Understanding Webhook Events in Faveo

  • Mani Vaid

Below are examples to demonstrate  how the webhook flow works in the Faveo system:

1. Ticket creation: This webhook is activated when a ticket is generated within Faveo.

This JSON represents form values related to creating a ticket in the Faveo system.

Event: “ticket_created”

  • ticket: Details about the ticket
  • creator_id: ID of the ticket creator
  • user_id: ID of the associated user
  • help_topic_id: Help topic identifier
  • dept_id: Department identifier
  • SLA: Service Level Agreement status
  • location_id: Location identifier
  • priority_id: Priority level
  • type: Ticket type
  • source: Source of ticket creation
  • status: Ticket status
  • updated_at, created_at: Timestamps
  • id: Ticket’s unique identifier
  • ticket_number: Unique reference number
  • thread_count: Number of comments
  • attachment_count: Number of attachments
  • poster: Entity creating the ticket
  • encrypted_id: Encrypted ticket ID
  • strictly_thread_count: Number of threaded comments
  • requester: Details of the user who requested the ticket
  • id: User’s ID
  • first_name, last_name, email, user_name: Personal information
  • full_name: Full name
  • meta_name: Formatted name and email
  • email_verified, mobile_verified: Verification status for email and mobile number

In summary, this JSON represents the creation of a ticket including details about the ticket itself and information about the user who requested it.

2. Ticket commented: This indicates an event related to a ticket, specifically a comment being made on a ticket.

This appears to be a JSON representation of form values related to a ticketing system. 

Event: ticket_commented

  • replied_by: This section contains information about the user who commented
  •  id: The unique identifier of the user.
  • first_name, last_name, email, user_name: Basic personal information of the user.
  • full_name: The full name of the user.
  • meta_name: Possibly a formatted version of the name and email.
  • email_verified, mobile_verified: Flags indicating if the user’s email and mobile number are verified respectively.
  • thread: This section contains detailed information about the comment itself
  • id: Unique identifier for the thread/comment.
  • ticket_id: Identifier of the ticket this thread belongs to.
  • user_id: Identifier of the user who posted the thread.
  • poster: Indicates who posted the thread (e.g., “client” in this case).
  • reply_rating, rating_count: Information related to any ratings given to this thread.
  • is_internal: Flag indicating if this comment is internal or not.
  • title, body: Title and body of the comment.
  • created_at, updated_at: Timestamps for when the thread was created and last updated.
  • ticket: Further details about the ticket associated with this thread.
  • ticket_number: Unique identifier for the ticket.
  • dept_id, priority_id: Department and priority identifiers for the ticket.
  • status: Status of the ticket.
  • created_at, updated_at: Timestamps for when the ticket was created and last updated.
  • And various other ticket-related fields.
  • department_due_track: This section seems to contain information about departmental tracking related to the ticket, including when it was started.

In summary, this JSON represents a user’s comment on a ticket along with detailed information about the ticket itself and departmental tracking related to it.

3. Ticket Reply: This webhook is triggered when an agent/admin creates a new ticket thread (reply).

This data represents an event where a reply has been made to a ticket within the Faveo system. Let’s break down the information provided:

Event: “ticket_reply”

Replied By:

  • ID: 1
  • First Name: Demo
  • Last Name: admin
  • Email: demoadmin5@gmail.com
  • User Name: demoadmin
  • Full Name: Demo admin
  • Meta Name: Demo admin demoadmin5@gmail.com
  • Email Verified: 0 (not verified)
  • Mobile Verified: 0 (not verified)

Thread:

  • ID: 529
  • Ticket ID: 306
  • User ID: 1
  • Thread Type: First Reply
  • Poster: Support
  • Reply Rating: 0
  • Rating Count: 0
  • Is Internal: 0
  • Title: No Subject
  • Body: <p>reply</p>
  • Created At: 2024-05-07T11:17:11.000000Z
  • Updated At: 2024-05-07T11:17:11.000000Z
  • Response Time: 1

Ticket:

  • ID: 306
  • Number: HDSK-AAAA-0122
  • User ID: 21
  • Department ID: 1
  • Priority ID: 1
  • Status: 1
  • Created At: 2024-05-07T11:15:58.000000Z
  • Updated At: 2024-05-07T11:17:10.000000Z

User:

  • ID: 1
  • User Name: demoadmin
  • First Name: Demo
  • Last Name: admin
  • Email: demoadmin5@gmail.com
  • [Additional user information]

This event signifies a reply to a ticket, providing information about the replier, the content of the reply, and related ticket details.

4. Ticket status updates: When a ticket’s status changes, this webhook is triggered.

This data represents an event where the status of a ticket has been updated.


Event: “ticket_status_updated”   

Ticket:

  • ID: 306
  • Ticket Number: HDSK-AAAA-0122
  • User ID: 21
  • Department ID: 1
  • Priority ID: 1
  • SLA: 1
  • Help Topic ID: 1
  • Status: 3 (Closed)
  • Rating: 0
  • Rating Reply: 0
  • Flags: 0
  • IP Address: 0
  • Assigned To: 1
  • Lock By: 0
  • Source: 1
  • Is Overdue: 0
  • Reopened: 0
  • Is Answered: 1
  • HTML: 0
  • Is Deleted: 0
  • Closed: 1
  • Is Transferred: 0
  • Transferred At: 0000-00-00 00:00:00
  • Closed At: 2024-05-07T11:24:29.000000Z
  • First Response Time: 2024-05-07T11:17:11.000000Z
  • Created At: 2024-05-07T11:15:58.000000Z
  • Updated At: 2024-05-07T11:24:29.000000Z
  • Resolution Time: 9
  • Is Response SLA: 1
  • Is Resolution SLA: 1
  • Type: 0
  • Location ID: 0
  • Creator ID: 1
  • Is Manual Due Date: 0
  • Average Response Time: 1
  • Thread Count: 2
  • Attachment Count: 0
  • Poster: Support
  • Encrypted ID: [Encrypted ID]
  • Strictly Thread Count: 2

