Webhooks

This guide covers how to create, edit, and manage Zendesk webhooks at GitLab. Administrators should review the Administrator tasks section.

Understanding webhooks

What are webhooks

As per Zendesk:

A webhook sends an HTTP request to a specified URL in response to an event, such as a trigger or automation firing in Zendesk Support. Web developers typically use webhooks to invoke behavior in another system.

Simplified, it is an HTTP request made to another system. These can be used for things such as GitLab issue creation, alerting Slack, etc.

Using a webhook in Zendesk

Webhooks are used exclusively by other items in Zendesk (usually Zendesk events, automations, and triggers). As such, you do not “directly” use them. You instead “indirectly” use them when the triggering object runs.

How we manage webhooks

We currently manage all webhooks within Zendesk itself.

Creating webhooks as a non-admin

For the creation of a webhook, please create a Feature Request issue (as it will require manual intervention by the Customer Support Operations team).

Editing webhooks as a non-admin

For the modification of a webhook, please create a Feature Request issue (as it will require manual intervention by the Customer Support Operations team).

Deleting webhooks as a non-admin

For the deletion of a webhook, please create a Feature Request issue (as it will require manual intervention by the Customer Support Operations team).

Administrator tasks

Viewing webhooks in Zendesk

1. Navigate to the admin dashboard for the Zendesk instance
   • Zendesk Global (production)
   • Zendesk Global (sandbox)
   • Zendesk US Government (production)
   • Zendesk US Government (sandbox)
2. Go to Apps and integrations > Webhooks > Webhooks
   • Zendesk Global
   • Zendesk Global (sandbox)
   • Zendesk US Government
   • Zendesk US Government (sandbox)

You can click on the webhook’s name for more information.

Viewing logs for a webhook

To view the logs for a webhook:

1. Go to the webhooks page
2. Click on the name of the webhook you wish to view the logs for
3. Click on the Activity tab

From there, you can click the Invocation ID of an event to see more details.

Testing a webhook

To test a webhook:

1. Go to the webhooks page
2. Click on the name of the webhook you wish to view the logs for
3. Click the Actions link at the top-right of the page
4. Click Test Webhook
5. Enter the payload information (what exactly you use will vary based off the webhook itself)
6. Click the Send test button

Creating a webhook

To create a webhook in Zendesk:

1. Go to the webhooks page
2. Click the Create webhook button at the top-right of the page
3. Select the type of webhook
   • Events: Based off Zendesk events, such as user creation, organization modification, etc.
   • Trigger or automation: Run via trigger or automation
4. Click Next (at the bottom-right of the page)
5. If making an Events type webhook:
   1. Select the event types to use
   2. Click Next (at the bottom-right of the page)
6. Enter the name of the webhook
7. Enter a description for the webhook (optional)
8. Enter an endpoint URL (i.e. where a payload is sent)
9. Select the request method
10. Select the request format
11. Enter the type of authentication to use
12. Enter any additional headers needed (up to 5)
13. While optional, you will have the opportunity to test the webhook you are creating. You should do this to ensure it is going to work properly.
    • Clicking the button will bring up the test prompt. See Testing a webhook for more information.
14. Click Create webhook button at the bottom-right of the page

Editing a webhook

To modify a webhook in Zendesk:

1. Go to the webhooks page
2. Click on the name of the webhook you wish to edit
3. Click the Actions link at the top-right of the page
4. Click Edit
5. Make the changes you need to make
6. While optional, you will have the opportunity to test the webhook you are modifying. You should do this to ensure it is going to work properly.
   • Clicking the button will bring up the test prompt. See Testing a webhook for more information.
7. Click the Update button at the bottom-right of the page

Deactivating a webhook

To deactivate a webhook in Zendesk:

1. Go to the webhooks page
2. Click on the name of the webhook you wish to deactivate
3. Click the Actions link at the top-right of the page
4. Click Deactivate
5. Click Deactivate webhook to confirm the deactivation

Deleting a webhook

To delete a webhook in Zendesk:

1. Go to the webhooks page
2. Click on the name of the webhook you wish to delete
3. Click the Actions link at the top-right of the page
4. Click Delete
5. Click Delete webhook to confirm the deletion

Common issues and troubleshooting

This is a living section that will have items added to it as needed.