<li class="li">To use custom headers, you must use a secure (HTTPS) endpoint URL.</li>
<li class="li">Don't include authentication credentials or other sensitive information in
custom headers. Instead, use the supported <a class="xref" href="#topic_qbn_v4w_dpb">authentication methods</a>.</li>
<li class="li">Header names must be unique and can't have more than 128 characters. All
alphanumeric US ASCII characters are supported, as well as the following
symbols: <code class="ph codeph">!</code>, <code class="ph codeph">#</code>, <code class="ph codeph">$</code>,
<code class="ph codeph">%</code>, <code class="ph codeph">&amp;</code>, <code class="ph codeph">'</code>,
<code class="ph codeph">*</code>, <code class="ph codeph">+</code>, <code class="ph codeph">-</code>,
<code class="ph codeph">.</code>, <code class="ph codeph">^</code>, <code class="ph codeph">_</code>,
<code class="ph codeph">`</code>, <code class="ph codeph">|</code>, and<code class="ph codeph"> ~</code>.</li>
<li class="li">Header values can be up to 1,000 characters in length and support all US
ASCII characters from 0x20 to 0x7E.</li>
<li class="li">The following headers aren't supported:<ul class="ul" id="topic_t41_xjs_nwb__ul_ank_jnb_hbc">
<li class="li">accept-charset</li>
<li class="li">accept-encoding</li>
<li class="li">connection</li>
<li class="li">content-encoding</li>
<li class="li">content-length</li>
<li class="li">content-md5</li>
<li class="li">content-type</li>
<li class="li">date</li>
<li class="li">expect</li>
<li class="li">forwarded</li>
<li class="li">host</li>
<li class="li">keep-alive</li>
<li class="li">max-forwards</li>
<li class="li">origin</li>
<li class="li">proxy-authenticate</li>
<li class="li">referer</li>
<li class="li">server</li>
<li class="li">te</li>
<li class="li">trailer</li>
<li class="li">transfer-encoding</li>
<li class="li">upgrade</li>
<li class="li">user-agent</li>
<li class="li">via</li>
<li class="li">www-authenticate</li>
<li class="li">zendesk-api-version</li>
<li class="li">zendesk-ep</li>
</ul>
</li>
<li class="li">Additionally, headers can't start with the following prefixes:<ul class="ul" id="topic_t41_xjs_nwb__ul_b3c_vnb_hbc">
<li class="li">access-control</li>
<li class="li">x-amzn</li>
<li class="li">x-apigw</li>
<li class="li">x-datadog</li>
<li class="li">x-envoy</li>
<li class="li">x-forwarded</li>
<li class="li">x-zendesk</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_qbn_v4w_dpb">
<h3 class="title topictitle3" id="ariaid-title9">Authenticating a webhook</h3>
<div class="body">
<p class="p">If your webhook is integrating with a secure endpoint, you have three options for
authenticating the webhook and the data it sends. You may want to reference
third-party documentation about your endpoint's authentication requirements or
work with a developer on your team to determine the correct authentication
method for your webhook.</p>
<div class="p">
<ul class="ul" id="topic_qbn_v4w_dpb__ul_ekl_vsw_dpb">
<li class="li">
<strong class="ph b">None required</strong>: No authentication is configured or required.</li>
<li class="li">
<strong class="ph b">API key</strong>: Use an API key to authenticate the webhook.</li>
<li class="li">
<strong class="ph b">Basic authentication</strong>: Use <code class="ph codeph">{email_address}/token</code>
as the username and your API token as the password to authenticate the
webhook. The traditional password-based authentication is
deprecated.</li>
<li class="li">
<strong class="ph b">Bearer token</strong>: Use an OAuth access token to authenticate the
webhook.</li>
</ul>
</div>
<p class="p">If your developers want more information about webhook authentication, see <a class="xref" href="https://developer.zendesk.com/documentation/event-connectors/webhooks/webhook-security-and-authentication/" target="_blank">Webhook security and
authentication</a>.</p>
<p class="p">For additional security, you can also verify the webhook's signature. For more
information, see <a class="xref" href="https://developer.zendesk.com/documentation/webhooks/verifying/" target="_blank">Verifying webhook authenticity</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_dlc_lsz_2pb">
<h3 class="title topictitle3" id="ariaid-title10">Connect a webhook to a trigger or automation</h3>
<div class="body">
<p class="p">To invoke a trigger and automation webhook, you must first connect it to a
trigger or automation. The triggers and automations specify the circumstances
under which the webhook should be invoked.</p>
<p class="p"><strong class="ph b">To connect a webhook to a Support trigger</strong></p>
<ol class="ol" id="topic_dlc_lsz_2pb__ol_z2n_s5w_dpb">
<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_dlc_lsz_2pb__d9e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Create a new trigger</a> or edit an
existing one by hovering your mouse pointer over the options icon (<img class="image" id="topic_dlc_lsz_2pb__image_zdh_q5z_cqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) and clicking <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Actions</strong>, click <strong class="ph b">Add action</strong>. Select <strong class="ph b">Notify webhook</strong>
and then select your webhook. </li>
<li class="li">Enter the webhook's request payload or URL parameters, depending on the
webhook's request format. The payload or parameters can't exceed 16,000
characters.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<div class="p">
<strong class="ph b">To connect a webhook to a Support automation</strong><ol class="ol" id="topic_dlc_lsz_2pb__ol_mnj_dpq_wqb">
<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_dlc_lsz_2pb__d9e1858" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">Create a new automation</a> or
edit an existing one by hovering your mouse pointer over the options
icon (<img class="image" id="topic_dlc_lsz_2pb__image_uw2_hpq_wqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) and clicking <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Perform these actions</strong>, click the add action icon (<img class="image" id="topic_dlc_lsz_2pb__image_vx4_4bx_dpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automations_add_action.png">). Select <strong class="ph b">Notifications: Notify
webhook</strong> and then select your webhook.</li>
<li class="li">Enter the webhook's request payload or URL parameters, depending on the
webhook's request format. The payload or parameters can't exceed 16,000
characters.</li>
<li class="li"> Click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_ijl_fcx_dpb">
<h2 class="title topictitle2" id="ariaid-title11">Testing a webhook</h2>
<div class="body">
<p class="p">In Admin Center, you have the option to test the webhook with different event sources
as well as requests. In addition to accessing existing webhooks specifically for
testing, you can also test the webhook during creation or editing.</p>
<p class="p"><strong class="ph b">To test a webhook</strong></p>
<ol class="ol" id="topic_ijl_fcx_dpb__ol_sf1_15s_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_ijl_fcx_dpb__d9e2347" 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">Find the webhook in the list, click the options menu icon (<img class="image" id="topic_ijl_fcx_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">Test
webhook</strong>.</li>
<li class="li">In the <strong class="ph b">Test webhook</strong> panel, select an event to test. This is a sample
request that you can use to test your endpoint URL.</li>
<li class="li">Enter the details of your test request—request body, parameters, or
headers.</li>
<li class="li">Click <strong class="ph b">Send test</strong>. The response is visible in the panel below your test
request.</li>
</ol>
</div>
</div>
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