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
Info Permission Required
Agents with Webhooks permission under Support Administrator permission profile can access this feature.
Check 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
Notes
Note:
  1. The source ID must be entered in the UUID format
  2. Webhooks are org-based, and you can have a maximum of 20 webhooks (including active and inactive) at any point in time.
  3. Only open webhooks that are publicly accessible and do not require authentication are supported. NotifyURL with payloads in webhooks are not supported.
  4. Webhooks created using an extension cannot be edited or deactivated within Zoho Desk; they can only be edited and deactivated in the extension itself.
  5. To read more on webhooks. 
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

Delete attachment

Approval add

Approval update with previous value

Approval update without previous value


 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

Delete


 Time Entry
 Add

 Update with previous value

 Update without previous value

 Delete


Articles
Add

Update with previous value

Update without previous value

Delete

Translation add

Translation update with previous value

Translation update without previous value

Translation delete

Feedback add


KB Category
Add

Update with previous value

Update without previous value

Delete


KB Section
Add

Update with previous value

Update without previous value

Delete

NotesFor 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
Webhooks can be created in Developer Space > Webhooks, or they can be created through extensions.
To create a webhook:
  1. Navigate to Setup > Developer Space > Webhooks
  2. On the Webhooks List page, click Add your First Webhook or New Webhook.
  3. On the New Webhook page, do the following:
    1. Enter the webhook's name in the Name field
    2. In the URL to Notify, enter the REST API URL of the third-party application. This will be the callback URL.
    3. Add a description for the webhook
    4. Specify the source ID in UUID format to be used by the listener when performing other API-related actions. Learn more.
    5. Under Choose Event, select the module, event, and department details
      You can click the (       + ) icon to add and subscribe to multiple events
  4. Click Test Run to check whether the URL entered is valid by posting a sample payload to it.
  5. Click Save.
​
Zoho Desk will make an HTTP POST to the endpoint URL whenever the chosen events are triggered.
Clicking on the MODULE-EVENT column will display the number of events in the specified webhook. Meanwhile, clicking on the events will pop up a small tab with an overview list of all the events in the webhook.

Users can use the Test Run, Edit or Delete corresponding to the webhook to run a sample test, make changes, or delete it, respectively. The webhook can be deactivated by toggling the active button. The toggle can also be turn ON back corresponding to it to activate the webhook again.

Filtering webhooks

Webhooks can be filtered to quickly locate a particular webhook without scrolling through the entire list.
Webhooks can be filtered using the following criteria:
  1. Modules - Select the module and tab to find the associated webhook.
  2. Events - Select the events that are configured to trigger. For example, Add, Delete, Update, or Add Comment.
  3. Status - Webhook status, such as:
    1. Select All - Show both active and inactive webhooks.
    2. Active - Display only the active webhooks.
    3. Inactive - Display all the disabled webhooks.
Alert
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.