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Getting started with Zendesk & MessageMedia

  • Updated

To send and receive SMS with Zendesk, easily integrate MessageMedia by following these simple steps:

  1. Login to your Zendesk account
  2. Navigate to the Admin Centre
  3. Search for Webhooks > Actions > Create Webhook
  4. Fill in the fields below:
    • Name: Something descriptive to title the webhook
    • Description: A summary of the purpose
    • Endpoint URL: https://api.messagemedia.com/v1/messages
    • Request Method: POST
    • Request Format: JSON
    • Authentication: Basic Authentication

Not sure where to find your credentials? Login to the MessageMedia Hub and create a new key.

 

20221006_-_Zendesk_Webhook_Article_Update_1.png

 

Check your Response

To check if all the details are correct, select Test Webhook. In the Request JSON Body enter in the following JSON, replacing the destination_number with your mobile number in full international format (e.g. +61412345678):

{
    "messages": [
        {
            "content": "Message From Zendesk",
            "destination_number": "YOUR NUMBER HERE",
            "delivery_report": true,
            "format": "SMS",
            "metadata": {
                "sender": "zendesk"
            }
        }
    ]
}

 

Once entered, select Send test and it should be successful and you receive the test SMS:

20221006_-_Zendesk_Webhook_Article_Update_2.png

 

You should get a success response if the details are correct (e.g. MessageMedia API Key and API Secret). Once you have successfully tested everything, create the target.

 

Using Triggers

  1. To configure Zendesk to send SMS notifications using a trigger, navigate to Business Rules > Triggers.
  2. Populate the Conditions fields that you want to be true for the Trigger and set up the Action to be performed. 

For example, when priority is greater than high, select the action will be Notifications: Notify target and in the subsequent drop-down box select the previously created Target. 

Fill the JSON body with the same JSON you used to test above, and change the content and number as desired. You can also use the placeholders to add in any of the attributes. 

If you have used the {{ticket.requester.phone}} placeholder in your target, you must ensure that the phone number field is populated in the Zendesk user profile using the international format (e.g. +61412345678).

You can now send an SMS from Zendesk using the MessageMedia SMS API. Configure the message to send SMS about time sensitive and high priority items.

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