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Can I use a webhook and trigger to get data from the backend?

  • March 25, 2022
  • 3 replies
  • 0 views
R

I have a need to get data from the backend through a Webhook/API after the ticket is updated.  The ticket gets an update from through an API and then I need to trigger off that to look up a data to add to the ticket.   Is this possible?

      3 replies

      Gabriel31
      • Gabriel31
      • April 18, 2022
      Hi Ronald,
       
      I hope all is well! Yes, you are able to use webhooks to get data, please check our developer's page so you have all the API references that can be used to gather ticket data: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/
       
      However, please, be aware that Web developers typically use webhooks to invoke behavior in another system. You have mentioned that you would like to collect data and add it to the ticket. Even though it is possible to update tickets via Webhooks, we do not recommend this and this is addressed in the article "Can I use a trigger and a webhook to update tickets?" - https://support.zendesk.com/hc/en-us/articles/4408882855578-Can-I-use-a-trigger-and-a-webhook-to-update-tickets-
       
      For more information about creating Webhooks, please check: https://support.zendesk.com/hc/en-us/articles/4408839108378-Creating-webhooks-in-Admin-Center
       
      I hope it helps!
      Gabriel33
      • Gabriel33
      • September 22, 2022

      Hello @ron15,

      we developed an automated solution for that. You can get data from any backend with a public API and import the details you want into the ticket. The information can be placed as a ticket internet comment for the agent and it also can be added into custom fields. Further automation is also possible depending on the data you get. 

      The solution is ready via the API but we're developing an app to be published into Zendesk Marketplace. For the moment, if you want to use this solution please write us at zendesk@knots.io.

      Georg12
      • Georg12
      • February 8, 2023

      There is a app which exactly covers this use case and is easily setup in some minutes: API Data Sync https://www.zendesk.com/marketplace/apps/support/887304/api-data-sync-by-knots/

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