Zendesk Trigger

Triggers on Zendesk Support ticket events based on configurable conditions

Overview

Receives webhook notifications from Zendesk Support when ticket conditions are met. Zendesk triggers are condition-based: you define conditions on ticket fields (status, priority, type, group, assignee) using operators (is, is_not, changed, not_changed, greater_than, less_than, etc.) with AND/OR logic. When conditions match, Zendesk sends a POST with the configured ticket fields as a JSON payload. The webhook payload is customizable — by default only ticket.id is included, but you can select from 40+ placeholder fields covering ticket, requester, assignee, organization, current user, and satisfaction data. Supports HMAC-SHA256 signature verification via X-Zendesk-Webhook-Signature header. Useful for automating ticket routing, escalation, SLA monitoring, customer notifications, CRM sync, and support analytics workflows.

Category: Communication
Tool Name: zendesk_trigger
Version: 1

Appearance: Icon: si-zendesk | Color: #03363d

Node Type

Trigger — webhook (receives incoming HTTP callbacks)

Input / Output

Direction	Port(s)
Input	None (trigger node)
Output	Output

Credentials

This tool requires Zendesk credentials. See the Credentials Guide for setup instructions.

Parameters

Parameter	Type	Required	Default	Description
Authentication	options	No	apiToken	Authentication method to use for Zendesk API calls.
				Options: apiToken
Service	options	Yes	support	The Zendesk service to receive events from.
				Options: support
Conditions	fixedCollection	No	{}	The conditions that must be met for the trigger to fire. Use “All” for AND logic and “Any” for OR logic. Each condition is added under the all key or the any key, and both groups can be used together. (shown when Service is support)
— Resource	options	No	ticket	The Zendesk resource the condition applies to.
				Options: ticket
— Field	options	No	status	The ticket field to evaluate. (shown when Resource is ticket)
				Options: assignee, group, priority, status, type
— Operation	options	No	is	The comparison operation for the condition.
				Options: changed, value_previous (changed from), value (changed to), greater_than, is, is_not, less_than, not_changed, not_value_previous (not changed from), not_value (not changed to)
— Value	string	No	—	The value to compare against. For status: new, open, pending, solved, closed. For priority: low, normal, high, urgent. For type: question, incident, problem, task. For group/assignee: enter the ID.
Options	collection	No	{}	Additional options for the trigger. (shown when Service is support)
— Fields	multiOptions	No	[]	Which ticket data fields to include in the webhook payload. If none selected, only ticket.id is sent.
				Options: ticket.title, ticket.description, ticket.url, ticket.id, ticket.external_id, ticket.via, ticket.status, ticket.priority, ticket.ticket_type, ticket.group.name, ticket.brand.name, ticket.due_date, ticket.account, ticket.assignee.email, ticket.assignee.name, ticket.assignee.first_name, ticket.assignee.last_name, ticket.requester.name, ticket.requester.first_name, ticket.requester.last_name, ticket.requester.email, ticket.requester.language, ticket.requester.phone, ticket.requester.external_id, ticket.requester.requester_field, ticket.requester.details, ticket.organization.name, ticket.organization.external_id, ticket.organization.details, ticket.organization.notes, ticket.ccs, ticket.cc_names, ticket.tags, ticket.current_holiday_name, current_user.name, current_user.first_name, current_user.email, current_user.organization.name, current_user.organization.details, current_user.organization.notes, current_user.language, current_user.external_id, current_user.notes, satisfaction.current_rating, satisfaction.current_comment

Output Data

Each accepted notification produces one output item. Zendesk sends the placeholder fields you selected under Fields as plain key-value pairs, so the item carries one key per selected field — for example ticket.id, ticket.status, ticket.requester.email. With no fields selected, only ticket.id arrives.

These fields are added on top:

• _trigger — always zendesk_webhook
• _timestamp — ISO 8601 timestamp of when the notification was received
• _webhookEvent — always ticket_condition_met

Because the field keys contain dots, address them with bracket notation downstream, e.g. {{ $json["ticket.requester.email"] }}.

