What a webhook is and when to use one

A webhook lets Zendesk tell another system that something happened, without that system having to ask.

A webhook lets Zendesk tell another system that something happened, without that system having to ask.

How it works

You define a webhook: an address to send to, and how to authenticate. A trigger then calls it, with whatever information you put in the message. The other system receives it immediately.

That is the difference from an integration that polls. Nothing has to check periodically; Zendesk pushes.

What it is used for

• Telling another system a ticket was created, so a case appears there too.
• Notifying a channel when something urgent arrives.
• Starting a process elsewhere, such as a shipment or a provisioning job.
• Feeding a data warehouse as events happen.

Webhook or integration

• A Marketplace integration when one exists for the system you want. Someone else maintains it.
• A webhook when you need something specific, or the other system is your own.
• The API when the other system needs to ask Zendesk for things rather than be told.

Webhooks are outbound and event-driven. The API is inbound and on demand. Most real integrations use both.

What it does not do

It does not wait for a reply and act on it. Zendesk sends and moves on. Where you need an answer back, that is either an action flow or the other system calling the API.

See also

• Creating a webhook and attaching it to a trigger
• When you need an app and when a webhook is enough
• What action builder is