Recreating a Lost Webhook

    Problem

    Changes on Zendesk tickets get not picked up by the Exalate, no synchronization is happening

    Cause

    Exalate for Zendesk is a 'push' type of integration, where a webhook on the Zendesk side will notify the exalate that a ticket is created or updated.
    If for some reason that webhook gets deleted - Exalate will never be notified about the fact that an update or create happened

    Solution

    Step 1 - Recover the Exalate URL

    Make sure that you got the address of your Exalate for Zendesk.
    It is an URL with the following format https://zendesk-aaaa-bbbb-cccc-dddd.exalate.cloud

    This can be found in the general settings of the Exalate app



    Step 2 - Add a Target

    The target will define where a webhook needs to be sent.
    The target can be found at Zendesk Admin -> Extensions


    Add a target, select HTTP target


    Enter following fields


    • Name - Exalate
    • URL - the exalate url + "/webhooks" appended (warning)

      https://zendesk-aaaa-bbbb-cccc-dddd.exalate.cloud/webhooks
    • Select 'create target' in the dropdown and submit

    Step 3 - Configure the Webhook

    Access 'Triggers' in the admin section, and 'Add trigger'


    Configure the name and conditions in the section 'Meet ANY' of the following conditions

    Configure the action

    Set it to 'Notify Target' and select the target just created

    The JSON body must contain

    {
      "ticket": {
    	"id": "",
    	"subject": ""
      },
      "executor": ""
    }

    Step 4 - Test it


    ...