snapshot of https://github.com/zulip/zulip.git @ 48c69911c7dd4e03b20552eb3bd77ad8151c1357 (2026-09-15)

zerver/webhooks/zendesk/doc.md

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+# Zulip Zendesk integration
+
+Get notifications about Zendesk tickets in Zulip!
+
+{start_tabs}
+
+1. {!create-an-incoming-webhook.md!}
+
+1. {!generate-webhook-url-basic.md!}
+
+1. Append `{%raw%}&ticket_title={{ ticket.title }}&ticket_id={{ ticket.id }}{%endraw%}`
+   to the URL generated above.
+
+1. In Zendesk, click the **gear** (<i class="fa fa-cog"></i>) icon in the
+    bottom-left corner. Click on **Extensions**, and then click **add
+    target**.
+
+1. Click the **URL target**, and fill in the form with the following:
+
+    * **Title**: Zulip
+    * **URL**: the URL generated and updated above
+    * **Method**: POST
+    * **Attribute Name**: message
+    * **Username**: your bot's user name, e.g., `zendesk-bot@yourdomain.com`
+    * **Password**: your bot's API key
+
+1. Select **Test Target**, and click **Submit**. A test message should
+   appear Zulip. Save the target by selecting **Create target**, and
+   clicking **Submit**.
+
+1. Add a new trigger, for every action you'd like to be notified about.
+   To add a trigger, select **Triggers** in the left menu, and click
+   **add trigger**.
+
+1. Give the trigger a descriptive title (e.g., "Announce ticket update").
+   Under **Meet all of the following conditions**, select the conditions
+   for the trigger. In the **Perform these actions** section, select
+   **Notification: Notify target**, and select the target created above
+   (e.g., "Zulip").
+
+1. Enter the message body into the **Message** field. You can use both
+   Zulip Markdown and Zendesk placeholders. Here's an example message
+   body template that you can optionally use:
+
+        {% raw %}Ticket [#{{ ticket.id }}: {{ ticket.title }}]({{ ticket.link }}), was updated by {{ current_user.name }}
+        * Status: {{ ticket.status }}
+        * Priority: {{ ticket.priority }}
+        * Type: {{ ticket.ticket_type }}
+        * Assignee: {{ ticket.assignee.name }}
+        * Tags: {{ ticket.tags }}
+        * Description:
+        ``` quote
+        {{ ticket.description }}
+        ```{% endraw %}
+
+1.  Click **Submit**.
+
+{end_tabs}
+
+{!congrats.md!}
+
+![](/static/images/integrations/zendesk/001.png)
+
+### Related documentation
+
+{!webhooks-url-specification.md!}

zerver/webhooks/zendesk/tests.py

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+from typing_extensions import override
+
+from zerver.lib.test_classes import WebhookTestCase
+
+
+class ZenDeskHookTests(WebhookTestCase):
+    @override
+    def get_payload(self, fixture_name: str) -> dict[str, str]:
+        return {
+            "ticket_title": self.TICKET_TITLE,
+            "ticket_id": str(self.TICKET_ID),
+            "message": self.MESSAGE,
+            "stream": self.channel_name,
+        }
+
+    def do_test(self, expected_topic: str, expected_message: str) -> None:
+        self.api_channel_message(
+            self.test_user,
+            "",
+            expected_topic,
+            expected_message,
+            content_type=None,
+        )
+
+    def test_short_topic(self) -> None:
+        self.TICKET_ID = 4
+        self.TICKET_TITLE = "Test ticket"
+        self.MESSAGE = "some message"
+        self.do_test(
+            expected_topic="#4: Test ticket",
+            expected_message="some message",
+        )
+
+    def test_long_subject(self) -> None:
+        self.TICKET_ID = 4
+        self.TICKET_TITLE = "Test ticket" + "!" * 80
+        self.MESSAGE = "some message"
+        self.do_test(
+            expected_topic="#4: Test ticket" + "!" * 42 + "...",
+            expected_message="some message",
+        )
+
+    def test_long_content(self) -> None:
+        self.TICKET_ID = 5
+        self.TICKET_TITLE = "Some ticket"
+        self.MESSAGE = "New comment:\n> It is better\n* here"
+        self.do_test(
+            expected_topic="#5: Some ticket",
+            expected_message="New comment:\n> It is better\n* here",
+        )

zerver/webhooks/zendesk/view.py

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+# Webhooks for external integrations.
+from django.http import HttpRequest, HttpResponse
+
+from zerver.decorator import authenticated_rest_api_view
+from zerver.lib.response import json_success
+from zerver.lib.typed_endpoint import typed_endpoint
+from zerver.lib.webhooks.common import check_send_webhook_message
+from zerver.models import UserProfile
+
+
+def truncate(string: str, length: int) -> str:
+    if len(string) > length:
+        string = string[: length - 3] + "..."
+    return string
+
+
+@authenticated_rest_api_view(webhook_client_name="Zendesk")
+@typed_endpoint
+def api_zendesk_webhook(
+    request: HttpRequest,
+    user_profile: UserProfile,
+    *,
+    ticket_title: str,
+    ticket_id: str,
+    message: str,
+) -> HttpResponse:
+    """
+    Zendesk uses triggers with message templates. This webhook uses the
+    ticket_id and ticket_title to create a topic. And passes with zendesk
+    user's configured message to zulip.
+    """
+    topic_name = truncate(f"#{ticket_id}: {ticket_title}", 60)
+    check_send_webhook_message(request, user_profile, topic_name, message)
+    return json_success(request)