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Introduction

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MoEngage × Zendesk

• Synchronize users and ticket event data from Zendesk to MoEngage.
• Automate the creation of support tickets in Zendesk from MoEngage campaigns.
• Import support activities like ticket state updates as behavioral events in MoEngage.
• Trigger contextual campaigns based on support interactions and user lifecycle events.

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Use Cases

• Support-driven engagement : When a new ticket is created in Zendesk, push the lead or user data to MoEngage to trigger contextual support follow-up campaigns, like a “Thanks for contacting support, we are working on your issue” message.
• Ticket state-based campaigns : When ticket states are updated (e.g., resolved or closed), push this data to MoEngage to automatically send satisfaction surveys (CSAT), upsell campaigns, or re-engagement messages.
• Push leads and user data : Automatically sync newly created users and leads from Zendesk to MoEngage using Outbound Series workflows for targeted marketing campaigns and unified user profiles across platforms.

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Sync Data to MoEngage

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Sync Modules

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Step 1: Get Your MoEngage Endpoint

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Step 2: Create a Webhook in Zendesk

1. Log in to your Zendesk Admin Center dashboard.
2. On the left navigation menu, click the Apps and integrations list.
3. In the menu that appears, under the Webhooks section, click Webhooks.
4. On the Webhooks page, click Create webhook in the upper-right corner.
5. On the Create webhook page, under Select a way to connect , click the Trigger or automation Connect the webhook using a business rule tile.
6. Click Next.

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Step 3: Configure the Webhook

1. On the Create webhook page, under the Add details section, provide the following details:
   1. In the Name (Required) box, type a name for the destination (for example, MoEngage_Ticket_Events).
   2. In the Description box (optional), add a brief explanation of the webhook’s purpose.
   3. In the Endpoint URL*(required), enter the webhook URL provided by the MoEngage team. The format is:https://api-0X.moengage.com/v1/partner/zendesk/{events/user}/?configName={config_name}
   4. In the Request method* list, click POST.
   5. In the Request format* list, click JSON.
2. In the Authentication* section, provide the following details:
   1. Select Basic authentication.
   2. In the Username box, type your MoEngage Workspace ID.
   3. In the Password box, type your Data API Key.

3. In the Test webhook section, provide the following details:
4. Click Test webhook. A test configuration dialog box appears.
5. In the Choose event to test list, select Custom test.
6. In the JSON body section, paste a sample payload from the examples below to send to MoEngage.
7. Click Send test.

{
  "customer_id": "22773741448860",
  "u_fn": "Zen",
  "u_ln": "desk",
  "u_em": "[email protected]",
  "u_mb": "9999999999",
  "updated_at": "2025-10-06 11:48:26",
  "user_attributes": {
    "notes": "Test",
    "time_zone": "Bangalore",
    "organization_id": "22773079373468",
    "organization_name": "MoE",
    "external_id": "629933",
    "details": "This is a test data"
  }
}

{
  "customer_id": "22773741448860",
  "u_fn": "Zen",
  "u_ln": "desk",
  "u_em": "[email protected]",
  "u_mb": "9999999999",
  "updated_at": "2025-10-06 11:48:26",
  "user_attributes": {
    "notes": "Test",
    "time_zone": "Banglore",
    "organization_id": "22773079373468",
    "organization_name": "MoE",
    "external_id": "629933",
    "details": "This is a test data"
  },
  "event_attributes": {
    "event_name": "ticket_created",
    "ticket_id": "2",
    "ticket_subject": "Test",
    "event_description": "New ticket submitted by customer",
    "event_state" :"Open"
  }
}

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Step 4: Configure triggers

1. Log in to your Zendesk Admin Center dashboard.
2. On the left navigation menu, click the Objects and rules list.
3. In the menu that appears, in the Business rules section, click Triggers.
4. On the Triggers page, click Create trigger on the right side of the page.
   
