Ticket Events

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

Events

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

Webhook Payload Examples

ticket-created

{
  "event_id": "whev_3m6449nwcz8dqdyg",
  "event_type": "ticket-created",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "6a9037eb-ac47-4fd8-841f-81ea3da72e97",
      "title": "I require support",
      "is_open": false,
      "object": "ticket",
      "created_at": 1674742110,
      "updated_at": 1674742995,
      "customer": {
        "id": "a38f68fb-23f8-409d-93d4-86386a0e6441",
        "name": "John",
        "email": "[email protected]"
      },
      "teammate_id": null,
      "replies": [
        {
          "id": "6eb89ace-a01e-4f31-899c-1577fc82e7b0",
          "text": "Hey there I need support",
          "is_customer_reply": true,
          "created_at": 1674741746
        }
      ],
      "domain_id": "69a9049e-044f-4d55-8164-2200a0bbc8fd",
      "language": "en"
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}

ticket-updated

{
  "event_id": "whev_8p5j6qm6c4vkn965",
  "event_type": "ticket-updated",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "6a9037eb-ac47-4fd8-841f-81ea3da72e97",
      "title": "I require support",
      "is_open": false,
      "object": "ticket",
      "created_at": 1674742110,
      "updated_at": 1674742995,
      "customer": {
        "id": "a38f68fb-23f8-409d-93d4-86386a0e6441",
        "name": "John",
        "email": "[email protected]"
      },
      "teammate_id": null,
      "replies": [
        {
          "id": "cdf04174-25ad-434a-b7be-7f8b613f91e5",
          "text": "When is my product going to be been shipped",
          "is_customer_reply": true,
          "created_at": 1674742110
        },
        {
          "id": "6eb89ace-a01e-4f31-899c-1577fc82e7b0",
          "text": "Hey there I need support",
          "is_customer_reply": true,
          "created_at": 1674741746
        }
      ],
      "domain_id": "69a9049e-044f-4d55-8164-2200a0bbc8fd",
      "language": "en"
    },
    "reply": {
      "id": "cdf04174-25ad-434a-b7be-7f8b613f91e5",
      "text": "When is my product going to be been shipped",
      "is_customer_reply": true,
      "created_at": 1674742110
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}

ticket-resolved

{
  "event_id": "whev_nemekzwc2xdyv4p",
  "event_type": "ticket-resolved",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "6a9037eb-ac47-4fd8-841f-81ea3da72e97",
      "title": "I require support",
      "is_open": false,
      "object": "ticket",
      "created_at": 1674742110,
      "updated_at": 1674742995,
      "customer": {
        "id": "a38f68fb-23f8-409d-93d4-86386a0e6441",
        "name": "John",
        "email": "[email protected]"
      },
      "teammate_id": null,
      "replies": [
        {
          "id": "6eb89ace-a01e-4f31-899c-1577fc82e7b0",
          "text": "Hey there I need support",
          "is_customer_reply": true,
          "created_at": 1674741746
        }
      ],
      "domain_id": "69a9049e-044f-4d55-8164-2200a0bbc8fd",
      "language": "en"
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}

ticket-assigned

{
  "event_id": "whev_j7drnvp4s6pj4qv4",
  "event_type": "ticket-assigned",
  "api_version": 2,
  "object": "event",
  "data": {
    "ticket": {
      "id": "b3f86095-a889-4fc5-a95d-e3bfdb04b692",
      "title": "I require support",
      "is_open": true,
      "object": "ticket",
      "created_at": 1674741746,
      "updated_at": 1674743158,
      "customer": {
        "id": "a38f68fb-23f8-409d-93d4-86386a0e6441",
        "name": "John",
        "email": "[email protected]"
      },
      "teammate_id": "2889d7a0-7748-47c3-8cc5-b69d53098131",
      "replies": [
        {
          "id": "6eb89ace-a01e-4f31-899c-1577fc82e7b0",
          "text": "Hey there I need support",
          "is_customer_reply": true,
          "created_at": 1674741746
        }
      ],
      "domain_id": "69a9049e-044f-4d55-8164-2200a0bbc8fd",
      "language": "en"
    }
  },
  "endpoint_id": "9ab698f5-99de-4ff6-8bfc-a7dcb973d177"
}