--- title: "Zendesk + OmniChannels.ai: message customers when tickets change" description: "Send SMS from Zendesk triggers through a webhook to the OmniChannels.ai API, and route WhatsApp sends and customer replies through an automation tool." canonical: "https://omnichannels.ai/integrations/zendesk/" language: "en" updated: "2026-10-10" publisher: "BroadNet Technologies" brand: "OmniChannels.ai" --- # Zendesk + OmniChannels.ai: message customers when tickets change Canonical: https://omnichannels.ai/integrations/zendesk/ Language: en Publisher: OmniChannels.ai by BroadNet Technologies **In short:** Zendesk can call the OmniChannels.ai REST API from its own webhooks: a trigger fires when a ticket changes and sends a JSON request with your Bearer token, which fits our single SMS endpoint. WhatsApp and other channel sends, and customer replies flowing back into tickets, usually go through an automation tool such as n8n, Make or Zapier. There is no marketplace app. Connect via API & webhooks ## What you can do ### Ticket received confirmation When a ticket is created from a phone-based channel, a trigger sends an SMS with the ticket number so the customer knows it was logged. ### Status change updates When an agent sets a ticket to pending or solved, a trigger texts the customer a short update and a link to the ticket. ### Urgent ticket escalation When a ticket is marked urgent, notify the on-call manager by SMS so it is picked up outside office hours. ### WhatsApp follow-ups with templates A trigger calls an automation tool, which sends an approved WhatsApp template, in Arabic or English, through our API. ### Replies back into tickets Inbound SMS or WhatsApp replies reach an automation tool through our webhook, which adds them as comments on the matching ticket. ## How it connects Zendesk webhooks send an HTTP request to any URL, with bearer token authentication and a JSON body built from ticket placeholders. A trigger or automation that uses the webhook as an action can call https://api.broadnet.me/sms/sendSms directly, because single SMS takes a JSON body. Bulk sends and most other channels, including WhatsApp, use multipart/form-data, so for those point the webhook at an automation tool or a small function of yours that calls our API. Our platform posts delivery statuses and inbound messages to the one webhook URL configured on your account. That payload is not in Zendesk's format, so an automation tool or your own code receives it, looks up the ticket by phone number or message ID, and adds a comment or updates a field through the Zendesk API. - Zendesk webhook: POST to https://api.broadnet.me/sms/sendSms with a JSON body - Authentication: bearer token in the webhook settings, stored by Zendesk - WhatsApp and multipart sends: via n8n, Make, Zapier or your own code - Replies and delivery statuses: our webhook, then an automation into Zendesk ## Set it up 1. **Request API access:** Request test access and receive an API token. Test sends go only to your own verified numbers. (Guide: https://omnichannels.ai/developers/authentication/) 2. **Create a Zendesk webhook:** In Zendesk Admin Center create a webhook that a trigger can use, with the POST method, JSON format, the sendSms URL and bearer token authentication. (Guide: https://omnichannels.ai/developers/sms/) 3. **Build the trigger:** Add a trigger with your ticket conditions and the webhook as its action, then write a JSON body with senderId, destinationNumber, message and messageType, using ticket placeholders for the number and text. 4. **Route other channels:** For WhatsApp templates, point the webhook at an automation tool instead and let it make the multipart request to our API. (Guide: https://omnichannels.ai/developers/zapier-make-webhooks/) 5. **Bring replies back:** Ask our team to set your account webhook to an automation tool URL that adds inbound messages and failures to the matching ticket. (Guide: https://omnichannels.ai/developers/webhooks/) 6. **Test with your own number:** Update a test ticket with your verified number and check the message arrives and the status comes back. ## Example workflow Zendesk trigger (A ticket is created or its status changes) → Zendesk webhook (JSON request with your Bearer token) → OmniChannels.ai API (Single SMS sent; other channels via an automation tool) → Customer's phone (Ticket update delivered by SMS or WhatsApp) → Replies into tickets (Inbound messages and failures added as ticket comments) ## Questions ### Is there an official OmniChannels.ai app in the Zendesk Marketplace? No. The connection uses Zendesk's own webhooks and triggers to call our REST API, plus an automation tool or your own code for other channels and for replies. ### Can a Zendesk webhook send WhatsApp messages directly? Single SMS takes a JSON body, which a Zendesk webhook can send. WhatsApp and most other channel sends use multipart/form-data, so route them through an automation tool or a small function that calls our API. ### How do customer replies reach the ticket? Inbound messages are posted to the webhook URL configured on your account. Point it at an automation tool that finds the ticket by phone number and adds the reply as a comment through the Zendesk API. ### Do WhatsApp updates need approved templates? Yes, outside the 24-hour customer service window business-initiated WhatsApp messages must use approved templates. Send to customers who have agreed to receive updates on that channel. ## Developer guides - https://omnichannels.ai/developers/sms/ - https://omnichannels.ai/developers/authentication/ - https://omnichannels.ai/developers/webhooks/ - https://omnichannels.ai/developers/zapier-make-webhooks/ ## Vendor documentation - [Webhooks — Zendesk Developer Docs](https://developer.zendesk.com/documentation/webhooks/) ## Related integrations - https://omnichannels.ai/integrations/freshdesk/ - https://omnichannels.ai/integrations/n8n/ - https://omnichannels.ai/integrations/zapier/ - https://omnichannels.ai/integrations/make/ Zendesk is a trademark of its owner. OmniChannels.ai is not affiliated with or endorsed by Zendesk; this page describes a connection built with Zendesk's own MCP, HTTP or webhook features. Updated: 2026-10-10