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Provision of data in Zendesk from a third-party system without webhook

  • September 13, 2024
  • 2 replies
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Fredrick

We use a server-side rendered (SSR) Zendesk app to display data from a third-party system in Zendesk. We would also like to make this data available for the macros. So that the macro can use this data, we write the data in custom fields in Zendesk, from the self-developed app via the Zendesk API.

 

We are of the opinion that the data cannot be kept up to date with this solution.

 

We would therefore like to know if this approach is in line with Zendesk's best practices and if there are any recommended alternatives or additional optimisations to make our integration even more efficient.

    2 replies

    O
    • Oscar20
    • January 17, 2025
    Hi Fredrick -
     
    Macros can currently update ticket fields by using the values associated with the existing ticket fields. In your case, you may need to consider regularly updating these ticket fields via API.
     
    I hope this helps! 
    Keara
    • Keara
    • January 22, 2025

    Hi Fredrick,

    It sounds like you're on the right track by using custom fields to store third-party data for macros in Zendesk. However, you're correct that keeping this data up to date might pose a challenge with this approach, especially as your data evolves over time.

    In terms of best practices, it’s generally recommended to leverage Zendesk’s Webhooks or Triggers for real-time data updates. This way, your third-party system can push changes directly into Zendesk whenever relevant data is updated, helping you maintain synchronization without relying on custom field updates manually.

    Additionally, Zendesk Apps Framework (ZAF) might offer more flexibility for building dynamic, real-time integrations. You could explore using it to directly retrieve and display data in your Zendesk UI rather than storing it in custom fields.

    Looking into these alternatives could improve the efficiency of your integration, allowing for a smoother and more reliable process.

    Let me know if you'd like more details or suggestions!

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