Next Matter integrates seamlessly with Zendesk in two directions. In this integration tutorial, you can learn how to send data from Zendesk to an existing Next Matter process instance.

For info on how to start processes from Zendesk please check the related article.

Step 1: Zendesk: Set up a custom field for the Next Matter instance ID

The purpose of the custom field is to receive the ID to the Next Matter instance so that Zendesk can update the process instance automatically on certain events.

Add another custom field with the type text (navigate to Admin Center --> Objects and rules --> Fields --> Add Field --> Text)

The field can be called "Next Matter instance ID" or something else that you can recognize. The remaining settings can be left in the default state.

Your agents can either manually fill the instance id on each ticket or you can send the instance id from the Next Matter process to Zendesk with an Integration Step.

Step 2: Add the fields to the right ticket forms

Your agents need to see the newly created fields, this can be achieved by adding it to the right forms.

Navigate to Admin Center --> Objects and rules --> Forms --> //Click on the right form

Drag and drop the newly created custom fields from the right-hand side to the form.

Note: If you have more than one form then you need to add it to all of them.

Step 4: Zendesk: Set up a Webhook to activate the integration with Next Matter

Zendesk needs to know how it can communicate with Next Matter. For that, you will configure a Webhook within Zendesk

  1. Navigate to Admin Center --> Apps and Integrations --> Webhooks

  2. click on Actions (top right) --> Create Webhook

  3. Give a recognizable name for the Webhook. For example "Next Matter - Process ABC - complete step"

  4. Fill the Endpoint URL field with the Next Matter endpoint

  5. Choose Request Method POST and Request format JSON

  6. Tick the Check Box "Basic Authentication" and fill username and password (You can get an API-Key from Next Matter Support)

    Username: Api-Key

Step 5: Zendesk: Set up a trigger

Zendesk needs to be configured to send the right data at the right time to Next Matter. For that, you need to configure a Trigger within Zendesk. For each process that you want to communicate with, you will need a separate Trigger.

  1. Navigate to Admin Center --> Objects and rules --> Triggers

  2. Choose a recognizable name for the trigger. We recommend basing the name on the type of update that you want to do in Next Matter.

  3. Choose a category for your Trigger. We recommend creating a "Next Matter" category for all your Next Matter related triggers.

  4. Set up the conditions for your Trigger. This defines when Zendesk will contact Next Matter. The trigger can be based on different events happening on your tickets. There must be one condition to check if the Next Matter Instance ID field that you created in Step 1 is not empty.

  5. Add action and choose "Notify webhook" in the dropdown. Select the previously configured Next Matter Webhook in the second dropdown

  6. Copy the following code into the "JSON body" section. Replace the step_id placeholder with the id of the Next Matter step that you want to send the data to. You can find that ID in the URL if you access the step inside Next Matter

  7. For the list of actions and their inputs please consult our Executor API reference documentation. Each type of action requires a different type of input.

"nm_instance_id":"<insert the value of the customfield here>",
"step_id": <id of the step in the process>,
<list of actions and their inputs>
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