Zendesk
Send contact and ticket data to Regal using Zendesk Webhooks & Business Rule Triggers
Sending data from Zendesk to Regal
Regal relies on the Zendesk Webhook Action & Business Rule Triggers to send data to Regal. You can refer to Zendesk developer documentation for additional information and examples.
You need to be a Zendesk Organization Admin in order to set up the below integration.
1) Create New Zendesk Webhook
Navigate to Zendesk Admin Portal & Select "Webhooks", under the "Apps and integrations" section on the left hand bar
![](https://files.readme.io/048b275-zendesk_data_in_02.png)
Click "Create Webhook" in the top right
![](https://files.readme.io/f1c52b0-zendesk_data_in_03.png)
In the Create Webhook Page, under step 1 "Select a way to connect" select "Trigger or automation"
![](https://files.readme.io/ca13639-zendesk_data_in_04.png)
Click "Next" in the bottom right
Add the below under Step 2, "Add details"
- Name your webhook (e.g. Regal New Ticket Event)
- Description is optional
- Endpoint URL:
https://events.regalvoice.com/events
- Request method: POST
- Request format: JSON
- Authentication: API Key
- Header Name: Authorization
- Value: YOUR API KEY (If you need your API email [email protected] or contact your implementation manager)
![](https://files.readme.io/b4cab3c-zendesk_data_in_05.png)
Click "Create Webhook" and then Click "Finish setup"
Click "Leave without connecting" on the next modal
![](https://files.readme.io/f5c9baf-CleanShot_2024-04-10_at_07.50.452x.png)
2) Create Zendesk Business Rule Trigger
Now that you have created the base Regal Webhook, you now need to create a Trigger and Define the Webhook action.
Navigate to Zendesk Admin Portal & Select "Triggers", under the "Objects and rules > Business Rules" section on the left hand bar
Click "Create Trigger" in the top right
![](https://files.readme.io/66dddf1-zendesk_data_in_06.png)
Configure the Trigger
- Trigger name (e.g. Regal Trigger - High Priority Ticket Created)
- Description
- Category: Add new category or add to existing
- Conditions: Specify the AND OR logic that will trigger the event to Regal
- In this example the Regal event will Trigger when the Zendesk ticket status is changes to "New" and the Requester User Type is "High Priority"
- Actions: Add the Webhook action you created previously by Navigating to "Other > Notify by" the selecting "Active Webhook"
![](https://files.readme.io/059a272-CleanShot_2024-04-10_at_08.02.47.gif)
- Configure JSON Body (example payload below) to match Regal's expected event format. More information can be found in our API docs.
- As you can see in the below example, we are able to add dynamic Zendesk placeholder to include in the event.
![](https://files.readme.io/90d8685-CleanShot_2024-04-10_at_08.21.26.gif)
Click "Create"
Test Trigger & Webhook by performing the defined trigger and see if an event appears in the Regal "Recent Activity" feed.
![](https://files.readme.io/c1fa38e-zendesk_data_in_08.png)
Event Examples:
If you want to find more Regal examples, please refer to our API Documentation.
{
"traits": {
"firstName": "{{ticket.requester.first_name}}",
"lastName": "{{ticket.requester.last_name}}",
"zendesk_id": "{{ticket.requester.external_id}}",
"zendesk_ticket_url": "{{ticket.url}}",
"zendesk_ticket_id": "{{ticket.id}}",
"zendesk_ticket_assignee_email": "{{ticket.assignee.email}}",
"phones": {
"{{ticket.requester.phone}}": {
"voiceOptIn": {
"subscribed": true
},
"smsOptIn": {
"subscribed": true
}
}
},
"emails": {
"{{ticket.requester.email}}": {
"label": "Zendesk",
"emailOptIn": {
"subscribed": true
}
}
}
},
"name": "High Priorty Zendesk Ticket",
"properties": {
"zendesk_organization_name": "{{ticket.organization.name}}",
"zendesk_ticket_tittle": "{{ticket.title}}",
"zendesk_ticket_url": "{{ticket.url}}",
"zendesk_ticket_id": "{{ticket.id}}",
"zendesk_ticket_assignee_email": "{{ticket.assignee.email}}"
},
"eventSource": "Zendesk"
}
Updated 4 months ago