New webhook integration from Zendesk

[Jason Donaldson]

Hi,

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

Thanks,
Jason 

[Alan Violada]

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]

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]

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 

[Jason Donaldson]

Thank you, that would be very helpful.