Webhooks enable you to extend the capabilities of CloudCX Inbox Tickets. It is a tool to receive notifications from CloudCX when a trigger happens on a Inbox Tickets event. It allows you to register an http:// or https:// URL where the event data can be stored in JSON format. For example, you can use webhook as trigger action to send the ticket info to a 3rd party system in all channels.
Event Example Data Sent to Your Server
When ticket is created
| Code Block |
|---|
{
"event":"TicketCreated",
"ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c"
} |
When a ticket reply is received
| Code Block |
|---|
{
"event":"TicketFromUserReply",
"ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c",
"messageId":"ef0eee2d-5912-4016-bcec-3a173f83e6a1"
} |
When an agent replied
| Code Block |
|---|
{
"event":"TicketAgentReply",
"ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c",
"messageId":"29b33c87-0487-405f-b993-03ded2dc0319"
} |
When the assignee of a ticket has changed
| Code Block |
|---|
{
"event":"TicketAssigneeChanged",
"ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c",
"fromAgentId":null,
"toAgentId":"67cb1332-6e0a-480c-b675-bd73cf0d597d"
} |
When the status of a ticket has changed
| Code Block |
|---|
{
"event":"TicketStatusChanged",
"ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c",
"beforeTicketStatus":"PendingExternal",
"afterTicketStatus":"Resolved"
} |
When a ticket is moved to recycle bin
| Code Block |
|---|
{
"event":"TicketMoveToRecycleBin",
"ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c"
} |
Add Inbox Tickets webhooks
...
| Info |
|---|
If you don't add any conditions, you'll be subscribed to all Inbox channels by default. |
Choose the Event type and provide the URL to which the event data will be sent.
Click Save.