Zendesk triggers start a run from what happens to your tickets:
- Zendesk · New ticket
- Zendesk · Ticket updated
- Zendesk · Ticket solved
They are instant: publishing makes a webhook in your Zendesk account, and a Zendesk trigger that calls it, so nothing needs pasting — see How instant triggers work. If your Zendesk plan has no webhooks, they check your account every 5 or 15 minutes instead.
Who can do this
Workspace Admins and Editors. Zendesk is a paid-plan service: you can build and test the trigger on any plan; publishing the workflow asks for a paid plan. For the instant way, the connection's agent must be a Zendesk admin.
Before you start
A Zendesk connection. See Connect Zendesk.
Steps
Open the workflow in the designer and open the trigger picker — Browse all triggers, or select the trigger and Change how it starts.
Under Zendesk, select the event — New ticket, say. It reads Zendesk · instant.
In Connection, choose your Zendesk connection.
If your Zendesk plan has no webhooks, or the connection's agent is not a Zendesk admin, choose New ticket (checked every 5 minutes) or Ticket updated (checked every 5 minutes) instead. Zendesk is a paid-plan service, so they check every 5 minutes.
Add the steps, then Publish. Bizomate makes a webhook in Zendesk, and a Zendesk trigger named after the workflow that calls it for this event.
The panel reads Waiting for the first event — Make one happen; it appears here within seconds.
Test it with a real event:
- Open a test ticket in Zendesk from rohan@consulace.com.
- Within seconds the panel reads Listening — instant, with the last event.
- On Output, select Use the last event, then Test run.
What happens next
- Each event starts one run of the live version, in Production, with the ticket —
id(the ticket number),url,subject,description,status,priority,type,requesterId,requesterName,requesterEmail,groupId,groupName,assigneeId,assigneeName,tags,createdAt,updatedAt, and each custom field by its name. - Unpublishing, changing to another trigger, or deleting the workflow removes the webhook and the Zendesk trigger Bizomate made. Every publish sets them up again.
- Checked every 5 or 15 minutes, the first check only notes where things stand: tickets already there never start a run.
How Bizomate knows an event is Zendesk's
Zendesk signs every event it sends from the webhook. Bizomate checks the signature, and an event whose signature does not match is turned away and starts nothing.
Good to know
- You will see Bizomate's trigger in Zendesk under Admin Centre › Objects and rules › Triggers. Leave it as it is; editing or deleting it there stops the workflow hearing events until it is published again.
- Ticket updated fires for every change, including changes your workflow makes. Take care that a workflow updating tickets does not start itself again.
- Zendesk may send an event twice if Bizomate's answer is slow. Each delivery starts a run.
- Runs count in the month's allowance.
If something goes wrong
| What you see | Why | What to do |
|---|---|---|
| Not listening — Zendesk would not take Bizomate's address: … Fix it, then publish again. | The connection's agent is not a Zendesk admin, or the token was deleted. | Reconnect with an admin's email and a working token, then publish again. |
| Waiting for the first event stays | Nothing has happened yet, or Bizomate's trigger was turned off in Zendesk. | Open a test ticket. If it still waits, publish again. |
| Not checking since 10:45 with Zendesk's reason (checked every 5 or 15 minutes) | Zendesk stopped accepting the connection. | Select Reconnect, then Check now. See When an app trigger stops checking. |