> This page is part of the [Customer.io documentation](https://docs.customer.io). For the complete index, see [llms.txt](https://docs.customer.io/llms.txt).
> Last updated: July 10, 2026

# 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 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](/messaging/channels/slack/get-started) 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 **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}}`.](/journeys/liquid/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

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}}`.](/journeys/liquid/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!
    

*   *   [Before you begin](#before-you-begin)
    *   [Set up your webhook-triggered campaign](#set-up-your-webhook-triggered-campaign)

Copy page

Copy page [Download .md](/messaging/send/campaigns/data-workflows/zendesk-data-campaign.md)

Is this page helpful?

![](https://docs.customer.io/images/export-success.png) ![](https://docs.customer.io/images/export-failure.png)

# How can we make it better?

Close

Do you need help from Customer.io support?  No  
 Yes

What part of Customer.io do you need help with? 

How can we improve this page?

Email (optional):  Please provide a valid email address

 I am not a bot

 

We appreciate your feedback!

Our support team will contact you as soon as possible