Usage Examples

• Start a workflow when a Zendesk ticket status changes to solved
• Trigger an escalation when a ticket priority is set to urgent
• Notify a Slack channel when a new ticket is assigned to a specific group
• Sync ticket updates to a CRM when the assignee changes
• Send a follow-up email when a ticket is closed

Example Configuration

The simplest configuration — fires on every ticket event, sending only ticket.id:

{
  "type": "zendesk_trigger",
  "parameters": {
    "service": "support"
  }
}

A single condition on ticket status:

{
  "id": "zendesk-trigger",
  "type": "zendesk_trigger",
  "typeVersion": 1,
  "position": [0, 0],
  "parameters": {
    "service": "support",
    "authentication": "apiToken",
    "conditions": {
      "all": [
        {
          "resource": "ticket",
          "field": "status",
          "operation": "is",
          "value": "open"
        }
      ]
    }
  }
}

Multiple AND conditions, with a custom payload:

{
  "id": "zendesk-trigger",
  "type": "zendesk_trigger",
  "typeVersion": 1,
  "position": [0, 0],
  "parameters": {
    "service": "support",
    "authentication": "apiToken",
    "conditions": {
      "all": [
        {
          "resource": "ticket",
          "field": "status",
          "operation": "is",
          "value": "new"
        },
        {
          "resource": "ticket",
          "field": "priority",
          "operation": "is",
          "value": "urgent"
        }
      ]
    },
    "options": {
      "fields": ["ticket.id", "ticket.title", "ticket.description"]
    }
  }
}

OR logic — fire when the priority is either urgent or high:

{
  "id": "zendesk-trigger",
  "type": "zendesk_trigger",
  "typeVersion": 1,
  "position": [0, 0],
  "parameters": {
    "service": "support",
    "authentication": "apiToken",
    "conditions": {
      "any": [
        {
          "resource": "ticket",
          "field": "priority",
          "operation": "is",
          "value": "urgent"
        },
        {
          "resource": "ticket",
          "field": "priority",
          "operation": "is",
          "value": "high"
        }
      ]
    }
  }
}

AND and OR combined — new tickets that are urgent or high priority:

{
  "id": "zendesk-trigger",
  "type": "zendesk_trigger",
  "typeVersion": 1,
  "position": [0, 0],
  "parameters": {
    "service": "support",
    "authentication": "apiToken",
    "conditions": {
      "all": [
        {
          "resource": "ticket",
          "field": "status",
          "operation": "is",
          "value": "new"
        }
      ],
      "any": [
        {
          "resource": "ticket",
          "field": "priority",
          "operation": "is",
          "value": "urgent"
        },
        {
          "resource": "ticket",
          "field": "priority",
          "operation": "is",
          "value": "high"
        }
      ]
    },
    "options": {
      "fields": [
        "ticket.id",
        "ticket.title",
        "ticket.requester.email",
        "ticket.assignee.email"
      ]
    }
  }
}

Trigger Behavior

• Activation: When the workflow is activated, a webhook endpoint is registered with the service.
• Deactivation: The webhook is automatically unregistered when the workflow is deactivated.
• Payload: The incoming webhook payload is parsed and output as workflow items.
• Verification: Supports signature verification where applicable.

Tips

Entry point that fires when Zendesk sends a webhook for ticket events matching your configured conditions. Set up conditions using ALL (AND) and ANY (OR) logic on ticket fields like status, priority, type, group, and assignee. Choose which ticket data fields to include in the payload (title, description, requester info, assignee info, etc.). Supports HMAC-SHA256 signature verification for secure webhook delivery.

Important Notes

• The conditions parameter groups its entries under the all and/or any keys; all is AND logic and any is OR logic
• The options parameter is a flat object — put fields directly inside it
• Both conditions and options are only available when service is set to "support"
• Authentication is "apiToken"; OAuth2 is not currently supported
• The fields array controls which ticket fields are included in webhook payloads; values must be chosen from the 45 supported field options listed above (e.g., "ticket.id", "ticket.title", "ticket.requester.email")