Trigger Inkeep agents from Zendesk tickets

Wire Zendesk to POST tickets to an Inkeep webhook trigger so an agent can act on them.

When something happens to a Zendesk ticket — a new one is created, an existing one is solved, a tag changes — you want Inkeep to know about it within seconds so an agent can act.

Zendesk offers two ways to fire a webhook, and each maps cleanly to a different use case:

Approach	When to use	What you set up
Zendesk events	You want the simplest setup and just need to fire on a standard event like Ticket created or Ticket updated. No filtering.	Just the webhook — subscribe it to one or more events.
Trigger or automation	You need to filter which tickets fire (by tag, queue, form, channel, etc.) or you want to control the exact JSON body Zendesk sends.	A webhook and a business rule trigger that fires it.

Below are both paths. Pick the one that matches your need.

Prerequisites

An Inkeep agent + webhook trigger already created. If you haven't done this yet, follow the Webhook Triggers guide — you'll need the webhook URL from the trigger before continuing.
Zendesk admin access — you'll be making changes in the Zendesk Admin Center.

This is the leanest setup. Zendesk fires the webhook directly when the event happens — no business rule needed.

Note

Following the Ticket Workflows tutorials? Use Option 2 below instead. Event subscriptions send Zendesk's fixed native payload — the ticket id arrives as detail.id, there's no ticket_id field, and you can't customize the body. The tutorials expect the custom JSON body with an explicit ticket_id, which only Option 2 lets you define.

In Zendesk, open Admin Center (gear icon → Admin Center) and go to Apps and integrations → Webhooks.

Click Create webhook.

For the connection type, choose Zendesk events. Add Ticket created (or whichever event you want to listen for — Ticket updated, Ticket solved, etc.) and click Next.

Fill in the webhook details:

Name: e.g. Inkeep ticket-created webhook
Endpoint URL: paste the webhook URL from your Inkeep trigger
Request method: POST
Request format: JSON
Authentication: None

Click Create webhook.

Option 2: Use a business rule trigger

Use this path when you need to filter, send a custom JSON body, or fire on conditions that aren't standard Zendesk events.

Create the webhook

In Zendesk, open Admin Center and go to Apps and integrations → Webhooks.

Click Create webhook.

For the connection type, choose Trigger or automation (not Zendesk events). Click Next.

Fill in the webhook details:

Name: e.g. Inkeep new-ticket webhook
Endpoint URL: paste the webhook URL from your Inkeep trigger
Request method: POST
Request format: JSON
Authentication: None

Click Create webhook.

Create the trigger that fires it

In Admin Center, go to Objects and rules → Business rules → Triggers, then click Add trigger.

Give it a name (e.g. New ticket → Inkeep) and pick a category for organization.

Under Conditions → Meet ALL of the following, add:

Ticket → Ticket is = Created

Under Actions, add:

Notifications → Notify active webhook
In the dropdown, select the webhook you created above
In the JSON body field, paste the body below

Click Create.

JSON body:

{
  "ticket_id": "{{ticket.id}}",
  "subject": "{{ticket.title}}",
  "description": "{{ticket.description}}",
  "requester_name": "{{ticket.requester.name}}",
  "requester_email": "{{ticket.requester.email}}",
  "status": "{{ticket.status}}"
}

Filter which tickets fire the webhook

Edit the trigger's Conditions to scope which tickets fire. The most common adjustments:

Fire on a different event — change Ticket is Created to Ticket is Updated, Solved, etc.
Scope to a subset — add conditions for tags, ticket form, channel, group, and more.

For the full list of conditions Zendesk supports, see Zendesk's trigger conditions reference.

Next steps

Routing agent

Auto-tag every incoming ticket with the team that owns the problem.

Internal-note draft agent

Draft a KB-grounded reply as a private comment for reps to review.

Auto-reply agent

Reply publicly when the KB is confident — stay quiet when it isn't.

Webhook Triggers reference

Full reference for the Inkeep-side trigger configuration.

Trigger Inkeep agents from Zendesk tickets

Prerequisites

Option 1: Subscribe to a Zendesk event

Option 2: Use a business rule trigger

Create the webhook

Create the trigger that fires it

Filter which tickets fire the webhook

Next steps

Routing agent

Internal-note draft agent

Auto-reply agent

Webhook Triggers reference

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