Webhooks allow you to automate and integrate Comm100 Ticketing & Messaging with external systems by sending real-time notifications when specific events occur.

A webhook is a mechanism for receiving event notifications from Comm100. When an event happens (such as a ticket being created or updated), Comm100 sends an HTTP POST request containing the event data in JSON format to a URL you specify (http:// or https://).

• Use webhooks to automatically send ticket information to third-party systems across all channels.
• Event data includes details such as ticket status, assignee changes, replies, and more.
• For security, it is recommended to use HTTPS URLs to protect your data.

Ticketing & Messaging Events for Webhooks

You can configure webhooks as a trigger action for the following Ticketing & Messaging events. When a configured event occurs, Comm100 sends the related ticket data to the specified URL. 

• When a ticket is created
• When a ticket reply is received
• When an agent replied
• When the assignee of a ticket has changed
• When the status of a ticket has changed
• When a ticket status hasn’t changed for a specific time period
• When a ticket is updated
• When a ticket is moved to recycle bin

To learn more on configuring webhook as trigger action, see this article.