Table of Contents

Webhooks

Niamh Ferns Updated by Niamh Ferns

Webhooks Overview

Webhooks are a powerful tool that help to extend you tie into events in your DeskDirector instance and are best used in automations. You can subscribe to webhooks programmatically or can use them with low/no-code platforms like Zapier or Microsoft Power Automate. You can also use services like PostBin to test a webhook's payload.

Here are some of common scenarios where you may want to use webhooks:

  • Notify technicians in Microsoft Teams or Slack once a ticket is updated
  • Notify technicians in Microsoft Teams or Slack when a user has requested chat
  • Achieve multi-tier approval when tickets get marked with Approval Required
  • Send emails to users with form entries included in the email, formatted with detailed information from the ticket/chat request

How to Use Webhooks

You can manage your webhooks via the Admin portal under Advanced > Webhook. There will be a slider just beside the "Webhook" header to enable or disable webhooks that you've set up.

These function similar to the Webhook checkboxes in Advanced > Developer Corner > Advanced Features > Webhook.

Once on the Webhook page, you will four tabs.

Registered Webhooks

This tab shows the current active webhooks for your site and allows you to create new webhooks. It lists the webhook description alongside the webhook receiver URL and the ticket/chat event it is assigned to. You can display the full webhook receiver URL and secret by clicking the "Display detail" button.

If needed, you can delete a webhook or regenerate a secret for it as well.

Here are two working examples of how to create a ticket and chat webhook
1. Webhook Example with Zapier
2. Subscribing to Chat Webhooks
Deleted Webhooks

This tab lists recent webhooks that have been removed from your instance. Webhooks can be deleted manually from the "Registered Webhooks" tab or by script. 

Webhook Security

This tab explains how security is done and handled for webhooks to make sure your webhook request authenticates with DeskDirector.

Payload Sample

This tab will show a sample schema payload when handling webhooks for events. This comes handy when trying to integrate with other platforms like Zapier or Microsoft Power Automate as they will require/expect a JSON schema.

Chat Session Example Payload

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