Creating a webhook and attaching it to a trigger

Defining a webhook and calling it from a trigger. Two pieces, and the conditions on the trigger are the part to be careful with.

Defining a webhook and calling it from a trigger. Two pieces, and the conditions on the trigger are the part to be careful with.

Create the webhook

1. Open Admin Center, then Apps and integrations, then Webhooks.
2. Add a webhook and name it after what it tells and to whom.
3. Set the endpoint address and the request method.
4. Set the authentication the other system expects.
5. Test it from the setup screen.
6. Save.

Call it from a trigger

1. Create or edit a trigger.
2. Set conditions narrowly. See below.
3. Add the action that notifies the webhook.
4. Build the message body, using placeholders for the ticket data.
5. Test on one ticket before activating it.

Narrow the conditions

A webhook creates work in a system you do not control. Conditions that are slightly too wide mean hundreds of unwanted records over there, and cleaning that up is somebody else's afternoon.

Start with a test tag as a condition, prove it works, then widen deliberately.

The message body

Send what the other system needs and nothing more. A body containing the whole ticket including all comments sends customer conversations to another system, which is a data question as much as a technical one.

Authentication

Whatever the other system requires, configured on the webhook rather than in the trigger. That keeps credentials in one place and out of your business rules.

See also

• Testing a webhook and finding faults
• Actions in a trigger
• Testing a trigger without bothering customers