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New webhook integration from Zendesk

Jason Donaldson September 12, 2024

Hi,

As Zendesk are deprecating triggers has anyone replaced them with webhooks as per Zendesk suggestion ? 


Thanks,
Jason 

1 answer

1 vote
Alan Violada
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 13, 2024

Hey Jason, Alan from the Opsgenie Support team here.

 

We are currently working on updating the integration and the documentation, you can track this in the below request:

https://jira.atlassian.com/browse/OPSGENIE-1972 

In the meantime, the below steps should work for getting the integration working via Webhooks:

See the steps below to define a new Zendesk webhook to send to Opsgenie

  1. Navigate to the Admin Center
     
  2. Click on ‘Apps and integrations’, and select ‘Webhooks’
     
  3. Select Actions > Create webhook, and define a webhook with the following values:
    Endpoint URL: https://api.opsgenie.com/v2/json/integrations/zendeskv2?apiKey=<your-api-key>
    Request method: POST
    Request format: Form encoded
    Authentication: None
  4. Save the webhook, and navigate back to the main menu. Click into Settings (⚙) > Triggers, and select either ‘Add Trigger’ if this is an entirely new setup, or edit an existing trigger
  5. In your trigger definition, we’ll configure two key things - first, set the Action as ‘Notify active webhook’, and point it towards the webhook you just defined. Then add a single URL parameter with the key ‘ticket’, and the value below. Note that this is copied from here, and you can add the other action trigger bodies in a similar way.

 

action: create || id: {{ticket.id}} || status: {{ticket.status}} || title: {{ticket.title}} || tags: {{ticket.tags}} || link: {{ticket.link}} || external_id: {{ticket.external_id}} || via: {{ticket.via}} || priority: {{ticket.priority}} || ticket_type: {{ticket.ticket_type}} ||gi score: {{ticket.score}} || groupname: {{ticket.group.name}} || due_date: {{ticket.due_date}} || account: {{ticket.account}} || assigneename: {{ticket.assignee.name}} || requestername: {{ticket.requester.name}} || organizationname: {{ticket.organization.name}} || in_business_hours: {{ticket.in_business_hours}} || description: {{ticket.description}}

Save the trigger once this is added, and you should be able to test the trigger and see the resulting alert created/updated in Opsgenie

 

If you run into any issues with this, I would recommend creating a support ticket at Atlassian Support so that we can help troubleshoot.

Regards,

Alan

Jason Donaldson October 11, 2024

This did not work so I raised a support ticket which referred me to [OPSGENIE-1972] Update Zendesk integration to work with Webhooks - Create and track feature requests for Atlassian products. which is unresolved at this point 11 Oct 2024.

Chris DeGidio
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 11, 2024

hey @Jason Donaldson our engineering team is actively working to update the integrations within the product and the documentation. I will be updating the public feature request as well with this information and engineering will be updating it once the integration is corrected. 

- Chris 

Like Jason Donaldson likes this
Jason Donaldson October 11, 2024

Thank you, that would be very helpful.

 

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