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.


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

How to set it up:

  1. Set up in CustomerGauge
    • Go to Data → Integrations in CustomerGauge and click the "Webhooks" tab.
    • 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": "{{}}",
      "source": "Zendesk",
      "type": "Support Ticket",
      "contact": "{{}}",
      "additional_information_array": {
      "Ticket Title": "{{ticket.title}}",
      "Requester_name": "{{}}",
      "Agent_name": "{{}}",
      "URL": "{{ticket.url}}",
      "Priority": "{{ticket.priority}}",
      "Status": "{{ticket.status}}"

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

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