Enabling Zendesk synchronization settings in Discourse
Configuring a Zendesk webhook
Setting up a Zendesk trigger
Enabling Zendesk synchronization settings
To begin, you will need to enable a specific setting in Discourse and provide a secure token.
Navigate to Admin Settings: Go to your Discourse site and navigate to the Admin settings page at /admin/site_settings.
Enable Sync Setting: Find and enable the sync comments from zendesk setting.
Provide Webhook Token: In the zendesk incoming webhook token, generate and add a random secure string. This token will be used later for configuring Zendesk’s webhook.
Setting up a Zendesk webhook
Follow these steps to configure a webhook in Zendesk:
Access Webhooks Page: Navigate to the Webhooks section in Zendesk under Apps and integrations → Webhooks.
Example URL: https://<instance_name>.zendesk.com/admin/apps-integrations/webhooks/webhooks
Create a Webhook:
Click the Actions button in the upper right corner.
Select Create Webhook.
Fill in the webhook details, ensuring you replace <discourse.example.com> with your Discourse site’s URL.
Hey @techAPJ this is really awesome! Is there a way to set up a triggered sync as opposed to a live sync? i.e. an agent would add a tag in ZD or hit a button or something and only then would the ticket sync to the community?
We are trying to figure out the best way to share common FAQ tickets we get to ZD in the community with the Q&A so that users can find the answers there instead of writing in a ticket.
Thanks!
The only triggered sync we have currently is from Discourse → Zendesk.
Triggering a manual sync from Zendesk → Discourse is tricky since we do not have complete control on Zendesk. That said, I’ll investigate if there is a way to trigger webhook from Zendesk by adding a tag, etc.
Hello! I set everything up but it only works from Discourse to Zendesk. I don’t know what I’m missing so that my answers in Zendesk can be published in Discourse
Hi I’m with Marla here ^^^. We got the plugin to work!
But we’re wondering: is there’s any way to continue the two way sync when/if the topic is moved to a private message? Sometimes, our members will ask for password re-sets and we’d like to continue the conversation within the community.
I have tried the above process, and it’s working fine! However, there’s an issue when a comment in Zendesk contains an attachment—the message is coming through, but the attachment is missing. I’m not sure if there’s an additional parameter that needs to be passed in the webhook to handle attachments. Could someone please clarify if there are any specific parameters required for this?
I’ve just set up the Zendesk plugin and it’s working great. I’d like to enable two-way sync for comments, but I do not want to autogenerate a Zendesk ticket… ever, really.
It looks like syncing comments from ZD->Discourse requires enabling autogeneration. Is that the case, or is there a workaround?
I’ve enable the Zendesk plugin and posting tickets to Zendesk works. But the Webhook in the documentation above (https:///zendesk-plugin/sync) returns a 404 when I test it from the Zendesk Webhook setup page. Subsequently, I can’t update forum posts from Zendesk. What am I doing wrong?
Another issue: If I close the ticket on Zendesk and someone replies to the Discourse post, the closed ticket isn’t re-opened and I miss the new post. Any hints?