Zendesk Webhook Setup Guide

Zendesk only lets administrators create webhooks. Connect with the API token of a Zendesk admin, or authorize OAuth 2.0 as an admin with the default scopes (which include write), so StackOne can create and delete the webhook on your behalf.

Enable the Zendesk events you want in StackOne. The webhook StackOne creates subscribes only to the events you enable, and it is rebuilt automatically when you change the selection.

• Zendesk trial accounts are limited to 10 webhooks. If the account already has 10, remove one in Admin Center > Apps and integrations > Webhooks before connecting.

Fired when a ticket is created, changed, merged, deleted, or restored, or when its comments, SLAs, or CSAT change.

• Ticket Agent Assignment Changed (zen:event-type:ticket.agent_assignment_changed) — Fired when a ticket was reassigned to another agent in Zendesk
• Ticket Attachment Linked To Comment (zen:event-type:ticket.attachment_linked_to_comment) — Fired when an attachment was linked to a ticket comment in Zendesk
• Ticket Attachment Redacted From Comment (zen:event-type:ticket.attachment_redacted_from_comment) — Fired when an attachment was permanently redacted from an existing comment on a ticket
• Ticket Brand Changed (zen:event-type:ticket.brand_changed) — Fired when the brand associated with the ticket changed
• Ticket Comment Added (zen:event-type:ticket.comment_added) — Fired when a comment was added when creating or updating a ticket
• Ticket Comment Made Private (zen:event-type:ticket.comment_made_private) — Fired when a public comment was made private after being converted to an internal note
• Ticket Comment Redacted (zen:event-type:ticket.comment_redacted) — Fired when words or strings were permanently redacted from a ticket comment
• Ticket Created (zen:event-type:ticket.created) — Fired when a ticket was created
• Ticket CSAT Received (zen:event-type:ticket.csat_received) — Fired when CSAT was received for a ticket
• Ticket CSAT Requested (zen:event-type:ticket.csat_requested) — Fired when CSAT was requested for a ticket
• Ticket Custom Field Changed (zen:event-type:ticket.custom_field_changed) — Fired when the value of a custom ticket field changed
• Ticket Custom Status Changed (zen:event-type:ticket.custom_status_changed) — Fired when the ticket’s custom status changed
• Ticket Description Changed (zen:event-type:ticket.description_changed) — Fired when the ticket’s description changed
• Ticket Email CCs Changed (zen:event-type:ticket.email_ccs_changed) — Fired when users were added to or removed from a ticket’s email CCs
• Ticket External ID Changed (zen:event-type:ticket.external_id_changed) — Fired when the external ticket id changed
• Ticket Followers Changed (zen:event-type:ticket.followers_changed) — Fired when followers on a ticket changed
• Ticket Form Changed (zen:event-type:ticket.form_changed) — Fired when the ticket’s form changed
• Ticket Group Assignment Changed (zen:event-type:ticket.group_assignment_changed) — Fired when a ticket was reassigned to another group of agents
• Ticket Marked As Spam (zen:event-type:ticket.marked_as_spam) — Fired when a ticket was marked as spam
• Ticket Merged (zen:event-type:ticket.merged) — Fired when a ticket was merged
• Ticket Next SLA Breach Changed (zen:event-type:ticket.next_sla_breach_changed) — Fired when the next SLA breach time changed on a ticket
• Ticket OLA Policy Changed (zen:event-type:ticket.ola_policy_changed) — Fired when a ticket’s operational-level agreements (OLA) policy changed
• Ticket Organization Changed (zen:event-type:ticket.organization_changed) — Fired when the ticket’s organization changed
• Ticket Permanently Deleted (zen:event-type:ticket.permanently_deleted) — Fired when a ticket was permanently deleted
• Ticket Priority Changed (zen:event-type:ticket.priority_changed) — Fired when a ticket’s priority changed
• Ticket Problem Link Changed (zen:event-type:ticket.problem_link_changed) — Fired when the problem id associated with an incident type ticket changed
• Ticket Requester Changed (zen:event-type:ticket.requester_changed) — Fired when the ticket requester changed
• Ticket Schedule Changed (zen:event-type:ticket.schedule_changed) — Fired when a ticket’s schedule changed
• Ticket SLA Policy Changed (zen:event-type:ticket.sla_policy_changed) — Fired when a ticket’s SLA policy changed
• Ticket Soft Deleted (zen:event-type:ticket.soft_deleted) — Fired when a ticket was soft deleted
• Ticket Status Changed (zen:event-type:ticket.status_changed) — Fired when a ticket’s status changed
• Ticket Subject Changed (zen:event-type:ticket.subject_changed) — Fired when a ticket’s subject changed
• Ticket Submitter Changed (zen:event-type:ticket.submitter_changed) — Fired when the submitter of a ticket changed
• Ticket Tags Changed (zen:event-type:ticket.tags_changed) — Fired when a ticket’s tags changed
• Ticket Task Due At Changed (zen:event-type:ticket.task_due_at_changed) — Fired when the due date and time for a task on a ticket changed
• Ticket Type Changed (zen:event-type:ticket.type_changed) — Fired when the ticket type changed
• Ticket Undeleted (zen:event-type:ticket.undeleted) — Fired when a previously deleted ticket is restored to its active state

Fired when a user, their identities, or their group and organization memberships change.

