Inbox Tickets Webhook

Owned by SUPPORT
Last updated: Sept 14, 2024
2 min read

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

{ "event":"TicketCreated", "ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c" }

  • When a ticket reply is received

{ "event":"TicketFromUserReply", "ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c", "messageId":"ef0eee2d-5912-4016-bcec-3a173f83e6a1" }

  • When an agent replied

{ "event":"TicketAgentReply", "ticketId":"ebcb7b53-6636-4c6b-8023-4a61d6df694c", "messageId":"29b33c87-0487-405f-b993-03ded2dc0319" }

  • When the assignee of a ticket has changed

  • When the status of a ticket has changed

  • When a ticket is moved to recycle bin

Add Inbox Tickets webhooks

  1. Login to your CloudCX Control Panel.

  2. Click Apps&Intergrations.

  3. Go to the Webhooks card and click Settings.

a782ab84-f8b2-4acc-8185-c9a3f73137f3.png

  1. Click create Inbox Tickets webhook.

568a1850-541c-40e0-9302-707cc0b6559f.png

  1. You can add conditions to your webhook and choose which channels or accounts to subscribe to. Conditions include meet tall, meet any, and logical expressions:

  • If you select “use logic expression” to set routing rules, please note：

  • If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the rule will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier

  • The parentheses must come in pairs and be written as half-width.

  • Or, And are not case sensitive. Space should be added before and after.

  • The precedence of logical operators in order from highest to lowest is: (), And, Or.

  • The number used in the expression must exist in the identifier number list.

If you don't add any conditions, you'll be subscribed to all Inbox channels by default.

  1. Choose the Event type and provide the URL to which the event data will be sent.

  2. Click Save.