Iterable now integrates with Zendesk's webhooks to enable the automation of contact updates and messaging campaigns based on user actions taken in Zendesk.
If you’re not already an Iterable client, click here to request a demo and discuss the how the Iterable Zendesk integration can work for you.
**Note: You must have Zendesk admin access to setup this integration. Reference this Zendesk support doc for further help setting up the webhook in Zendesk.
Create a API Key in Iterable
1. Sign into your Iterable account at https://app.iterable.com/login/.
3. Select Integrations -> API Keys from the left navigation menu.
3. Copy the API Key from the key column of the Existing API keys table.
Creating a Webhook in Zendesk
**In this example, we will create a Zendesk Webhook that will post an event to Iterable Track.Event Endpoint. You can also use this method to update information on the user profile simply by mapping the webhook or “Notify Target”, as Zendesk refers to it, to the update.Users Endpoint.
- In Zendesk Support, click the Admin icon () in the left sidebar, then select Settings > Extensions.
- Click the Targets tab and click Add Target.
- Select HTTP Target. You will be taken to a page like the screenshot below.
- For the URL, type in the event’s endpoint URL with the API appended as such: https://api.iterable.com/api/events/track?apiKey=[Your_API_Key].
- Choose Method = POST and Content Type = JSON.
- Hit “Submit” and you will get this page where you can test a call to Iterable’s endpoint with you’re proposed JSON body:
- Open a new tab for “Triggers” under “Business Rules.”
- Click “Create New Trigger” and set up your logic. It should look something like this:
- Under “Actions” is where you can map your Trigger to the Webhook you just created. For the first dropdown, select “Notify Target.”
- For the second dropdown, select the name of the webhook you created in the previous steps where it says “Sync New Ticket Events to Iterable” in the screenshot above.
- Formatting your JSON Payload: Please follow the format specified here. Your payload should look like the one shown above and needs at minimum the “email” and “eventName”.
- To insert, “placeholders” or “merge parameters” as we would call them at Iterable, type them in directly as the value. For a list of available “placeholders” click on “view available placeholders” at the bottom of the screen.
- Once you have your JSON Payload formatted to your liking, copy it and open up the previous tab with the webhook configuration open.
- Paste your JSON Payload here and click submit.
- If you don’t get an error code, login to your Iterable account and check the event under the test user’s email you used.
- Once you’ve confirmed Iterable ingested the test event, confirm that the trigger is active and your automated webhook from Zendesk to Iterable is now set up and you can use events ingested from Zendesk to trigger messaging campaigns.