Zendesk

Overview

The Zendesk connector subscribes to Zendesk event webhooks, so ticket changes reach Tessel within a second instead of waiting for a business rule to fire. Each event carries the ticket ID, the change and the actor, and Tessel loads the full ticket before the workflow runs.

Teams use it to tag tickets from paying customers by checking Stripe, to escalate urgent tickets to an on-call Slack channel and to issue a refund behind an approval step when an agent asks for one.

Event coverage

• Ticket created, plus status, priority and assignee changes

• Comments added, with public and internal comments told apart

• Users and organizations created or updated

How webhooks work

Tessel creates a webhook that subscribes to event types directly, with no trigger or automation needed. Zendesk signs each request with X-Zendesk-Webhook-Signature, and Tessel rejects anything that fails the check. Events are deduplicated by their ID before a run starts.

POST /api/v2/webhooks
{
  "webhook": {
    "name": "Tessel",
    "status": "active",
    "endpoint": "https://hooks.tessel.example/zd/41c2",
    "request_format": "json",
    "subscriptions": ["zen:event-type:ticket.created"]
  }
}

POST /api/v2/webhooks
{
  "webhook": {
    "name": "Tessel",
    "status": "active",
    "endpoint": "https://hooks.tessel.example/zd/41c2",
    "request_format": "json",
    "subscriptions": ["zen:event-type:ticket.created"]
  }
}

POST /api/v2/webhooks
{
  "webhook": {
    "name": "Tessel",
    "status": "active",
    "endpoint": "https://hooks.tessel.example/zd/41c2",
    "request_format": "json",
    "subscriptions": ["zen:event-type:ticket.created"]
  }
}

Rate limits

Writes count against your Zendesk plan's API limit, from 200 requests a minute on Team to 700 on Enterprise. Tessel uses the bulk update endpoint for batches of up to 100 tickets and backs off on a 429.

Permissions needed

Connect with OAuth as an admin, since only admins can create webhooks. Tessel requests read scopes for events and adds write scopes only for actions you use. Replies are posted as the connecting agent unless you pick another author.

• tickets:read and users:read for events and lookups

• webhooks:write to create the event webhook

• tickets:write only for create, update and reply actions