Setting up Webhooks - Zoho Desk Knowledgebase

Setting up Webhooks

Webhooks are one way that apps can send automated messages or information to other apps. They facilitate communication with third-party applications by sending instant web notifications every time an event occurs in Zoho Desk. All you need to do is register a URL that we will notify anytime an event happens in your help desk. 

Here are some of the situations when you'll want to create a webhook:
  1. After closing a ticket, you can push the time spent information to an accounting software where you can generate an invoice.
  2. Add requestors to the mailing list in email marketing software to whom you can send seasonal mailers later.
  3. Trigger text messages to field service agents about customer appointments, location details, and other service-specific events. It is akin to how your bank sends you a text message when you make a new purchase.

Feature Availability and Limits
Please check the availability and limits of webhooks for your Zoho Desk edition below:

Editions
Availability
Limits
 Free
 Not Available
 --
 Standard
 Not Available
 -- 
 Professional
 Available
 5 Active
 Enterprise
 Available
 10 Active

Note:
  1. Webhooks are org-based, and you can only have a maximum of 20 webhooks (incl. active and inactive) at any point in time.

Supported Modules and Events

Modules are the subsets of information that you see in your Zoho Desk. You can subscribe to listen to some of the module-specific events so that you can trigger updates in other third-party applications. The modules and their respective events are listed below:


Modules
Module-specific Events
 Tickets
 Add

Update specific fields with previous value

Update specific fields without previous value

 Update with previous value

 Update without previous value

 Delete

 Incoming threads

 Outgoing threads

 All threads

 Add comment

 Update comment

 Add attachment

 Update attachment


 Contacts
 Add

 Update with previous value

 Update without previous value

 Delete


 Accounts
 Add

 Update with previous value

 Update without previous value
 
 Delete


 Departments
 Add

 Update with previous value

 Update without previous value


 Agents
 Add

 Update with previous value

 Update without previous value

 Delete


 Tasks
 Add

 Update with previous value

 Update without previous value


 Time Entry
 Add

 Update with previous value

 Update without previous value

 Delete

For the Update specific fields with previous value and Update specific fields without previous value events in the Tickets module, we can choose upto five fields only.

Creating Webhooks
You can create webhooks for the modules and their events listed above.
To create a webhook:
  1. Click the Setup icon (  ) on the top bar.
    Note: Only agents with Webhooks permission in their profile can create webhooks.
  2. Under Developer Space, click Webhooks.
  3. On the Webhooks List page, click Add your First Webhook or New Webhook.
  4. On the New Webhook page, do the following:
    1. Enter the webhook's name in the Name field
    2. Enter the REST API URL of the third-party application in the URL to notify field
    3. Add a description for the webhook
    4. Specify the source ID to be used by the listener when performing other API related actions in Zoho Desk. Learn more
      Note: The source ID should be entered in the UUID format
    5. Under Choose Event, select the module, event and the department details
      You can click the (
      + ) icon to add and subscribe to multiple events
  5. Click Test Run to check whether the URL entered is valid by posting a sample payload to it.
  6. Click Save.
Zoho Desk will now make an HTTP POST to the endpoint URL whenever the chosen events are triggered. You can, at any time, click the Edit ) or Delete ) icon corresponding to the webhook to make changes or delete it, respectively. You can also turn OFF the toggle corresponding to it to deactivate the webhook.

Important:
  1. Special characters are not allowed in the Name, URL to notify, and Description fields.
  2. You cannot retrieve data from other third-party apps to Zoho Desk using webhooks.

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