Using Web Hooks

What are Web Hooks?

Web Hooks let you push notifications for certain events (like a new ticket creation) that happen in your SupportBee account to other programs. Coupled with our API, webhooks can help you automate certain tasks that involve talking to other services. This push notification is simply an HTTP POSTtriggered by that event. This call contains data about the event and is made to the URL provided by you.

This feature is intended for businesses that want to integrate SupportBee deeply with their support workflow.

How do I create a Web Hook?

Web Hooks are offered as an integration in SupportBee. The permission to create and delete integrations is restricted to system admins. While logged in as an admin from your ticketing page:

  1. Click on the Admin link in the top left corner of the main page

  2. Choose the 'Web Hooks' tab from the left-side menu

  3. Specify the URL to which the HTTP POST call has to be made.

  4. For multiple URLs separate them with a comma (http://example1.comhttp://example2.com)

  5. Click on 'Update App'

Your web hook will be created and triggered every time the event that you created it for happens in your help desk.

How do I test/develop Web Hooks?

Once a Webhook is added to the system via the Webhook Integration, they can be tested by triggering the corresponding event in the system. For example, create a new comment on a ticket, to test the 'New Comment Created' webhook. We recommend using a service like Requestbin to test the webhooks.

An HTTP POST request will be made to the URL you have specified along with the data corresponding to the event you selected. The response for the POST call should be a success (HTTP Status Code 200). If the response is a failure, the call will be retried 3 times at an interval of an hour.

What events are currently supported?

An HTTP POST call will be made to all the web hook URLs registered by you for the following events

  1. New Ticket Created

  2. New Customer Reply Created

  3. New Agent Reply Created

  4. New Comment Created

  5. Ticket Assigned to User

  6. Ticket Unassigned from User

  7. Ticket Assigned to Team

  8. Ticket Unassigned from Team

  9. Ticket Answered

  10. Ticket Unanswered

  11. Ticket Spammed

  12. Ticket Unspammed

  13. Ticket Trashed

  14. Ticket Untrashed

  15. Ticket Archived

  16. Ticket Unarchived

How do I delete a Web Hook?

The permission to delete webhooks is restricted to the admins in the system. While logged in as an admin from your ticketing page:

  1. Click on the Admin link in the top left corner of the main page

  2. Choose the Web Hooks tab from the left-side menu

  3. In the URLs text area, find the web hook that you want to delete, and remove it from the text area.

  4. Click on 'Update App'