Statuses: Details about the status:

  • Name: Closed
  • Message: Ticket has been Closed by {!!$user!!}
  • Created At: 2024-05-03T05:39:50.000000Z
  • Updated At: 2024-05-03T05:40:46.000000Z
  • Visibility for Client: 1
  • Allow Client: 1
  • Visibility for Agent: 1
  • Purpose of Status: 2

Send Email: Details about email notification

  • Halt SLA: 1
  • Order: 3
  • Icon: fas fa-minus-circle
  • Icon Color: #5cb85c
  • Default: 1
  • Send SMS: 0
  • Comment: 0
  • Under Deletion: 0
  • Rating Auto Request: 0
  • Type: Details about the type of status

Department Due Track: Details of department tracking:

  • ID: 306
  • Ticket ID: 306
  • Department ID: 1
  • Started At: 2024-05-07 11:15:58
  • Ended At: 2024-05-07 11:24:29
  • Created At: 2024-05-07T11:15:58.000000Z
  • Updated At: 2024-05-07T11:24:29.000000Z

The data also provides additional details about the ticket update event, including the ticket’s current status, timestamps, and associated data. A value of 0 indicates that certain attributes or properties of the ticket have not been set or have a specific state.

5. Ticket due date: When the admin or agent updates or changes the due date associated with a ticket.

This JSON format appears to represent an update to the due date of a ticket in a ticketing system.

Event: ticket_due_date_updated

Thread: Contains detailed information about the ticket itself, including the update to the due date:

  • id: Unique identifier for the ticket.
  • ticket_number: The ticket’s unique identification number.
  • user_id: Identifier of the user associated with the ticket.
  • dept_id: Department identifier for the ticket.
  • priority_id: Priority level identifier for the ticket.
  • SLA: Service Level Agreement for the ticket.
  • help_topic_id: Identifier for the help topic associated with the ticket.
  • status: Current status of the ticket.
  • assigned_to: Identifier of the user or team to whom the ticket is assigned.
  • locked_by: Identifier of the user who locked the ticket (if any).
  • source: Source of the ticket creation.
  • due_date: The updated due date for the ticket.
  • created_at, updated_at: Timestamps for when the ticket was created and last updated.
  • response_due_by: The due date for a response to the ticket.
  • resolution_due_by: The due date for the resolution of the ticket.
  • statuses: Detailed information about the status of the ticket, including its name, message, and visibility settings.
  • department_due_track: Information about departmental tracking related to the ticket, including when it was started.

In summary, this JSON snippet provides detailed information about a ticket in a ticketing system, particularly focusing on an update to its due date, along with associated metadata and departmental tracking details.

6. Ticket assigned to an agent: This webhook is triggered when a ticket is assigned to an agent.

The provided data outlines a ticket-assigned event within a system.

Event: “ticket_assigned”

Ticket Information:

  • ID: 30
  • Number: HDSK-AAAA-0029
  • User ID: 17
  • Department ID: 1
  • Priority ID: 2
  • SLA: 1
  • Help Topic ID: 1
  • Status: 1
  • Assigned To: 6
  • Creation Time: 2024-05-03T10:37:45.000000Z
  • Update Time: 2024-05-03T10:47:28.000000Z
  • Thread Count: 1
  • Attachment Count: 0
  • Poster: Client

Assigned Agent Information:

  • ID: 6
  • Username: agent1
  • Full Name: agent1
  • Email: agent1@gmail.com
  • Role: Agent
  • Profile Picture: [Link provided]

Creator Information:

  • ID: 1
  • Username: demoadmin
  • Full Name: manik zitshi
  • Email: demoadmin5@gmail.com
  • Role: Admin
  • Profile Picture: [Link provided]

Requester Information:

  • ID: 17
  • Username: asif1@gmail.com
  • Full Name: Mohd Asif
  • Email: asif1@gmail.com
  • Role: User
  • Profile Picture: [Link provided]
  • Priority: Normal
  • Department: Support
  • SLA Plan: Default
  • Source: Web
  • Help Topic: Support Query
  • Status: Open

This data reflects the assignment of ticket number HDSK-AAAA-0029 to agent1 by Mohd Asif, with creation and update timestamps provided.

7. Ticket owner updates: This data indicates an event where the owner of a ticket has been updated. Here’s an explanation of the information provided.

Event: “ticket_owner_updated”

Thread:

  • ID: 306
  • User ID: 16
  • Updated At: 2024-05-07T11:30:28.000000Z
  • Thread Count: 2
  • Attachment Count: 0
  • Poster: Support
  • Encrypted ID: [Encrypted ID]
  • Strictly Thread Count: 2

Department Due Track: Details of department tracking:

  • ID: 306
  • Ticket ID: 306
  • Department ID: 1
  • Started At: 2024-05-07 11:15:58
  • Ended At: 2024-05-07 11:24:29
  • Created At: 2024-05-07T11:15:58.000000Z
  • Updated At: 2024-05-07T11:24:29.000000Z
  • ID: 307
  • Ticket ID: 306
  • Department ID: 1
  • Started At: 2024-05-07 11:27:11
  • Created At: 2024-05-07T11:27:11.000000Z
  • Updated At: 2024-05-07T11:27:11.000000Z

In summary, this event signifies a change in ownership of a ticket, with associated thread details and department tracking information capturing the timing and context of the event. 

For more information about webhooks, click here