Webhook

Webhooks are a powerful feature that enables you to stay up-to-date with every ticket event within Qiscus Helpdesk. By setting up webhooks, you can ensure that your system remains informed in real-time, enhancing your team's ability to respond quickly and efficiently to customer inquiries.

A. What Are Webhooks?

Webhooks are automated messages sent from Qiscus Helpdesk to a specified URL whenever certain events occur. These messages contain data about the event, allowing you to integrate Qiscus Helpdesk with other systems and services seamlessly.

B. Benefits of Using Webhooks

1. Real-Time Notifications: With webhooks, you can receive immediate notifications about significant events such as the creation of new tickets, updates to existing tickets, or new replies from customers. This allows you to stay informed and respond promptly to customer needs.
2. Streamlined Workflow: By automating notifications for key events, webhooks help streamline your workflow. This reduces the need for manual checks and ensures that your team is always aware of the latest ticket updates.

C. Setting Up Webhooks

To set up webhooks in Qiscus Helpdesk, follow these steps:

1. Access Webhook Settings: Navigate to the webhook settings page in your Qiscus Helpdesk Settings menu.

2. Create a New Webhook: Click on the "Create Webhook" button.

3. Select Events to Monitor: Choose the specific events you want to monitor with this webhook. Options include:

   • Ticket creation
   • Ticket updates
   • Customer replies

4. Configure the Webhook Details: Define the webhook name, description, and add the endpoint URL where the webhook will send data. You can send a test webhook to see the payload structure that will be sent to the endpoint URL. You can also add up to 5 header keys and values.

5. Save and Activate: Save your webhook configuration, and it will be activated automatically. Your system will now start receiving real-time notifications for the selected events.

D. Managing Webhooks

Qiscus Helpdesk provides a dedicated page for managing webhooks. Here, tenant owners or admins can:

1. View Created Webhooks: See a list of all created webhooks, along with their status (activated or deactivated).
2. Enable/Disable Webhooks: Easily toggle the status of any webhook to enable or disable it as needed.
3. Delete Webhooks: Remove any webhook that is no longer needed, ensuring your webhook list remains organized and relevant.

E. Example Payloads

Here are some example payloads for different webhook events:

1. Ticket Created

{

  "event": "ticket_created",

  "unique_id": "a6fc594e-002e-4d57-ab75-79d576748bd5",

  "id": 97605,

  "sequential_id": 17,

  "title": "New Ticket sample",

  "body": "This is body for new ticket",

  "channel": "whatsapp",

  "status": "recent",

  "priority": "medium",

  "tags": [],

  "custom_field": [

    {

      "kind": "text_field",

      "name": "Product Category",

      "value": "Fried rice"

    }

  ],

  "requester": {

    "name": "Evan Purnama",

    "email": "hello-helpdesk@qiscus.com"

  },

  "assignee": {

    "name": "Qiscus Agent",

    "email": "hello-agent@qiscus.com"

  },

  "created_at": "2023-09-05 03:35:53 UTC"

}

2. Ticket Updated

{

  "event": "ticket_updated",

  "unique_id": "8c22fe95-1d5e-475c-be50-4232e5a468cb",

  "title": "Ticket Resolved 245307380",

  "body": "Resolve by Ibid Sera Stagging with room id 245307380",

  "channel": "Email",

  "status": "New",

  "priority": "low",

  "tags": [],

  "division": "General",

  "custom_field": [],

  "requester": {

    "name": "nova",

    "email": "nova@mail.com"

  },

  "assignee": {

    "name": "Agent 1",

    "email": "lhoqabpl@spam4.me"

  },

  "created_at": "2024-07-29 03:50:18 UTC"

}

3. New Post

{

  "event": "ticket_created",

  "unique_id": "a6fc594e-002e-4d57-ab75-79d576748bd5",

  "title": "New Ticket sample",

  "body": "This is body for new ticket",

  "channel": "whatsapp",

  "status": "recent",

  "priority": "medium",

  "tags": [],

  "custom_field": [

    {

      "kind": "text_field",

      "name": "Product Category",

      "value": "Fried rice"

    }

  ],

  "requester": {

    "name": "Evan Purnama",

    "email": "hello-helpdesk@qiscus.com"

  },

  "assignee": null,

  "created_at": "2023-09-05 03:35:53 UTC"

}

F. Use Cases for Webhooks

• Integrating with External Systems: Use webhooks to integrate Qiscus Helpdesk with CRM systems, project management tools, or other third-party applications.
• Automated Reporting: Set up webhooks to trigger automated reports or analytics whenever a ticket is updated or resolved.
• Custom Notifications: Create custom notifications or alerts for your team based on specific ticket events, ensuring that important updates are never missed.

By utilizing webhooks, you can significantly enhance your Qiscus Helpdesk experience, improving responsiveness and collaboration within your team.