Activity Tracking


You can set up a Webhook to pull ticket information from Zendesk to CustomerGauge for example when a new ticket is created or when a ticket is closed. This allows account managers get 360 view of the health of their accounts and mitigate any support issues that could lead to the churn of the customer.




Requirements

  • Access to Triggers and Extensions > Targets in Zendesk
  • Admin role in CustomerGauge


How to set it up:

  1. Set up in CustomerGauge
    • Go to the Integration page under the Setup menu in CustomerGauge and click the "Webhooks" button in the top-right corner.
    • Press the "New Webhook" button in the top-right corner.
    • Select "Zendesk"
    • Give your Webhook a descriptive name, and select the Data Type "Activities - Tickets" and press the Add Trigger button.
    • Copy the Webhook URL, Username, and Password to a safe place.
    • Your webhook is automatically turned on — Make sure to Disable the webhook if you'd prefer to keep it turned off for now.
    • You can now set up your webhook in Zendesk (see below).
  2. Set up in Zendesk
    • First, visit the Targets tab in the Extensions page, found under the Settings menu section.
    • Click the "add target" link, and select "HTTP Target".
    • Give your Target a name that you can recognize among your other Targets.
    • In the Url field, paste the Webhook URL you copied over from CustomerGauge.
    • Set the Method to PUT, and Content Type to JSON.
    • Enable Basic Authentication, and paste the Username and Password you copied over from CustomerGauge.
    • Select "Create Target" next to the Submit button, and then click the Submit button.
    • Now visit the Triggers feature under the Business Rules menu section, and press the Add Webhook button in the top-right corner.
    • Give your trigger a descriptive name that you'll recognize amongst the other Triggers in Zendesk.
    • Set up Conditions as appropriate for this Activity. We recommend using "Status Is Closed".
    • Click the Action button, followed by "Notify target", and select the Target you just created.
    • In the JSON body textarea, add the following snippet;
      {
        "account": "{{ticket.account}}",
        "reference": "{{ticket.id}}",
        "source": "Zendesk",
        "type": "Support Ticket",
        "contact": "{{ticket.requester.email}}",
        "additional_information_array": {
          "Ticket Title": "{{ticket.title}}",
          "Requester_name": "{{ticket.requester.name}}",
          "Agent_name": "{{ticket.assignee.name}}",
          "URL": "{{ticket.url}}",
          "Priority": "{{ticket.priority}}",
          "Status": "{{ticket.status}}"
        }
      }

      You can enrich the "additional_information_object" with additional placeholders that you think are important to pass on to CustomerGauge.

    • Save your Trigger, and you're all set up!