Incoming Webhooks: Send Survey upon Ticket Closed in Zendesk : Helpdesk

Introduction

You can use Incoming Webhooks to trigger a Survey Send from CustomerGauge whenever an event, such as Ticket Closed, happens in Zendesk.

How to Setup

You'll need to set things up in both CustomerGauge and Zendesk in order to send surveys when a ticket gets closed.

In CustomerGauge

To be able to generate an incoming webhook that can trigger survey invitations you will need an Inbound Mapping. You can check how to set it up here.

Navigate to Data → Rest APIs → Inbound Mapping.
Under Actions, click on the 3 dots and then Generate Webhook.
Click on Save.
A webhook will be generated and all the necessary information will be shown.

If you need to check the webhook information and credentials at a later stage, you can do so by following these instructions:

Navigate to Data → Integrations → Webhooks.
Under Actions, click on the 3 dots and then View. You can also Deactivate or Delete the webhook here as well.

In Zendesk

To set things up in Zendesk, you need to have access to the Admin Center. You'll need to navigate to Admin Center and to "Triggers".

First, navigate to Admin Center > Apps and Integrations > Webhooks and create a new webhook (Actions drop-down at the top-right of the screen).
Fill in the details as follows:
- Name: Name your webhook to something that you and your colleagues will recognize, for example "Send CustomerGauge Survey".
- Endpoint URL: Paste the Webhook URL you obtained from within CustomerGauge.
- Request Method: Change the drop-down to PUT.
- Request Format: Keep this as JSON.
- Authentication: Change the drop-down to Basic Authentication, and copy/paste the Username and Password you obtained from CustomerGauge earlier.
- Hit the Create button, and your Webhook should be set up!
Now navigate to Zendesk > Admin > Business Rules > Triggers and press the New Trigger button.
Fill in the details as follows:
- Name: Name your webhook to something that you and your colleagues will recognize, for example "Send CustomerGauge Survey when Ticket gets Closed".
- Conditions: You can add any condition that you'd like, but you'd want to make sure that you include "Status Changed To Closed" (or Solved).
- Actions: Add the Action 'Notify active webhook', and select the Webhook you created (in our example "Send CustomerGauge Survey").
- JSON body: Add the following JSON snippet, and make any changes as necessary. You'd want to replace each JSON key with the value of the respective Field Heading as configured in your API Import Configuration in CustomerGauge. In the value of each JSON key/value pair, you'd want to add a static value, or any of the Available Placeholders.
```
{
  "Account Name": "{{ticket.organization.name}}",
  "Email": "{{ticket.requester.email}}",
  "First Name": "{{ticket.requester.first_name}}",
  "Last Name": "{{ticket.requester.last_name}}"
}
```
- Hit the Create button, and you should be all set up!