Integrating Zendesk with Iterable

Iterable can ingest Zendesk data through webhooks and send data back to Zendesk to enable the automation of user profile updates, event ingestion and messaging campaigns based on user actions taken and tickets filed.

# Instructions 

# For Data Zendesk -->Iterable

You must have Zendesk admin access to set up this integration. Reference this Zendesk support doc for further help setting up the webhook in Zendesk.

# Create an API key in Iterable

1. Sign in to Iterable account at https://app.iterable.com/login/.

2. Navigate to Integrations > API Keys.

   

3. Click Create New API Key.

   

4. For the key type, select JavaScriptSDK.

5. Click Create.

6. Copy the API key from the Key column of the Existing API Keys table.

# Create a webhook in Zendesk

1. In Zendesk Support, click the Admin icon () in the left sidebar. Then, select Settings > Extensions.

2. Click the Targets tab and click Add Target.

3. Select HTTP Target. You will be taken to a page similar to this screenshot:

   

4. For the URL, enter the following:

   https://api.iterable.com/api/events/track?apiKey=[YOUR_API_KEY]

5. For Method, choose POST.

6. For Content type, choose JSON.

7. Click Submit.

   You will be taken to a page where you can test a call to Iterable’s endpoint with your proposed JSON body. Please note that you need to structure the JSON body in accordance with the Iterable endpoint the Zendesk Webhook is pointing at. Please refer to Iterable's API docs for examples.

   

8. In a new browser tab, open Business Rules > Triggers.

9. Click Create New Trigger and set up your logic.

   It should look something like this:

   

10. In the Actions section, map the trigger to the webhook you just created.

    • For the first dropdown, select Notify Target.

    • For the second dropdown, select Title of the webhook defined in step 3.

11. Provide a JSON body.

    • Format the JSON payload as specified by Iterable's /events/track API.

    • The JSON body should look similar to the screenshot above, and must contain an email and eventName parameter.

    • Add merge parameters (placeholders) directly in the JSON body as necessary. For a list of available placeholders, click on the View Available Placeholders link, which will bring up a list similar to the following:

      

    • Example JSON body:

      {
          "email": "{{current_user.email}}",
          "eventName": "New Zendesk Ticket Created",
          "dataFields": {
              "Ticket_Id": "{{ticket.id}}",
              "Ticket_Description": "{{ticket.description}}",
              "Ticket_Priority": "{{ticket.priority}}"
          }
      }
      

12. Copy the JSON body into the webhook configuration in the previous browser tab.

    

13. Click Submit.

14. 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.

15. Once you’ve confirmed Iterable ingested the test event, confirm that the trigger is active.

Your automated webhook from Zendesk to Iterable is now set up and you can use events ingested from Zendesk to trigger messaging campaigns.

1. Go the Workflow Webhook configuration screen
2. Select create new Workflow Webhook.
3. Set the Method to "Post."
4. Authentication to "Basic."
5. Add in the desired Zendesk API Endpoint. In the example below, we used: "https://d3v-iterable.zendesk.com/api/v2/users/create_or_update.json"
6. Select "custom Json" and add in the Iterable data you would like to send to Zendesk, be sure to format it according to the Zendesk's scheme for each endpoint listed in their API docs. 
7. Hit Save. Below is a screenshot of how the Workflow Webhook should look once you're done configuring it.
8. Create a new Workflow then add in a Workflow Webhook.
9. Select "preconfigured Workflow Webhooks."
10. Iterable will now trigger that workflow webhook as users pass through the workflow.