Intermediate
How to create API integrations on Zendesk
Quick Answer
Create API integrations in Zendesk by accessing Admin Center, navigating to Apps and integrations, then setting up HTTP targets or webhooks with proper authentication. Configure endpoints, headers, and JSON payloads to connect Zendesk with external services.
Prerequisites
- Zendesk administrator access
- Basic understanding of REST APIs
- Target application API credentials
- Knowledge of JSON format
1
Access Zendesk Admin Center
Log into your Zendesk instance and click the Admin Center icon (gear symbol) in the sidebar. Navigate to Apps and integrations in the left menu, then select Integrations to view available integration options.
Tip
Ensure you have administrator privileges before proceeding with API integrations.
2
Choose Integration Type
Select your integration method:
- HTTP Targets - For sending data to external APIs
- Webhooks - For real-time event notifications
- Extensions - For custom integrations
Tip
HTTP targets are best for one-way data flow, while webhooks enable bidirectional communication.
3
Configure Connection Details
Enter the integration configuration:
- Title: Descriptive name for your integration
- URL: Target API endpoint (e.g.,
https://api.example.com/webhooks) - Method: HTTP method (GET, POST, PUT, DELETE)
- Content type: Usually
application/json
Tip
Use HTTPS URLs for secure data transmission and verify the endpoint is accessible.
4
Set Up Authentication
Configure authentication in the Authentication section:
- Basic authentication: Enter username and password
- Bearer token: Add API token in format
Bearer your_token_here - API key: Add as header or query parameter
Tip
Store sensitive credentials securely and rotate API keys regularly for security.
5
Design JSON Payload
In the JSON body section, create your payload using Zendesk placeholders:
{
"ticket_id": "{{ticket.id}}",
"status": "{{ticket.status}}",
"subject": "{{ticket.title}}",
"requester_email": "{{ticket.requester.email}}"
}Tip
Test placeholders with actual ticket data to ensure proper formatting and data mapping.
6
Test the Integration
Click Test target to verify the connection. Zendesk will send a test payload to your endpoint. Check the response status and any error messages in the test results. Verify that data appears correctly in your target application.
Tip
Monitor your target application's logs during testing to troubleshoot any data formatting issues.
7
Create Triggers or Automations
Navigate to Business rules > Triggers or Automations. Create a new rule with conditions that determine when to fire your integration. In the Actions section, select Notify target and choose your configured HTTP target.
Tip
Start with specific conditions to avoid overwhelming your target system with requests.
8
Monitor and Maintain
Regularly check integration performance in Admin Center > System > Logs. Review HTTP target activity, response codes, and error rates. Update authentication credentials and endpoint URLs as needed when external systems change.
Tip
Set up monitoring alerts in your target application to detect integration failures quickly.
Troubleshooting
HTTP 401 Unauthorized errors
Verify API credentials are correct and not expired. Check that authentication headers are properly formatted and the API key has sufficient permissions in the target system.
HTTP 400 Bad Request responses
Review JSON payload syntax and ensure all required fields are included. Validate that Zendesk placeholders are resolving to expected values using the test feature.
Integration not triggering
Check trigger conditions in Business rules and verify they match your test scenarios. Ensure the trigger is active and the target is properly selected in the actions section.
Timeout errors
Verify the target endpoint is responding within Zendesk's timeout limits (typically 30 seconds). Check network connectivity and consider optimizing the target application's response time.
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