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I have a custom object with the following fields in Zendesk:

  • Charger ID (Key field)
  • Station Name
  • Country

I also uploaded records from a database using an API connection into Zendesk where each record has a combination of the fields above.

For example:

  • Charger ID: 1234
  • Station Name: New York Road Station
  • Country: USA

Here is my use case request

I want agents to fill in the Charger ID and have the Station Name & Country fields automatically filled in based on the record and information tied to that Charger ID right into the Zendesk ticket.

Based on what I've read, I've been recommended to use a combination of a Relational field, a webhook and connect this to a trigger to adjust the information in tickets.

How can I set this up?

I tried setting up the webhook but I'm confused about how to set up the Endpoint URL and the authentication part.

I keep trying but the webhook won't authenticate when I test it.

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  • Have you already created the custom object and the ticket relationship field? Did you create an API token? Did you try setting the webhook authentication to "Basic" with <your_email>/token as a username a and api_token as the password? Let us know what you tried so far and any error messages you get. Commented Feb 19 at 22:11
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