In this post, we will discuss how you can integrate Razorpay with Zendesk and automatically create tickets in Zendesk for failed Razorpay payments.
This automation requires a one-time setup, for which we will use Pabbly Connect.
We will link Razorpay with Pabbly Connect to capture the failed payment details, link Pabbly Connect with Zendesk and create a ticket for those failed payments.
Steps to Automatically Create Zendesk Tickets on Failed Razorpay Payments
1. Sign In / Sign Up to Pabbly Connect and Create a Workflow
2. Establish a Connection between Razorpay and Pabbly Connect
3. Setup Zendesk as the Action App to Create Ticket
Step 1:- Sign In / Sign Up to Pabbly Connect and Create a Workflow
A. Sign In / Sign Up
To begin this process, visit Pabbly Connect and create your account by clicking on the ‘Sign Up Free’ button. You can also click on Sign In if you already have an account.
Click on the Pabbly Connect ‘Access Now’ button
B. Create Workflow
To create a new workflow, click the ‘Create Workflow’ button.
Name your workflow, and click on ‘Create’.
Step 2:- Establish a Connection between Razorpay and Pabbly Connect
We will look at the steps through which we can establish a link between Razorpay and Pabbly Connect. This will help us capture the data for each failed payment.
A. Trigger App
Trigger allows us to choose the application that will receive the data for Pabbly Connect. In our case, it would be Razorpay.
Expand the Trigger Step, choose ‘Razorpay’ as your Action App, and select ‘Payment Failed’ as an Action Event.
B. Webhook URL
A new Webhook URL will get generated. You will use this Webhook URL to create a connection with your Razorpay account. Copy the Webhook URL.
As soon as you Copy the Webhook URL, Pabbly Connect will start looking to capture data from Razorpay, as indicated by the rotating Waiting For Webhook Response button.
C. Connect Razorpay Account
To connect with your Razorpay account, go to your Razorpay dashboard and click on ‘Settings’ > ‘Webhooks’ > ‘Add New Webhook’.
You will be prompted to create a Webhook URL. Paste the Webhook URL we copied earlier. Since we only want to capture responses in case of failed payments we will select ‘payment.failed’ as the Active Events and click on ‘Create Webhook’.
D. Test Connection
Let us now test the connection we just established by making a dummy payment. Open your Razorpay payment form in an incognito tab, fill in dummy credentials and make the payment fail.
You will receive a failed payment response along with the customer details and reason for the failed payment. Thus, confirming the successful connection.
Step 3:- Setup Zendesk as the Action App to Create Ticket
Action allows us to choose the application that will get executed by the workflow trigger.
We essentially want to create a ticket in Zendesk on payment failure. Thus, Zendesk will be our Action App.
A. Action App
Choose ‘Zendesk’ as your Action App, select ‘Create Ticket’ as an Action Event, and click on ‘Connect’.
B. Connect Zendesk Account
To connect with your Zendesk account, select ‘Add New Connection’. You will be asked to enter your Zendesk Username, Password and Subdomain.
Before entering your credentials, you have to give access to your password. Go to your Zendesk dashboard, and click on ‘Settings’ > ‘API’ > ‘Enable’.
Enter your Zendesk Username and Password.
Again go to your Zendesk dashboard, copy the Subdomain from the URL, paste it into its given field and click on ‘Save’.
C. Enter / Map Necessary Fields
Since we have already captured most details in Trigger Step, all we need is to map it from above. Mapping ensures our data remains dynamic and changes as per the received responses.
Map the Subject from the step above.
Select the Assignee to whom you want to assign this ticket. Also, choose the Collaborators.
Select your Group, and enter the Requester Name and Email.
Write a First Comment / Description by mapping the details from above.
You can add Submitter and Sharing Agreements. To skip them, enable Map and enter ‘{{skip}}’ in both fields. Select the Brand, and click on ‘Save & Send Test Request’.
As soon as you click on Save & Send Test Request, a ticket will get created in Zendesk.
Our automation is complete. We have successfully integrated Razorpay with Zendesk. Now for each failed payment on Razorpay, a ticket will automatically be created in Zendesk.
You can copy this entire workflow by clicking this link.
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