Skip to main content
Zendesk notifies Typewise each time a ticket is created. Typewise then reads the ticket over the Zendesk API and creates it in the platform the way a Form API submission arrives, linked to the Zendesk ticket through crmTicketId. The AI Agent assesses it from there. Typewise only tags the ticket during ingestion. Its status, assignee and group stay as they were, so your agents still see it as New.
Connect Zendesk first. Ingestion uses the same integration.

​
Set up

1

Create the webhook in Zendesk

In Admin Center go to Apps and integrations → Webhooks → Create webhook.
  • Connection type: Trigger or automation
  • Endpoint URL: https://platform-api.typewise.app/api/webhooks/zendesk/<workspaceId> where <workspaceId> is the id of your Typewise workspace
  • Request method: POST
  • Request format: JSON
  • Authentication: None. Requests are verified with the signing secret.
Zendesk only finishes the webhook once a trigger uses it, so create the trigger in the next step, then come back and click Finish setup.
2

Store the signing secret in Typewise

Open the webhook’s Activity → Signing secret (or call GET /api/v2/webhooks/{id}/signing_secret) and copy the secret.In Typewise, open the Zendesk integration and paste it into Webhook signing secret. Deliveries with a missing or wrong signature are rejected.
3

Create the trigger

Go to Objects and rules → Business rules → Triggers → Add trigger.
  • Conditions: Ticket > Ticket Is > Created and Ticket > Tags > Contains none of the following with typewise_sent, typewise_handled and typewise_handover, each entered as its own tag (press Enter after each one), so tickets Typewise creates itself are not sent back. To limit the pilot to one form, add Ticket > Form > Is > <your contact form>.
  • Actions: Notify active webhook only, pointing at the webhook above.
Use this JSON body. The ticket id is enough: Typewise fetches the rest.
Do not add status, assignee or group actions to this trigger. Any of them moves the ticket out of New.

​
What lands in Typewise

Because crmTicketId is set, a later handoff or backup to Zendesk updates this ticket instead of creating a new one.
Typewise only keeps variables that are declared as context variables in the workspace. Declare Zendesk Ticket ID, Zendesk Ticket URL, Zendesk Form ID and the titles of the form fields you want to see; undeclared ones are dropped at ingest and listed in a backend warning.

​
Tags

Typewise adds typewise_sent to each ticket it ingests, so your agents and views can tell them apart. Typewise itself never changes the ticket’s status; check that none of your own triggers reacts to these tags. The typewise_ prefix is reserved: Typewise treats any ticket carrying such a tag as one it already knows, so do not use the prefix for tags of your own. What happens to the tag once the AI Agent is done, for example swapping it for typewise_handled or typewise_handover, is set up per customer with your Typewise contact. Tickets Typewise creates itself, for example from a chat, carry a typewise_ tag from the start, and Typewise skips them if the trigger still sends them.

​
Behaviour

  • Typewise acknowledges a delivery within milliseconds and processes it in the background. A delivery Zendesk sends twice creates one ticket.
  • New tickets go through the same spam classification as the Form API.
  • When ingestion fails for good, the ticket stays untouched in Zendesk and your agents handle it as usual.