Connecting Y Meadows and Zendesk

Y Meadows communicates with Zendesk using two Zendesk features; Webhooks and Triggers. Both the Webhook and the Trigger need to be correctly configured by a Zendesk admin in order for new cases to be visible to Y Meadows. ‌

Once the Webhook connection is set up, Y Meadows treats all tickets as messages that belong to single folder called Inbox.

There are two Connections that should be created when Integrating with Zendesk:

• Zendesk Messages Webhook: The connection that brings messages from Zendesk into the Y Meadows system

• Zendesk API: The connection that allows Y Meadows to take action in the Zendesk environment

Connecting with the Zendesk Messages Webhook

Step 1 - Initial setup

Navigate to the Zendesk Domain. Users should check the URL of the settings page in the browser. It will be something like:

https://d3v-undergroundairlines.zendesk.com/agent/dashboard

Take the part between https:// and the next /, e.g. d3v-undergroundairlines.zendesk.com . Copy this down, it will be used in a later step that will ask for the “domain”.

Step 2 - Create API Key on Zendesk side

On Zendesk Admin center, go to Apps and Integrations > Zendesk API

Click on Add API token

Enter API token description(optional)

Copy API token . It will be need it in a later step that will ask for the “API Key”.

Make sure to create API token from account that will be used for labeling in Y Meadows. The account’s email address will be needed in a later step that will ask for the “email“

Click on Save

Step 3 - Create a webhook configuration on Zendesk side

Go to Zendesk Admin Center (from agent panel: Settings > Admin Home)

Go to Apps and integrations > Webhooks > Webhooks

Click on Actions > Create webhook

Enter any name e.g. Y Meadows Webhook

Enter any description (optional)

Enter https://tierzero-qa.ymeadows.com/ as Endpoint URL

At this point, any url can be used as endpoint URL. This value will be changed in future.

In order to get actual URL to create source on Y Meadows side, the source configuration requires special ‘App Secret’ that can not be changed after source is created. The ‘App Secret’ itself is available on Zendesk side only after webhook configuration is created.

Select POST as Request method

Select None as Authentication (if not selected by default)

Click on Create and Complete Setup

There may be a popup with a message that the Webhook is not connected to any triggers. This is expected at this stage of the setup. The connection will be performed on the next step.

Once saved, users will be back on the Webhooks 'list' page.

Navigate back into the created Webhook name in the list to open details by clicking View Details.

Click on Reveal secret and Copy. You will need it in a later step when we ask you for the “App Secret”

Step 4 - Create trigger configuration on Zendesk side

Go to Zendesk Admin Center

Go to Objects and rules > Business rules > Triggers

Click on Add trigger

Enter any name e.g. Y Meadows Webhook Trigger

Enter any description (optional)

Select Notifications as Category

Click on Add condition under Conditions - Meet ALL of the following conditions section

Select Ticket from first dropdown, Is from second and Created from third

Click on Add action under Actions category

Select Notify active Webhook from first dropdown and choose Webhook created on Step 3 from second dropdown

If the webhook is not present in the list, then make sure it is active.

Go to Apps and integrations > Webhooks > Webhooks

Status for the webhook should be Active. if not then click on three dots in last column for the row and click Activate

Enter {"ticketId": "{{ticket.id}}", "subject": "{{ticket.title}}"} as JSON body

Step 5 - Create a Connection In Y Meadows

Zendesk's Webhook feature needs some information from Y Meadows before it can be set up.

Start by logging into the Y Meadows application. Users should have a URL that is specific to their company - for example, https://undergroundairlines.ymeadows.com. User's URL will replace undergroundairlines with the name of your company.

After logging in, navigate to Components > Connections and then select "+ Connection"

Select "Zendesk Messages Webhook" as the connection type:

Enter the domain that you got from Step 1 as Zendesk Domain.

Enter the email that you got from Step 2 as Zendesk Email.

Enter the API Key that you got from Step 2 as API Key.

Enter the App Secret that you got from Step 3 as App Secret.

Save the new connection.

In the URL bar of the browser, the ID of the new connection will be visible after the last "/" character. t will be something like https://tierzero-qa.ymeadows.com/components/connections/d5b87007-8304-4df8-b0d7-bafe4b98b4b6 . Save this information because it will be needed when configuring Zendesk.

Step 6 - Edit the Webhook in Zendesk

Go to Zendesk Admin Center

Go to Apps and integrations > Webhooks > Webhooks

Click on webhook from Step 3 in the list to open details.

Click on Actions > Edit

Replace Endpoint URL with https://tierzero-qa.ymeadows.com/api/v1/webhooks/zendesk/CONNECTION_ID where CONNECTION_ID is ID of the connection from Step 5.

Click on Update

Step 7 - Create a Junction Path in Y Meadows

Return to the Y Meadows application and navigate to Journeys > Junction Path and select "+Junction Path"

For the Source step, click on the Connection Input.

Then select the Connection created in Step 1 and click Save

Continue to set up the Junction Path with additional steps as needed.

Once configured and connected to various Journey Paths Y Meadows can begin to handle messages from Zendesk.

Don't forget to turn on the Junction Path to begin processing cases.

Connecting to Zendesk's API

Once the Zendesk Messages Webhook has been set up and the user can get messages from Zendesk into Y Meadows, users may want to create a connection with the Zendesk API so Y Meadows Zendesk steps can do things within Zendesk.

To create a connection, navigate to Components > Connections and then select "+ Connection"

Select the 'Zendesk API' Connection type:

Fill out the Name (and Description if wanted)

Add the Zendesk Domain (For ex: undergroundairline.zendesk.com)

While connecting with the 'Zendesk Messages Webhook' the Zendesk domain field is supposed to be filled with the full domain - undergroundairline.zendesk.com.

However, when Connecting to the Zendesk API, users must be careful to only fill the Zendesk Domain field with the company name in the domain: undergroundairline

The User field is the Email address of a user or agent in Zendesk that will make be 'making' the changes in Zendesk. For example, if a step is to add a comment to a ticket, the User will be the author of the comment.

The user can be an active team member or a specific user created for the Y Meadows automation process.

The API Key can be the one used in Step 2 of Connecting with the Zendesk Messages Webhook or users can create a new one:

In the Zendesk Admin Center, go to Apps and Integrations> API's> Zendesk API

Click on Add API token

Enter API token description(optional)

Fill the API Keywith the Token and Save.

Users should now be able to use the Zendesk API connection in Steps to take actions in Zendesk.

Learn more about the Zendesk steps here.