Send ticket events with webhooks

The Webhooks app sends ticket events to any URL you choose. Use it to connect your own systems, or tools that are not in the app directory yet, through Zapier, Make or n8n.

Before you start

• Who can do this: owners and admins.
• Plan: all plans.
• What you need: a public HTTPS endpoint that accepts POST requests with JSON, and a signing secret of at least 16 characters.
• Time: about five minutes, plus building your endpoint.

Step by step

1. Open Settings > Apps and choose Webhooks (under Developer).
2. Type your Endpoint URL, for example https://example.com/helpdesk-events. It must be https.
3. Type a Signing secret: any long random string, at least 16 characters. Keep a copy; you need it to check signatures.
4. Press Connect and test. Hushdesk sends a ping event, signed with your secret.
5. If your endpoint answers with a 2xx status, the card shows Connected.

{  "event": "ticket.created",  "ticket": {    "subject": "Where is my order #1042?",    "channel": "email",    "status": "open"  }}

What happens next

From now on, Hushdesk posts to your URL when:

• a new ticket is created (ticket.created);
• a customer replies on a ticket (customer.replied);
• a ticket is closed (ticket.closed).

Each request carries the headers X-Hushdesk-Event, X-Hushdesk-Signature (sha256= plus a hex HMAC of the body) and User-Agent: Hushdesk-Webhooks/1. The card shows Last delivery with the event and whether it was delivered or failed, with the status code.

See Webhook events and payload for the JSON, and Verify webhook signatures for code.

Tips

• Answer with 200 straight away and process the event in the background. Deliveries time out after five seconds and are not retried.
• Use the ticket id to avoid processing the same event twice in your own system.
• To change the URL or secret, open the sheet, enter the new values and press Update and test.
• ticket.created and customer.replied are sent after your rules have run, so tags and priority set by rules are already in the event. ticket.closed is sent when a person closes one ticket; closes made by rules or by bulk actions on several tickets do not send it.

Troubleshooting

"Your endpoint did not answer the test event with a 2xx"

Your endpoint returned an error, redirected, took longer than six seconds or could not be reached. Check it accepts POST with JSON and returns 200.

"That endpoint url does not look right"

The URL must start with https://.

"Use a signing secret of at least 16 characters"

Make the secret longer.

"Add the endpoint url"

A field is empty.

"Add the signing secret"

A field is empty.

"Endpoint URL is too long"

Keep the URL under 500 characters.