Zendesk webhook

The Zendesk webhook collects support activity: tickets created and solved, comments added, and satisfaction ratings left.

Satisfaction ratings in particular are a churn predictor that usually lives outside the customer profile entirely.

Available events

Each event is normalised onto a named stream, so you build segments and journey triggers on the event name rather than on the payload shape.

Endpoint

The collector path for Zendesk events is:

https://<your collector host>/webhooks/events/zendesk

Every request must carry the source token issued when you create the connection. A payload that cannot be attributed to a known source is rejected rather than stored against a default.

Historical load

Connecting Zendesk runs a one-time historical load before the webhook takes over. It covers: Tickets, users and organizations.

The connector reports connected only once that load finishes, so a complete profile is never mistaken for a partial one. Records that arrive in the overlap between the load and the first webhook event are de-duplicated on the vendor's own event id.

Backfilled records do not trigger journeys, workflows or experiments.

Setup

Zendesk webhooks are created under Admin Center and fired by a trigger. Create the source in Intempt first.

Configure Zendesk

1. Create a Zendesk source on the Integrations page and copy the endpoint and token.

2. In Zendesk Admin Center, go to Apps and integrations, then Webhooks, and click Create webhook.

3. Paste the Intempt endpoint, set the request method to POST and the format to JSON.

4. Add the token as a bearer credential and save.

5. Create a trigger under Objects and rules that fires the webhook on the events above.