• User Active Changed (zen:event-type:user.active_changed) — Fired when a user’s active status changed
• User Alias Changed (zen:event-type:user.alias_changed) — Fired when a user’s alias changed
• User Created (zen:event-type:user.created) — Fired when a user was created
• User Custom Field Changed (zen:event-type:user.custom_field_changed) — Fired when a custom user field value changed
• User Custom Role Changed (zen:event-type:user.custom_role_changed) — Fired when a user’s custom role changed
• User Default Group Changed (zen:event-type:user.default_group_changed) — Fired when a user’s default group changed
• User Deleted (zen:event-type:user.deleted) — Fired when a user was deleted
• User Details Changed (zen:event-type:user.details_changed) — Fired when a user’s details changed
• User External ID Changed (zen:event-type:user.external_id_changed) — Fired when a user’s external id changed
• User Group Membership Created (zen:event-type:user.group_membership_created) — Fired when a user was added to a group
• User Group Membership Deleted (zen:event-type:user.group_membership_deleted) — Fired when a user was removed from a group
• User Identity Changed (zen:event-type:user.identity_changed) — Fired when a user’s identity changed
• User Identity Created (zen:event-type:user.identity_created) — Fired when a user’s identity was created
• User Identity Deleted (zen:event-type:user.identity_deleted) — Fired when a user’s identity was deleted
• User Last Login Changed (zen:event-type:user.last_login_changed) — Fired when a user’s last login time changed. The last login date is updated only if the previous login occurred more than 20 minutes ago
• User Merged (zen:event-type:user.merged) — Fired when a user was merged with another user
• User Name Changed (zen:event-type:user.name_changed) — Fired when a user’s name changed
• User Notes Changed (zen:event-type:user.notes_changed) — Fired when a user’s notes changed
• User Only Private Comments Changed (zen:event-type:user.only_private_comments_changed) — Fired when whether a user can only add private comments changed
• User Organization Membership Created (zen:event-type:user.organization_membership_created) — Fired when a user was added to an organization
• User Organization Membership Deleted (zen:event-type:user.organization_membership_deleted) — Fired when a user was removed from an organization
• User Password Changed (zen:event-type:user.password_changed) — Fired when a user’s password changed
• User Photo Changed (zen:event-type:user.photo_changed) — Fired when a user’s photo changed
• User Role Changed (zen:event-type:user.role_changed) — Fired when a user’s role changed
• User Suspended Changed (zen:event-type:user.suspended_changed) — Fired when a user’s suspended status changed
• User Tags Changed (zen:event-type:user.tags_changed) — Fired when a user’s tags changed
• User Time Zone Changed (zen:event-type:user.time_zone_changed) — Fired when a user’s time zone changed

Fired when an organization is created, changed, or deleted.

• Organization Created (zen:event-type:organization.created) — Fired when an organization was created
• Organization Custom Field Changed (zen:event-type:organization.custom_field_changed) — Fired when a custom organization field value changed
• Organization Deleted (zen:event-type:organization.deleted) — Fired when an organization was deleted
• Organization External ID Changed (zen:event-type:organization.external_id_changed) — Fired when an organization’s external id changed
• Organization Name Changed (zen:event-type:organization.name_changed) — Fired when an organization’s name changed
• Organization Tags Changed (zen:event-type:organization.tags_changed) — Fired when an organization’s tags changed

Fired for Help Center articles, their comments, votes, and subscriptions.

• Article Author Changed (zen:event-type:article.author_changed) — Fired when a help center article’s author was changed
• Article Comment Changed (zen:event-type:article.comment_changed) — Fired when a help center article comment was edited
• Article Comment Created (zen:event-type:article.comment_created) — Fired when a help center article comment was created
• Article Comment Published (zen:event-type:article.comment_published) — Fired when a help center article comment was published
• Article Comment Unpublished (zen:event-type:article.comment_unpublished) — Fired when a help center article comment was marked as spam, hidden for moderation, or deleted
• Article Published (zen:event-type:article.published) — Fired when a help center article was published
• Article Subscription Created (zen:event-type:article.subscription_created) — Fired when a help center article subscription was created
• Article Unpublished (zen:event-type:article.unpublished) — Fired when a help center article was unpublished
• Article Vote Changed (zen:event-type:article.vote_changed) — Fired when a vote was changed on a help center article
• Article Vote Created (zen:event-type:article.vote_created) — Fired when a vote was added to a help center article
• Article Vote Removed (zen:event-type:article.vote_removed) — Fired when a vote was removed from a help center article

Fired for community posts, their comments, votes, and subscriptions.

