Webhook events and payload reference

This is the reference for the JSON that the Webhooks app sends. Every event is a POST with Content-Type: application/json.

Before you start

• Who this is for: developers building an endpoint, or anyone mapping fields in Zapier, Make or n8n.
• Plan: all plans.
• What you need: the Webhooks app connected. See Send ticket events with webhooks.

Step by step

1. Connect the Webhooks app. The first request your endpoint receives is a ping.
2. Create a test ticket, for example by emailing your support address, to receive ticket.created.
3. Reply as the customer to receive customer.replied.
4. Close the ticket in the inbox to receive ticket.closed.
5. Map the fields you need in your tool or code.

What happens next

Headers

Header	Value
Content-Type	application/json
User-Agent	Hushdesk-Webhooks/1
X-Hushdesk-Event	The event name
X-Hushdesk-Signature	sha256= followed by the hex HMAC-SHA256 of the raw body, keyed with your signing secret

Ticket event body

{
  "event": "ticket.created",
  "at": "2026-10-08T09:15:02.481Z",
  "workspace_id": "…",
  "ticket": {
    "id": "…",
    "subject": "Where is my order #1042?",
    "status": "open",
    "channel": "email",
    "priority": 0,
    "tags": ["wismo"],
    "url": "https://your-hushdesk-address/app/inbox?c=…",
    "customer": { "email": "sam@example.com", "name": "Sam Lee" },
    "last_message": "Hi, my parcel has not arrived yet…"
  }
}

Test ping body

{ "event": "ping", "at": "2026-10-08T09:10:00.000Z" }

Fields

Field	Meaning
event	ticket.created, customer.replied, ticket.closed or ping
at	When the event was sent (ISO 8601, UTC)
ticket.status	open, pending (waiting on the customer), snoozed, closed or spam
ticket.channel	email or chat
ticket.priority	-1 Low, 0 Normal, 1 High, 2 Critical
ticket.tags	Tag names on the ticket
ticket.url	Opens the ticket in Hushdesk
ticket.customer	email and name, either may be null
ticket.last_message	The customer's latest message, up to 2,000 characters

Tips

• Read the event name from X-Hushdesk-Event or the event field; they always match.
• Verify the signature over the raw body before parsing it. See Verify webhook signatures.
• Treat unknown fields as optional. New fields may be added later; existing ones keep their meaning.

Troubleshooting

My endpoint gets the ping but no ticket events

Ticket events start with the next new ticket, customer reply or close. Create a test ticket to check.

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

The ping failed. Return 200 for ping events as well.