   The Create ticket trigger page appears.
   1. In the Trigger name (required)* box, type a name for the trigger (for example, Send Ticket Update to MoEngage).
   2. In the Description box (optional), briefly explain what this trigger does.
   3. In the Trigger category (required)* list, select your trigger category.
      
      Next, you must define the Conditions for this trigger.
5. In the Conditions section, scroll to the Actions section, and click Add action.
6. In the Category list, click Notify by > click Active webhook.
7. In the Value list, click the Webhook that you created in Step 3.
8. In the request body box, add the appropriate JSON payload.

9. Click Save.

{
  "customer_id": "{{ticket.requester.id}}", // set your desired unique id
  "u_fn": "{{ticket.requester.first_name}}",
  "u_ln": "{{ticket.requester.last_name}}",
  "u_em": "{{ticket.requester.email}}",
  "u_mb": "{{ticket.requester.phone}}",
  "updated_at": "{{ticket.created_at | date:'%Y-%m-%d %H:%M:%S'}}",
  "user_attributes": {
//create your k-v pairs here
  }
}

{  
"customer_id": "{{ticket.requester.id}}", // set your desired unique id  
"u_fn": "{{ticket.requester.first_name}}",  
"u_ln": "{{ticket.requester.last_name}}",  
"u_em": "{{ticket.requester.email}}",  
"u_mb": "{{ticket.requester.phone}}",  
"updated_at": "{{ticket.created_at | date:'%Y-%m-%d %H:%M:%S'}}",
"user_attributes": {
//create your k-v pairs here (optional when using events type)
},
"event_attributes": {
"event_name": "ticket_created",
"ticket_id": "{{ticket.id}}",
"ticket_subject": "{{ticket.title}}",
"event_description": "New ticket submitted by customer",
"event_state" :"{{ticket.status}}"
}
}

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Data Mapping Guidelines

• Unique Identifier (Customer ID) : Use a consistent, unique identifier (like an external_id or email address) and map it to the customer_id field in your MoEngage payload. This is critical for preventing duplicate user profiles.
• Required Fields : All payloads must include the customer_id, updated_at, and standard user fields (u_* fields) for proper data processing.
• Event Name : Include the event_name in every event to identify and categorize actions in MoEngage. This ensures all events are tracked accurately for analysis and segmentation.

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Send Data from MoEngage using Connected Campaigns

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Step 1: Create a Connector Campaign in MoEngage

1. Navigate to the MoEngage Dashboard.
2. On the left navigation menu, click Engage and then click Campaigns.
3. On the All campaigns page, in the upper-right corner, click + Create campaign.
   
   The Create campaign page is displayed.
   You can also click Create New > Campaign. The Campaign page is displayed.
4. Under Connectors , click Custom and select one of the following campaign delivery types:
   • One Time
   • Periodic
   • Event Triggered
   • Business Event Triggered
     For more information, refer to Delivery Types.
     The Connector creation page is displayed.
5. In step 2 of the campaign, provide the following information:
   1. Under Method , select POST.
   2. In the Webhook URL box, paste the following
      <your-zendesk instance>.zendesk.com/api/v2/tickets.json
   3. In the Headers section, add the following key-value pairs:
      1. Authorization : Basic {{'<email_address>token:<api_token>' | base64_encode}}.
      2. Content-Type : Application/json.
   4. In the body section, define the ticket details, such as type, subject, and status. The following is an example payload. You can customize it based on the Zendesk Ticket API.
      JSON

      {
          "ticket": {
          "requester_id": "{{UserAttribute['ID']}}",
          "requester": {
          	"name": "{{UserAttribute['Name']}}",
            "email": "{{UserAttribute['email']}}",
            "phone": "{{UserAttribute['mobile number]}}"
          },
          "type": "<ticket type>",
          "subject": "<subject line>",
          "comment": {
          	"body": "<your message body>"
          },
          "priority": "urgent",
          "status": "<ticket status>"
         }
       }
      

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Step 2: Preview Your Request

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Common Identifier