Webhook Events with Ticket Triggers

Log new tickets, status changes, reopens, and direct replies in support workflows.

Last updated 3 months ago

This guide covers information on webhook events and ticket category triggers.

Ticket category triggers descriptions

Ticket category triggers	Description
Client closed ticket	Client closed the support ticket
Inactive ticket notification for staff	Notification sent to staff about inactive tickets
Lead opened new ticket	New ticket created by lead/unregistered client
Staff closed ticket	Staff closes a support ticket
Staff take ticket	Staff member claims ownership of an open ticket
Ticket closed	Ticket is marked as closed in the system
Ticket reopened	Closed ticket is reopened by any party
Update ticket	Update/change made to ticket metadata
Client opened new ticket	Client creates a new support ticket
Scheduled ticket reopened	Ticket is reopened by a scheduled process
Staff opened new ticket	Staff initiates a new support ticket
Ticket client replied	Client posts a response to an existing ticket
Ticket in progress	Status set to in-progress
Ticket waiting response	Waiting/reply required from client

Description: For monitoring all sources of new ticket creation.

Description: For automation after all possible ticket close actions.

Description: For tracking ownership and active handling.

Description: For updates that restore or require further attention.

Description: To automate escalation or reminders for staff on idle tickets.

Description: For tracking updates and all replies by clients.