Agency Ticket Events

A comprehensive list of events that can activate webhooks for agency (whitelabel) ticket changes, including creation, updates, assignments, and resolutions.

Events

Event	Description
`whitelabel-ticket-created`	Triggers when a ticket is created.
`whitelabel-ticket-updated`	Triggers when a new reply has been added to a ticket by the client or the agent.
`whitelabel-ticket-assigned`	Triggers when a ticket gets reassigned to another agent.
`whitelabel-ticket-resolved`	Triggers when a ticket gets resolved by the client or the agent.

Webhook Payload Examples

whitelabel-ticket-created

{
  "event_id": "whev_o48n74r1vsv642vex",
  "event_type": "whitelabel-ticket-created",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "fbaddbf8-e290-4fa4-a3ed-fbb4837dabe1",
      "title": "Help with Account",
      "is_open": true,
      "object": "ticket",
      "created_at": 1671472527,
      "updated_at": 1671472527,
      "client": {
        "id": "3463a4ee-5eba-45cd-9ef9-3f3a0f64329e",
        "name": "James Doe",
        "email": "[email protected]"
      },
      "teammate_id": null,
      "replies": [
        {
          "id": "5a09992e-1e49-4dac-a731-26af2aee10ae",
          "text": "The client is having issues with the billing settings.",
          "is_client_reply": false,
          "created_at": 1671472527,
          "assets": null
        },
        {
          "id": "39634217-9aa9-4a3c-8354-ef4bc2b9b08f",
          "text": "Thanks for contacting our support. An agent will be with you shortly.",
          "is_client_reply": false,
          "created_at": 1671472527,
          "assets": null
        }
      ],
      "category": "General Support",
      "subcategory": null,
      "language": "en"
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}

whitelabel-ticket-updated

{
  "event_id": "whev_o49pxqxd3bv642zyk",
  "event_type": "whitelabel-ticket-updated",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "fbaddbf8-e290-4fa4-a3ed-fbb4837dabe1",
      "title": "Help with Account",
      "is_open": true,
      "object": "ticket",
      "created_at": 1671472527,
      "updated_at": 1671474890,
      "client": {
        "id": "3463a4ee-5eba-45cd-9ef9-3f3a0f64329e",
        "name": "James Doe",
        "email": "[email protected]"
      },
      "teammate_id": null,
      "replies": [
        {
          "id": "5a09992e-1e49-4dac-a731-26af2aee10ae",
          "text": "The client is having issues with the billing settings.",
          "is_client_reply": false,
          "created_at": 1671472527,
          "assets": null
        },
        {
          "id": "39634217-9aa9-4a3c-8354-ef4bc2b9b08f",
          "text": "Thanks for contacting our support. An agent will be with you shortly.",
          "is_client_reply": false,
          "created_at": 1671472527,
          "assets": null
        },
        {
          "id": "335ec843-395a-422c-aa61-2adef10ecf1a",
          "text": "Your request is under investigation. We will provide an update as soon as possible.",
          "is_client_reply": false,
          "created_at": 1671474890,
          "assets": null
        }
      ],
      "category": "General Support",
      "subcategory": null,
      "language": "en"
    },
    "reply": {
      "id": "335ec843-395a-422c-aa61-2adef10ecf1a",
      "text": "Your request is under investigation. We will provide an update as soon as possible.",
      "is_client_reply": false,
      "created_at": 1671474890,
      "assets": null
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}

whitelabel-ticket-assigned

{
  "event_id": "whev_d8egm7pgoure9gz7g",
  "event_type": "whitelabel-ticket-assigned",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "46b1408f-190d-4ecc-8b65-302e4378497e",
      "title": "Help with Account",
      "is_open": true,
      "object": "ticket",
      "created_at": 1671461220,
      "updated_at": 1671477774,
      "client": {
        "id": "3463a4ee-5eba-45cd-9ef9-3f3a0f64329e",
        "name": "James Doe",
        "email": "[email protected]"
      },
      "teammate_id": "b3a1e4db-8d71-4f2e-8c14-1038bab6e3ac",
      "replies": [
        {
          "id": "3f090668-bd89-4582-a91d-960d4bf87d48",
          "text": "Help with Account",
          "is_client_reply": false,
          "created_at": 1671461220,
          "assets": null
        },
        {
          "id": "4bb4e3b0-7ca7-415e-8a17-c07ddc29a87f",
          "text": "Thanks for contacting our support. An agent will be with you shortly.",
          "is_client_reply": false,
          "created_at": 1671461220,
          "assets": null
        }
      ],
      "category": "General Support",
      "subcategory": null,
      "language": "en"
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}

whitelabel-ticket-resolved

{
  "event_id": "whev_ydxpy1n9whgqkxm3q",
  "event_type": "whitelabel-ticket-resolved",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "8dc1869d-0a0b-4c78-b40c-5b25bfa337eb",
      "title": "Help with Account",
      "is_open": false,
      "object": "ticket",
      "created_at": 1671462259,
      "updated_at": 1671476296,
      "client": {
        "id": "3463a4ee-5eba-45cd-9ef9-3f3a0f64329e",
        "name": "James Doe",
        "email": "[email protected]"
      },
      "teammate_id": null,
      "replies": [
        {
          "id": "e6618a50-c0b6-49e9-8565-7b42e2027392",
          "text": "The client is having issues with the billing settings.",
          "is_client_reply": false,
          "created_at": 1671462260,
          "assets": null
        },
        {
          "id": "7dbc6406-3f5d-4c1e-b3d6-88cbc464c8d7",
          "text": "Thanks for contacting our support. An agent will be with you shortly.",
          "is_client_reply": false,
          "created_at": 1671462260,
          "assets": null
        }
      ],
      "category": "General Support",
      "subcategory": null,
      "language": "en"
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}