Integrating Zendesk with Iterable

Iterable's integration with Zendesk allows you to send data from Iterable to Zendesk, and from Zendesk to Iterable. For example, you might use this integration to:

• Use Zendesk data to trigger an Iterable campaign
• Use an Iterable journey webhook to call a Zendesk API

# In this article

# Sending data from Zendesk to 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.

# Step 1: In Iterable, create an API key

First, you'll need to create an API key.

# Step 2: In Zendesk, create a webhook

1. In the Zendesk Admin Center, click Apps and integrations (in the sidebar). Then, in the Webhooks section, click Webhooks.

2. On the Webhooks tab, click Create Webhook. You'll see this page:

   

3. For the Endpoint URL, enter:

   https://api.iterable.com/api/events/track?apiKey=<YOUR_API_KEY>
   

4. For Request method, choose POST.

5. For Request format, choose JSON.

6. For Authentication, select None.

7. Test your webhook, configuring its JSON body to match the payload expected by Iterable's POST /api/events/track endpoint. Before proceeding, make sure that your test returns a 200 (successful) response.

8. Click Create.

9. To add your webhook to a support trigger or automation, follow Zendesk's instructions:

   

   For example, here we've assigned the webhook to an Action that's triggered each time a ticket is created, using Zendesk placeholder values to configure its JSON body in the format expected by Iterable's POST /api/events/track endpoint:

   

   From here, click Save to return to the webhook configuration screen.

10. On the webhook configuration screen, click Complete setup.

Your automated webhook, sending data from Zendesk to Iterable, is now set up. You can use events sent from Zendesk to trigger campaigns in Iterable.

# Sending data from Iterable to Zendesk (using journey webhooks)

To send data from Iterable to Zendesk, you can use a journey webhook. Follow these steps:

1. In Iterable, create a new journey webhook:

   • Navigate to Integrations > Journey Webhooks.

   • Clicking New Webhook, which brings up the Create journey webhook page:

     

2. Give the webhook a Name.

3. For Destination, choose Custom.

4. For Method, select POST.

5. For Endpoint, enter the URL of the Zendesk API you'd like the webhook to call. For example, to create a new user:

   https://<YOUR_ZENDESK_ORG>.zendesk.com/api/v2/users/create_or_update.json
   

   For a list of endpoints, see Zendesk's API docs.

6. If the webhook's endpoint requires authentication, set up Basic authentication or custom HTTP headers. To learn more, see Zendesk's support guide, How can I authenticate API requests?.

7. For Body, select JSON. Then, configure the webhook to send the data that Zendesk expects. For more information, see Zendesk's API docs.

8. Click Create webhook.

Add this webhook to any of your journeys to begin sending data to Zendesk.