Set up a webhook

Configure a webhook to subscribe to Zendesk with a ServiceNow callback URL.

Before you begin

Role required: admin

Procedure

1. Register a Zendesk webhook in ServiceNow to notify ServiceNow when certain events occur in Zendesk.

   1. Log in to your ServiceNow instance as an admin.

   2. Navigate to Zendesk Spoke > Webhook Registries.

   3. Click New.

   4. Provide a name to identify the webhook registry record for Name.

   5. Click the Generate Token related link.

      A secret token is generated and displayed. This values is also updated in Token.

   6. Right-click the form header and click Save.

   7. Click Create Webhook.

      A confirmation message is displayed that the webhook creation is initiated and value of Webhook ID is populated.

2. In the Zendesk account, set up event-based rules that run every time a ticket is created or updated.

   1. Log in to the Zendesk account.

   2. Navigate to Zendesk Admin Center.

   3. Navigate to Objects and rules > Business rules > Triggers.

   4. Click Add trigger.

   5. On the form, fill these values.

<table id=“table_owm_ndb_hxb”><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Trigger name

</td><td>

Name to identify the trigger.

</td></tr><tr><td>

Category

</td><td>

Required event category. Select Tickets.

</td></tr><tr><td>

Conditions

</td><td>

Trigger conditions.Under Meet ANY of the following conditions, provide these conditions:[Omitted image “zendesk-trigger-condition.png”] Alt text: Trigger conditions.

</td></tr><tr><td>

Actions

</td><td>

Select Notify active webhook for Notifications and select the ServiceNow webhook.In JSON body, enter:

{ 
"id":"{{ticket.id}}", 
"priority":"{{ticket.priority}}", 
"status":"{{ticket.status}}", 
"subject":"{{ticket.title}}", 
"description":"{{ticket.description}}", 
"due_at":"{{ticket.due_date}}", 
"requester":"{{ticket.requester.name}}" 
}

</td></tr></tbody> </table> 6. Click Create.

    A confirmation message is displayed that the trigger is created.

Result

The webhook is setup. When a ticket is created or updated in Zendesk, the details are stored in your ServiceNow instance. To access the Zendesk tickets in your ServiceNow instance, navigate to Zendesk Spoke > Webhook > Tickets.