• Community Post Changed (zen:event-type:community_post.changed) — Fired when a community post was changed
• Community Post Comment Changed (zen:event-type:community_post.comment_changed) — Fired when a community post comment was changed
• Community Post Comment Created (zen:event-type:community_post.comment_created) — Fired when a community post comment was created
• Community Post Comment Published (zen:event-type:community_post.comment_published) — Fired when a community post comment was published
• Community Post Comment Unpublished (zen:event-type:community_post.comment_unpublished) — Fired when a community post comment was marked as spam, hidden for moderation, or deleted
• Community Post Comment Vote Changed (zen:event-type:community_post.comment_vote_changed) — Fired when a vote was changed on a community post comment
• Community Post Comment Vote Created (zen:event-type:community_post.comment_vote_created) — Fired when a vote was added to a community post comment
• Community Post Created (zen:event-type:community_post.created) — Fired when a community post was created
• Community Post Published (zen:event-type:community_post.published) — Fired when a community post was published
• Community Post Subscription Created (zen:event-type:community_post.subscription_created) — Fired when a user subscribed to a community post
• Community Post Unpublished (zen:event-type:community_post.unpublished) — Fired when a community post was unpublished
• Community Post Vote Changed (zen:event-type:community_post.vote_changed) — Fired when a vote was changed on a community post
• Community Post Vote Created (zen:event-type:community_post.vote_created) — Fired when a vote was added to a community post
• Community Post Vote Removed (zen:event-type:community_post.vote_removed) — Fired when a vote was removed from a community post

Fired when an agent’s status, channels, capacity, groups, or assigned work items change.

• Agent Channel Created (zen:event-type:agent.channel_created) — Fired when an agent gained access to a specific channel
• Agent Channel Deleted (zen:event-type:agent.channel_deleted) — Fired when an agent lost access to a specific channel. This could be the result of role, permission, or account changes
• Agent Groups Updated (zen:event-type:agent.groups_updated) — Fired when an agent’s group memberships were updated
• Agent Max Capacity Changed (zen:event-type:agent.max_capacity_changed) — Fired when the maximum number of work items per channel that can be assigned to an agent changed
• Agent State Changed (zen:event-type:agent.state_changed) — Fired when an agent’s status for a specific channel changed
• Agent Unified State Changed (zen:event-type:agent.unified_state_changed) — Fired when an agent’s unified or custom status changed
• Agent Work Item Added (zen:event-type:agent.work_item_added) — Fired when a ticket, messaging conversation, or incoming call was assigned to an agent
• Agent Work Item Removed (zen:event-type:agent.work_item_removed) — Fired when a ticket, messaging conversation, or incoming call previously assigned to an agent was removed
• Agent Work Item Updated (zen:event-type:agent.work_item_updated) — Fired when a ticket, messaging conversation, or incoming call previously assigned to an agent was updated

Fired for messaging and chat conversations on tickets.

• Chat Ticket Listening Agents Changed (zen:event-type:chat_ticket.listening_agents_changed) — Fired when the agents listening to a chat conversation changed
• Chat Ticket Member Joined (zen:event-type:chat_ticket.member_joined) — Fired when a member joined a chat conversation
• Messaging Ticket Message Added (zen:event-type:messaging_ticket.message_added) — Fired when a chat message was added by an end user, agent, or trigger

Fired when an account-level omnichannel routing setting changes.

• Omnichannel Config Omnichannel Routing Feature Changed (zen:event-type:omnichannel_config.omnichannel_routing_feature_changed) — Fired when omnichannel routing was turned on or off

Fired when Zendesk records API or UI access logs for the account.

• Access Log Created (zen:event-type:access_log.created) — Fired when an access log was created

Zendesk sends one event per HTTP POST with a JSON body. Each event has type (the event code), a unique id, time, account_id, subject (for example zen:ticket:123), a detail object with a snapshot of the affected resource, and an event object describing the change (usually current and previous).

Zendesk signs each delivery with X-Zendesk-Webhook-Signature and X-Zendesk-Webhook-Signature-Timestamp (an HMAC-SHA256 of the timestamp and body). StackOne relies on the unique, unguessable callback URL as the security gate.

Zendesk can retry a delivery, so the same event can arrive more than once. Use the event id to deduplicate and time to tell when the change happened.