Get ready, folks—this latest Zendesk update is a total game-changer for anyone who loves building smarter, more flexible workflows. And honestly? The geek me is thrilled.

After years of working on all kinds of Zendesk implementations—big and small—I’ve lost count of how many times I wished I could fire a webhook without having to wait for a ticket update. So many times, clients would ask, “Can we push this to system X when this happens?” And I’d have to say, “Well… kind of… but only if we trigger it after a ticket update,” or rely on some workaround using automations.

But now? That’s all changed. With this update, we can subscribe webhooks directly to ticket and messaging events—no ticket update required, no hacky workarounds. It’s cleaner, faster, and way more powerful.

Let’s break down what this means and how you can start using it to supercharge your Zendesk setup.

Ticket and messaging events are basically just things that happen in Zendesk—like a ticket being created, updated, or a message coming through in a chat. They’re tied to two main areas: support tickets (your standard customer service requests) and messaging conversations (like live chats on your website or social DMs).

Thanks to a recent Zendesk update, you can now subscribe to these events using webhooks. That means whenever something important happens—say, a new ticket comes in or a customer sends a message—you can automatically send that info to other tools you use, instantly. No need to build extra triggers or automations.

This opens the door to all kinds of cool, real-time workflows. Think Slack alerts for urgent tickets, syncing data with your CRM as soon as something changes, or kicking off a custom process the moment a customer starts chatting. It’s a super flexible way to keep all your systems in sync with what’s going on in Zendesk—right as it happens.

Where is this useful?

• Real-Time Notifications: Automatically alert your team in platforms like Slack whenever a high-priority ticket is created, ensuring prompt attention.
• CRM Synchronization: Keep customer data consistent by updating your CRM system immediately when ticket details change, enhancing customer relationship management.
• Task Management Integration: Create tasks in project management tools such as Asana when specific ticket events occur, streamlining workflow processes.
• Custom Reporting: Feed ticket and messaging event data into external analytics platforms to generate tailored reports and gain deeper insights into support operations.​
• Automated Customer Communications: Trigger personalized emails or messages to customers based on ticket status changes, improving communication and customer satisfaction.

Read about this directly from Zendesk here.