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Changes on Zendesk tickets get not picked up by the Exalate, no synchronisation is happening

Root cause

Exalate for Zendesk is a 'push' type of integration, where a webhook on the Zendesk side will notify the exalate that a ticket is created or updated.
If for some reason that webhook gets deleted - Exalate will never be notified about the fact that an update or create happened


Step 1 - Recover the Exalate url

Make sure that you got the address of your Exalate for Zendesk. 
It is an URL with following format

This can be found in the general settings of the Exalate app

Step 2 - Add a target 

The target will be used to define where a webhook needs to be sent.
Target can be found at Zendesk Admin → Extensions

Add a target, select HTTP target

Enter following fields

  • Name - Exalate
  • URL - the exalate url + "/webhooks" appended (warning)
  • Select 'create target' in the dropdown and submit

Step 3 - Configure the webhook

Access 'Triggers' in the admin section, and 'Add trigger'

Configure the name and conditions in the section 'Meet ANY' of the following conditions

Configure the action

Set it to 'Notify Target' and select the target just created

The JSON body must contain

  "ticket": {
	"id": "{{}}",
	"subject": "{{ticket.title}}"
  "executor": "{{}}"

Step 4 - test it