> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket events to interactions

> Recording Zendesk ticket activity as Omneo interactions.

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.

## 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.

## Setting it up

<Steps>
  <Step title="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.
  </Step>

  <Step title="Save the signing secret">
    Copy the signing secret Zendesk generates and provide it to your Omneo implementation team to store against your extension configuration.
  </Step>

  <Step title="Create a trigger">
    Create a Zendesk trigger for the ticket events you want recorded, and point it at the webhook you created.
  </Step>
</Steps>

Your implementation team can advise on which ticket events are useful to record as interactions for your CS workflow.

## See also

* [Profile sync](/extensions/zendesk/profile-sync) for how ticket requesters are matched to Omneo profiles