Webhook Events with Ticket Message Triggers
Track posts, edits, and deletions of messages in ticket conversations.
Last updated 3 months ago
This guide covers information on webhook events and ticket message category triggers.
Ticket message category triggers descriptions
Webhook ticket message event triggers
Client message actions
Client posted ticket message
Client updated ticket message
Client deleted ticket message
Description: For tracking all client-driven activity on ticket messages.
Staff message actions
Staff replied to ticket
Staff update ticket reply
Staff wrote internal note on ticket
Staff updated internal note on ticket
Description: For all staff replies and internal-only note activities.
Private/Internal message actions
User posted private ticket message to lead
User deleted private ticket message
Description: For messages visible to internal or lead account users only.
Deletion and edits
User deleted ticket message
Staff update ticket reply
Client updated ticket message
Description: For any deletion or editing of messages, regardless of user role.
Lead message actions
Lead posted ticket message
Description: For keeping audit trail when leads interact through ticketing.