Configure a webhook to subscribe to Zendesk with a ServiceNow callback URL.

Before you begin

Role required: admin

Procedure

  1. Register a Zendesk webhook in ServiceNow to notify ServiceNow when certain events occur in Zendesk.
    1. Log in to your ServiceNow instance as an admin.
    2. Navigate to Zendesk Spoke > Webhook Registries.
    3. Click New.
    4. Provide a name to identify the webhook registry record for Name.
    5. Click the Generate Token related link.
      A secret token is generated and displayed. This values is also updated in Token.
    6. Right-click the form header and click Save.
    7. Click Create Webhook.
      A confirmation message is displayed that the webhook creation is initiated and value of Webhook ID is populated.
  2. In the Zendesk account, set up event-based rules that run every time a ticket is created or updated.
    1. Log in to the Zendesk account.
    2. Navigate to Zendesk Admin Center.
    3. Navigate to Objects and rules > Business rules > Triggers.
    4. Click Add trigger.
    5. On the form, fill these values.
      FieldDescription
      Trigger name Name to identify the trigger.
      Category Required event category. Select Tickets.
      Conditions Trigger conditions.

      Under Meet ANY of the following conditions, provide these conditions:Trigger conditions.
      Actions Select Notify active webhook for Notifications and select the ServiceNow webhook.
      In JSON body, enter: 
      { 
"id":"{{ticket.id}}", 
"priority":"{{ticket.priority}}", 
"status":"{{ticket.status}}", 
"subject":"{{ticket.title}}", 
"description":"{{ticket.description}}", 
"due_at":"{{ticket.due_date}}", 
"requester":"{{ticket.requester.name}}" 
}
    6. Click Create.
      A confirmation message is displayed that the trigger is created.

Result

The webhook is setup. When a ticket is created or updated in Zendesk, the details are stored in your ServiceNow instance. To access the Zendesk tickets in your ServiceNow instance, navigate to Zendesk Spoke > Webhook > Tickets.