webhook is an HTTP request, triggered by an event in a source system and sent to a destination system, often with a payload of data. Webhooks are messages sent automatically by apps when anything happens. They have a message, or payload and are sent to a unique URL—essentially the app’s phone number or address.  Webhooks allow web applications to automatically communicate with other web apps.

Making Use of Webhooks
To get notified of occurrences(events) in the Faveo helpdesk, set up webhooks.

NOTE – Faveo does not trigger any internal events linked to the thread because the thread’s events initiate individually.

For example – When a ticket is assigned to an agent, a new ticket thread is created. Because these events are handled/triggered separately, such as “ticket assigned,” Faveo does not trigger any internal thread model events.

A step-by-step guide to configuring webhook in Faveo:

  • Logged in to the support portal as an Admin.
  • Navigate to the Admin Panel > Settings > Webhook.

  • When a ticket is updated, the ticket information is pushed to the URL using the POST method.
  • You can specify any URL as the event’s destination. This should, however, be a dedicated page on your server that is configured to receive webhook notifications. To save the information, click Submit.

Responding to a Webhook

To acknowledge receipt of a webhook, your endpoint should return a 2xx HTTP status code. All response codes outside of this range, including 3xx codes, indicate to Faveo that you did not receive the webhook. This means that a URL redirection or a “Not Modified” response will be considered a failure. Faveo will disregard any additional information returned in the request headers or request body.

Event Types

The following are the system events:

  1. Ticket created
  2. Ticket reply
  3. Ticket status updated
  4. Ticket department updated
  5. Ticket assigned

The following example demonstrates how the webhook flow works.

1. Ticket created:

When a ticket is created in Faveo, this webhook is triggered.

Payload:

event ticket_created
ticket {“creator_id”:”1″,”user_id”:”2″,”help_topic_id”:”1″,”dept_id”:”1″,”sla”:””,”location_id”:””,”priority_id”:”1″,”type”:””,”source”:”1″,”status”:”1″,”updated_at”:”2022-06-16 07:52:32″,”created_at”:”2022-06-16 07:52:32″,”id”:”10″,”ticket_number”:”HDSK-AAAA-0010″,”thread_count”:”0″,”attachment_count”:”0″,”poster”:””,”encrypted_id”:”eyJpdiI6IkVhSWxmVVNneHJMMHpBY1ExQlJyTGc9PSIsInZhbHVlIjoiYXFSR282aHJBQ2o0NTZ2eEZxSXlPQT09IiwibWFjIjoiZDAwZDYzMTkwMjRhYzY1ZGRiZjQxNjZkMDNjOWQ1OWU3MTM5Y2U5YmUwOTU4N2UyMzE2MjYwNDU1NDJkZTA3MiJ9″,”strictly_thread_count”:”0″}
requester {“id”:”2″,”first_name”:”Sheikh”,”last_name”:”Aasif”,”email”:”aasif335253@gmail.com”,”user_name”:”aasif335253@gmail.com”,”full_name”:”Sheikh Aasif”,”meta_name”:”Sheikh Aasif <aasif335253@gmail.com>”,”email_verified”:”0″,”mobile_verified”:”0″}

2. Ticket reply:

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

Payload:

