Event callbacks

You can provide an endpoint that lets Zendesk Support send callbacks to your service. The callbacks map to specific actions that occur in the Channel Framework. For a complete list seeCallback types.

To enable this feature you must build a callback endpoint and specify it in theIntegration Manifest.

Example

             

              
"urls":{"event_callback_url":"https://omniwear.com/integrations/instagram/event_callback",...}
             

Your endpoint may behave in any manner you see fit. Example use cases are:

• Forwarding the requests to a logging service.
• Manually inspecting the responses to assist in debugging.
• Using the provided information to make follow-up actions with Zendesk Support.

JSON Schemas

Each event callback conforms to aJSON Schemafile. The schemas are available athttps://github.com/zendesk/any_channel_json_schemas.

Request format

Zendesk Support makes a POST request with the following JSON object to theevent_callback_urlprovided in your integration manifest. Callback events are aggregated before they are sent so Zendesk Support will often send multiple events per request. Every event will have a common set of attributes. Thedataattribute will contain a different type of JSON object depending on the eventtype_id.

Callback event format

Example

             

              
{"events":[{"type_id":"pull_request","timestamp":"2015-09-08T22:48:09Z","subdomain":"support","integration_name":"Life bar","integration_id":"25e2b1b2-e7f9-4485-8331-9f890aa9e2b8","error":"A payload received in response to a pull request contained invalid JSON. Errors - The property '#/' did not contain a required property of 'name'. This is a recoverable error and the integration account will continue to be polled for new data.","data":{"integration_account_name":"Life bar instagram","url":"https://omniwear.com/integrations/instagram/pull","request_id":"5760dcea-6bd4-4b17-9bf2-f417ebd5cbc5"}}]}
             

Response format

用一个空的身体返回一个200响应籼稻te a callback was successfully received and an appropriate http status when any errors occur.

Callback types

create_integration

Acreate_integrationevent is sent whenever a customer installs your channel integration. The event has atype_idofcreate_integration. It populates thedataattribute with the following JSON object.

Example

             

              
{"type_id":"create_integration",..."data":{"manifest_url":"https://omniwear.com/integration_manifest.json"}}
             

destroy_integration

Adestroy_integrationevent is sent whenever a customer removes your channel integration. The event has atype_idofdestroy_integration. It populates thedataattribute with the following JSON object.

Example

             

              
{"type_id":"destroy_integration",..."data":{"manifest_url":"https://omniwear.com/integration_manifest.json"}}
             

create_integration_instance

Acreate_integration_instanceevent is sent whenever a customer creates an integration instance. The event has atype_idofcreate_integration_instance. It populates thedataattribute with the following JSON object.

Example

             

              
{"type_id":"create_integration_instance",..."data":{"metadata":"{\"instagram_username\":\"omniwear\",\"instagram_oauth_token\":\"xyzabc\"}"}}
             

destroy_integration_instance

Adestroy_integration_instanceevent is sent whenever a customer removes an integration instance. The event has atype_idofdestroy_integration_instance. It populates thedataattribute with the following JSON object.

Example

             

              
{"type_id":"destroy_integration_instance",..."data":{"metadata":"{\"instagram_username\":\"omniwear\",\"instagram_oauth_token\":\"xyzabc\"}"}}
             

pull_request

Apull_requestevent is sent when Zendesk Support performs a pull action to an integration account. If anything goes wrong in the process of making the request and parsing the response, theerrorattribute of the event JSON object is populated. The event has atype_idofpull_request. It populates thedataattribute with the following JSON object.

Theduplicate_external_idsobjects are represented by the following JSON object.

Example

             

              
{"type_id":"pull_request",..."data":{"integration_account_name":"Life bar instagram","url":"https://omniwear.com/integrations/instagram/pull","request_id":"5760dcea-6bd4-4b17-9bf2-f417ebd5cbc5","duplicate_external_ids":[{"external_id":"123","request_id":"08779cf7-44db-4929-83aa-4c2b0ca51c17","ticket_id":"456","comment_id":"789"},{"external_id":"abc","request_id":"e0846039-20fe-48e9-b024-915731ac8a22","ticket_id":"def","comment_id":"ghi"},]}}
             

resources_created_from_external_ids

Aresources_created_from_external_idsevent is periodically sent to provide an overview of what resources were created as a result of an interaction with the Channel Framework. The event has atype_idofresources_created_from_external_ids. It populates thedataattribute with following JSON object.

Theresource_eventsare represented by the following JSON object.

Thetype_idattribute will have one of the following values:

• comment_on_new_ticket- A new comment was created on a new ticket.
• comment_on_existing_ticket- A new comment was created on an existing ticket.
• comment_on_follow_up_ticket- A new comment was created on a new ticket that was a follow-up to an existing ticket.
• external_id_associated_with_channelback- Zendesk associated anexternal_idreturned from your integration with a channelback comment.

Example

             

              
{"type_id":"resources_created_from_external_ids",..."data":{"request_id":"5760dcea-6bd4-4b17-9bf2-f417ebd5cbc5","resource_events":[{"type_id":"comment_on_new_ticket","external_id":"omniwear-123","comment_id":111,"ticket_id":222},{"type_id":"comment_on_existing_ticket","external_id":"omniwear-456","comment_id":333,"ticket_id":444},{"type_id":"comment_on_follow_up_ticket","external_id":"omniwear-789","comment_id":444,"ticket_id":555,"follow_up_id":666},{"type_id":"external_id_associated_with_channelback","external_id":"omniwear-789","comment_id":444,"ticket_id":555}]}}