Webhooks for User and Organisation events

Zendesk recently launched an expansion on their webhooks functionality that allows you to subscribe to changes in Users and Organizations and act upon those actions. In this article we'll show how you can auto-complete agent profiles with a signature, alias and profile image upon creation.

Webhooks for User and Organisation events

Zendesk recently launched an expansion on their webhooks functionality that allows you to subscribe to changes in Users and Organizations and act upon those actions.

Announcing webhooks for user and organization events
Announced onRollout ends November 6, 2022November 6, 2022 We’re excited to announce a new way to set up webhooks that allows you to receive Zendesk events without having to set up a Support ...

Turning theoretical functionality into a real use case can be daunting, so in this article we'll highlight one use case to show what's possible with this cool new feature.

Completing Agent Profiles

When an admin adds a new Agent to the Agent Workspace Zendesk only asks for a name and email address. But often, we need to add more data to the profile: signature, alias, verify the email address, or add a Profile Picture.

Instead of doing this manually for each agent, we can leverage the Zendesk Event Webhooks and an external script to automatically complete profiles upon creation.

In our scenario we subscribe to the Support User Created event zen:event-type:user.created to get notified whenever a new user has been added to your instance.

We then run a script on Cloudflare Workers that will grab the incoming user ID, checks if this is an Agent, and adds a few items to their profile.

Cloudflare Workers are a free platform that allow you to upload and host scripts. It's ideal to expand your Zendesk functionality without running external servers which you need to manage and maintain.

More info here