How to Connect Zendesk Webhooks

Connecting Zendesk to Customer Support AI Monitor

This guide walks you through setting up webhooks to automatically track your Zendesk conversations.

Prerequisites

• Admin access to your Zendesk account
• Customer Support AI Monitor account with API key
• Approximately 15 minutes

Step 1: Create a Webhook in Zendesk

1. Log into Zendesk Admin Center
2. Go to Apps and integrations → Webhooks
3. Click Create webhook
4. Enter the webhook URL: https://api.csaimonitor.com/api/v1/webhooks/zendesk?org_id=YOUR_ORG_ID (get your org_id from Settings → Organization)
5. Select Bearer token for authentication
6. Enter your CS AI Monitor API key
7. Save the webhook

Step 2: Create Triggers

Create triggers for these events:

• Ticket Created: Condition: Ticket is Created → Action: Notify webhook
• Ticket Resolved: Condition: Status changed to Solved → Action: Notify webhook
• CSAT Submitted: Condition: Satisfaction rating is set → Action: Notify webhook

Step 3: Test the Integration

1. Create a test ticket in Zendesk
2. Wait 2-3 minutes
3. Check your CS AI Monitor dashboard
4. Verify the ticket appears

Troubleshooting

Webhook not firing?

• Check the webhook is active
• Verify trigger conditions match your tickets
• Review Zendesk webhook logs for errors