Connect Zoho Desk Using Generic Webhook

When a customer submits a ticket on your support portal, they often don't receive a confirmation that their ticket has been received.

BizMagnets' Generic Webhook Integration helps streamline your helpdesk process by sending custom notifications for actions like ticket submissions. Here's how you can set it up:

Generating Webhook URL in BizMagnets Account

1. From your BizMagnets Dashboard, go to the Integration section on the left navigation panel. Under Available Integrations, find Generic Webhook and click on Connect.

2. Give your integration a name, such as "Zoho Desk Integration."

3. Choose the channel you want to use with Zoho Desk. The Webhook URL will be provided, which you'll use in the following steps.

Adding Webhook URL in Your Zoho Desk Account

1. Log in to your Zoho Desk account and click on the Setup icon (⚙️) in the top bar. Under the Developer Space, select Webhooks.

Only agents with Webhooks permissions in their profile can create webhooks. If you don't have permission, ask an admin to grant it.

1. On the Webhooks List page, click Add Your First Webhook or New Webhook.

On the New Webhook page, do the following:

• Enter a name for the webhook.

• Paste the Webhook URL from BizMagnets into the URL to Notify field.

• Optionally, add a description for the webhook.

• Under Choose Event, select the relevant module, event, and department details.

1. Click Test Run to validate the Webhook URL, then click Save to complete the setup.

With these steps, you’ve successfully connected Zoho Desk with BizMagnets via Generic Webhook.

Testing the Webhook in Your BizMagnets Account

1. Return to the BizMagnets tab to test the workflow you’ve created. Click on the Capture Webhook Response button.

2. In Zoho Desk, create a test ticket to verify the integration:

   • Click on Quick Action and select Ticket.

   • Fill in the details such as Contact Name, Subject, and Status for the ticket.

   • Click Submit to finalize the ticket creation.

3. After submitting the ticket, you’ll see the response captured in your BizMagnets account. This indicates that the webhook is functioning correctly.

4. Click on the Update Configuration button in BizMagnets. This will redirect you to the Workflows section, where you can manage and refine your automated processes.

With these steps, you’ve successfully tested the Zoho Desk integration with BizMagnets.

WhatsApp Message Workflow – Ticket Creation Notification

1. Click on "Create New Workflow" in your BizMagnets account. Enter the Webhook Name, such as "Create Ticket Notification."

2. Choose the condition type as ALL. Three fields will appear: Comparator, Operator, and Value.

3. Navigate to the Configuration section under the Generic Webhook Integration in BizMagnets. Scroll down to identify the Label containing the data for the MODULE-EVENT of the workflow created in Zoho Desk. For the MODULE-EVENT Ticket_Add, it is captured under the Label [0].eventType.

4. Fill in the fields as follows:

   • Comparator: [0].eventType

   • Operator: Equal

   • Value: Ticket_Add

5. Click on "Pick Template" to select the desired WhatsApp message template for ticket notifications. Map the variables within the template to the appropriate labels. To find the variables, return to the Configuration section under Generic Webhook Integration and review the Labels corresponding to the data you’ve defined in the Message Template.

When selecting the Label for a variable, such as the Recipient Name, the format will initially appear as {{body.[0].payload.contact.lastName}}. To align with the required format, simply remove the square brackets, resulting in: {{body.0.payload.contact.lastName}}.

1. To update the Marketing Opt-In for contact details, click on "Action". Edit the Action Type to "Update Contact Marketing Opt-In Tags".

2. Click on "Create Workflow" to complete the integration.

Once the integration is successful, you can monitor message delivery logs under the Generic Webhook Integration section.

For further details, explore more about Zoho Webhooks.

Following these steps, your BizMagnets account will automatically send WhatsApp notifications whenever a new ticket is created in Zoho Desk.