We have integrated Zendesk with our system. We are getting updates of the tickets through the webhook. There is no notification when someone deletes the ticket. So that ticket exist in our system but actually its deleted in Zendesk. Is there a way to overcome this issue?
No Notification when someone deletes a ticket
Hey Ashan Tharindu,
My knowledge about the web hooks is limited (but I'll dig into this in the near future). If it's somewhat like HTTP Targets, then it's triggered by a 'trigger'. Unfortunately triggers don't fire when a ticket gets deleted.
Not sure how your internal process or setup is, but there are several ways you could tackle this issue:
- You could periodically list soft deleted tickets, although this isn't very reliable if you don't cover tickets being restored or being permanently deleted right away.
- Didn't check this one, but I suspect deletion will show up in the incremental ticket event export. You could walk through this on a regular basis and find all ticket deletions since your last check. Probably the only reliable way.
- Another way would be to handle ticket deletions from your end. Let the agents only flag/tag the ticket and have the receiving end of the webhook take care of the actual deletion of the ticket in Zendesk. Could also be not reliable when you can't revoke rights, or when admins don't stick to the procedure.
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