Objective

Choose which Zendesk webhook events, brands, SLA policies, and metrics ZenOps Realtime processes, and set the SLA and Talk polling frequency.

Environment

  • You are a ZenOps administrator who can manage Settings > Integrations.
  • Your Zendesk subdomain and OAuth connection are configured. If needed, follow Connect and verify Zendesk data.
  • Brands and SLA policies have been synced from Zendesk if you plan to limit either allowlist.

Resolution

  1. Open Settings > Integrations. Confirm Zendesk Integration shows an active OAuth connection and Zendesk Data Sync has brought in the brands and policies you expect to select.
  2. Review Agent Webhook Configuration and Ticket Webhook Configuration. The agent webhook receives availability and activity data; the ticket webhook receives ticket creation and assignment data. For a required webhook marked Not Configured, select Configure Webhook. For an existing webhook, use Update when its configuration needs refreshing, then select Test and check the result.
    Agent and Ticket Webhook Configuration cards with endpoint values obscured.
  3. On each configured webhook, open Events, select the Zendesk events it should receive, and select Save event subscriptions. Keep at least one event selected.
    Important: Deleting a webhook stops its feed

    Delete removes that webhook configuration. Use it only when you intend to stop receiving events from that source.

  4. In Webhook Brand Allowlist, choose Allowed Brands. An empty selection allows all brands; a selection stores webhook events only for those brands. In SLA Policy Allowlist, choose Allowed SLA Policies. An empty selection includes all policies; a selection limits Realtime SLA computations to those policies. Select Save Allowlists after changing either list.
    Webhook Brand and SLA Policy allowlists with customer-specific selections obscured.
  5. In SLA Event Polling, set Polling status and choose a Polling frequency. Select Save when the change button appears. Last successful poll shows when an SLA event check last completed.
    SLA Event Polling and Talk API Polling controls with poll timestamps obscured.
  6. Under Tracked metrics, select the SLA metric types Realtime should store and select Save when you change the selection.
    Note: Tracked metrics affect future events

    Unchecking a metric stops storing new events for it; existing history remains. Metrics required by an active SLA policy stay selected and cannot be unchecked.

  7. In Talk API Polling, enter a whole-number Polling frequency from 4 to 600 seconds and select Save. Check Last successful poll after the next interval.
  8. Confirm the required webhooks show Active, their Test actions succeed, and the SLA and Talk Last successful poll values advance after the next configured polling intervals.