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Zendesk ticket events can be recorded as Omneo interactions, so a customer’s support contacts show up alongside their other activity in their Omneo timeline.

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How it works

A Zendesk trigger fires on the ticket events you choose (for example a ticket being created or resolved) and calls a webhook. The extension resolves the ticket requester to an Omneo profile using the linked identity or their email, then creates a service interaction on that profile. Interactions are deduplicated, so a trigger firing more than once for the same ticket event does not create duplicate interactions.

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Setting it up

1

Create a Zendesk webhook

In Zendesk, go to Settings > Webhooks > Create webhook. Set the request method to POST and the request format to JSON, and use webhook signing (HMAC-SHA256) for authentication.
2

Save the signing secret

Copy the signing secret Zendesk generates and provide it to your Omneo implementation team to store against your extension configuration.
3

Create a trigger

Create a Zendesk trigger for the ticket events you want recorded, and point it at the webhook you created.
Your implementation team can advise on which ticket events are useful to record as interactions for your CS workflow.

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See also

  • Profile sync for how ticket requesters are matched to Omneo profiles