# Slack notification for support tickets Set up a webhook-triggered campaign to notify your Support team about high priority tickets. As a part of this guide, you’ll set up a webhook in Zendesk to your Customer.io workspace when someone opens a high-priority ticket. You’ll use the webhook to trigger Slack notifications that alert your Support. Zendesk doesn’t support native Slack notifications when tickets are created, and this provides a handy way to help your Support team stay on top of tickets! ## Before you begin[](#before-you-begin) Before you get started, you must have set up the message channel(s) that you want to use to notify your Support team. You’ll also need: * Access to your Zendesk account. * [Integrate your Slack account](/journeys/slack) with your Customer.io workspace * Your Customer.io *Site ID* and *API Key* credentials. You can find your Customer.io *Site ID* and *API Key* credentials under **Data & Integrations** > **Integrations** > **Customer.io API**. We’re basing this tutorial on Zendesk’s `Ticket Created` event. Our aim is to notify people when a ticket is created, and use `@here` to alert people when a ticket has high priority. Zendesk offers a robust system of triggers, so you can trigger webhooks under other conditions. While you determine the conditions that trigger your webhook in Zendesk, you can use [liquidA syntax that supports variables, letting you personalize messages for your audience. For example, if you want to reference a person’s first name, you might use the variable `{{customer.first_name}}`.](/using-liquid) to make sure that your incoming data contains the values you’re looking for; your Zendesk data does not need to conform to a specific shape before you can send it to Customer.io. ```json { "version": "0", "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b", "detail-type": "Support Ticket: Ticket Created", "source": "aws.partner/zendesk.com/9242270/default", "account": "123456789012", "time": "2019-05-20T22:55:31Z", "region": "us-east-1", "resources": [ "Support Ticket" ], "detail": { "ticket_event": { "meta": { "version": "1.0", "occurred_at": "2019-05-20T22:55:29.721021468Z", "ref": "1-1234567890", "sequence": { "id": "35D52F7D44640033CCCE4A5F1ADDB2AA", "position": 1, "total": 9 }, "actor_id": 20978392 }, "type": "Ticket Created", "ticket": { "id": 35436, "created_at": "2019-05-20T22:55:29.721021468Z", "updated_at": "2019-05-20T22:55:29.789534301Z", "type": "question", "priority": "low", "status": "new", "requester_id": 20978392, "submitter_id": 76872, "assignee_id": 235323, "organization_id": 10002, "group_id": 98738, "brand_id": 123, "form_id": 6876543, "external_id": "TEST1234", "tags": [ "enterprise" ], "via": { "channel": "web" } } } } } ``` ## Set up your webhook-triggered campaign[](#set-up-your-webhook-triggered-campaign) In this example, we’ll create a campaign to notify your Support Team when someone logs a ticket. We’ll use a True/False Branch to send a different notification with an `@here` alert if the ticket has high priority. While we’re basing our example on `Ticket Created` events, you can perform this process with almost any event from Zendesk! 1. Go to **Campaigns** and click **Create Campaign**. 2. Click the trigger block and choose **Webhook**. [![the trigger exposes a webhook URL](https://docs.customer.io/images/data-campaign-trigger.png)](#8b0df8354512fb23ebede4589cbe764e-lightbox) 3. Copy the *Webhook URL*. 4. Click **Save and build workflow**. 5. In Zendesk, create your webhook: 1. Go to ![](https://docs.customer.io/images/zendesk_apps_integrations_icon.png) > *Webhooks* > *Webhooks*, click **Actions**, and select **Create Webhook**. 2. Paste the *Webhook URL* that you copied from Customer.io in the *Webhook URL* field. 3. Click **Test webhook** to populate sample data in Customer.io. 4. Click **Next**, click **Add Trigger** and [determine the conditions that trigger your webhook](https://support.zendesk.com/hc/en-us/articles/4408886797466). In our case, we’re going to trigger the webhook when we receive a high-priority ticket (noted by `detail.ticket_event.ticket.priority`). 5. Click **Test webhook** to send a test event to Customer.io. This will provide you with some sample data you can reference. 6. Drag a **True/False Branch** into your workflow. Click it and set the condition to `detail.ticket.priority` *is equal to* *the value* `high`. This lets us set up separate slack notifications for high priority tickets. 7. Drag a **Slack Message** into your workflow for each branch—one for *True* and one for *False*. 8. Select the Slack action in your workflow and click **Add Content**. 9. In the **To** field, enter the channel or person you want to send a direct message to. In general, the *To* field expects a variable, but your Support team probably has a static channel (like `#support`)! 10. Enter your message. You can access variables from the ticket using [liquidA syntax that supports variables, letting you personalize messages for your audience. For example, if you want to reference a person’s first name, you might use the variable `{{customer.first_name}}`.](/using-liquid) in the `trigger` object. Following our example data above, you can link to the incoming ticket using `{{trigger.detail.ticket_event.ticket.id}}`. The example below also sends an `@here` alert to notify people when the ticket priority is high! [![Write your slack message based on the Zendesk ticket](https://docs.customer.io/images/data-campaign-zendesk-slack.png)](#f0bcb3ac16d971b4fac346f628eb9969-lightbox) 11. Click **Save** and **Done**, and repeat the steps above for your other Slack message. When you’re finished, your campaign will look like this: [![A complete zendesk campaign to slack your support team](https://docs.customer.io/images/data-campaign-zendesk-workflow-1.png)](#8108e083bc6cbdcace407404334c4a0c-lightbox) 12. Click **Review Items** to finish any outstanding setup steps. 13. Click **Start Campaign** to review your settings and go live!