event ticket_reply
replied_by {“id”:”1″,”first_name”:”Mohammad”,”last_name”:”Asif”,”email”:”mohammad.asif@ladybirdweb.com”,”user_name”:”Mohammad_Asif”,”full_name”:”Mohammad Asif”,”meta_name”:”Mohammad Asif <mohammad.asif@ladybirdweb.com>”,”email_verified”:”0″,”mobile_verified”:”0″}
thread {“ticket_id”:”10″,”user_id”:”1″,”poster”:”support”,”body”:”<p>reply</p>\n<blockquote>On June 16, 2022 01:22 pm <strong>Sheikh Aasif</strong> wrote :\n<figure>\n<p>ticket create</p>\n</figure>\n</blockquote>”,”response_time”:”21″,”is_internal”:”0″,”thread_type”:”first_reply”,”updated_at”:”2022-06-16 08:13:25″,”created_at”:”2022-06-16 08:13:25″,”id”:”22″,”ticket”:{“id”:”10″,”ticket_number”:”HDSK-AAAA-0010″,”user_id”:”2″,”dept_id”:”2″,”priority_id”:”1″,”sla”:”1″,”help_topic_id”:”1″,”status”:”9″,”rating”:”0″,”ratingreply”:”0″,”flags”:”0″,”ip_address”:”0″,”assigned_to”:”1″,”lock_by”:”0″,”source”:”1″,”isoverdue”:”0″,”reopened”:”0″,”isanswered”:”0″,”html”:”0″,”is_deleted”:”0″,”closed”:”0″,”is_transferred”:”0″,”transferred_at”:”0000-00-00 00:00:00″,”created_at”:”2022-06-16 07:52:32″,”updated_at”:”2022-06-16 08:13:25″,”type”:”0″,”location_id”:”0″,”creator_id”:”1″,”is_manual_duedate”:”0″,”resolution_due_by”:”2022-06-16 12:52:32″,”thread_count”:”2″,”attachment_count”:”0″,”poster”:”support”,”encrypted_id”:”eyJpdiI6InZpN0NoUW1Ob2VGcVVjelZuVDFUTWc9PSIsInZhbHVlIjoiU1QxM1gydVJsbFA0cEpKZTB0MlRZUT09IiwibWFjIjoiYjcyN2Y2Y2YwOWNiZGNkYmY2ZGEwNmZmZTQ3NjY5MWU1NTQyMzc4ZjczMTAyYzUzYzAxZTQ3NzIxOTdmOWMxMSJ9″,”strictly_thread_count”:”2″,”first_thread”:{“id”:”14″,”ticket_id”:”10″,”user_id”:”2″,”poster”:”client”,”reply_rating”:”0″,”rating_count”:”0″,”is_internal”:”0″,”title”:”creating a ticket”,”body”:”<p>ticket create</p>”,”format”:””,”ip_address”:””,”created_at”:”2022-06-16 07:52:32″,”updated_at”:”2022-06-16 07:52:32″}},”user”:{“id”:”1″,”user_name”:”Mohammad_Asif”,”first_name”:”Mohammad”,”last_name”:”Asif”,”email”:”mohammad.asif@ladybirdweb.com”,”active”:”1″,”is_delete”:”0″,”country_code”:””,”mobile”:””,”agent_sign”:””,”account_type”:””,”account_status”:””,”primary_dpt”:”1″,”agent_tzone”:”81″,”daylight_save”:””,”limit_access”:””,”directory_listing”:””,”vacation_mode”:””,”company”:””,”role”:”admin”,”profile_pic”:”https://secure.gravatar.com/avatar/941c192ece664c957da927fb44cdfb99?s=80&r=g&d=mm”,”created_at”:”2022-03-22 11:13:00″,”updated_at”:”2022-03-22 11:15:19″,”is_2fa_enabled”:”0″,”delete_account_requested”:”0″,”processing_account_disabling”:”0″,”notify_unrecognized_login”:”0″,”is_login”:”1″,”not_accept_ticket”:”0″,”phone_country_code”:””,”full_name”:”Mohammad Asif”,”meta_name”:”Mohammad Asif <mohammad.asif@ladybirdweb.com>”,”email_verified”:”1″,”mobile_verified”:”0″}}

3. Ticket status updated:

When a ticket’s status changes, this webhook is triggered.

Payload:

event ticket_status_updated
ticket {“id”:”9″,”ticket_number”:”HDSK-AAAA-0009″,”user_id”:”2″,”dept_id”:”1″,”priority_id”:”1″,”sla”:”1″,”help_topic_id”:”1″,”status”:”9″,”rating”:”0″,”ratingreply”:”0″,”flags”:”0″,”ip_address”:”0″,”lock_by”:”0″,”source”:”1″,”isoverdue”:”0″,”reopened”:”0″,”isanswered”:”0″,”html”:”0″,”is_deleted”:”0″,”closed”:”0″,”is_transferred”:”0″,”transferred_at”:”0000-00-00 00:00:00″,”duedate”:”2022-06-16 12:49:49″,”created_at”:”2022-06-16 07:49:49″,”updated_at”:”2022-06-16 07:56:56″,”type”:”0″,”location_id”:”0″,”creator_id”:”1″,”response_due_by”:”2022-06-16 12:49:49″,”is_manual_duedate”:”0″,”resolution_due_by”:”2022-06-16 12:49:49″,”thread_count”:”1″,”attachment_count”:”0″,”poster”:”client”,”encrypted_id”:”eyJpdiI6IkhrOHp0Y0dNUkw3cGp1K3NKU2R3WHc9PSIsInZhbHVlIjoiSTNOcHNkRUM3XC9RbUtqZmptc2xTcXc9PSIsIm1hYyI6ImVmOWYwYzhjODdmODdkZmEwODIxNDBmNjNiMWZmYWEwMGM1YzBkOTU5NDQ5NGI1YjFmMWE4NWNjNGRmZWVhZmIifQ==”,”strictly_thread_count”:”1″,”statuses”:{“id”:”1″,”name”:”Open”,”message”:”Ticket has been Reopened by {!!$user!!}”,”created_at”:”2022-03-22 11:13:00″,”updated_at”:”2022-03-22 11:13:00″,”visibility_for_client”:”1″,”allow_client”:”1″,”visibility_for_agent”:”1″,”purpose_of_status”:”1″,”send_email”:{“client”:”1″,”admin”:”0″,”assigned_agent_team”:”1″},”halt_sla”:”0″,”order”:”1″,”icon”:”fa fa-clock-o”,”icon_color”:”#32c777″,”default”:”1″,”send_sms”:”0″,”auto_close”:”1″,”comment”:”0″,”under_deletion”:”0″,”type”:{“id”:”1″,”name”:”open”,”created_at”:”2022-03-22 11:13:00″,”updated_at”:”2022-03-22 11:13:00″}},”first_thread”:{“id”:”13″,”ticket_id”:”9″,”user_id”:”2″,”poster”:”client”,”reply_rating”:”0″,”rating_count”:”0″,”is_internal”:”0″,”title”:”Unaccessable mails beyond the first page”,”body”:”<p>Test Mail1</p>”,”format”:””,”ip_address”:””,”created_at”:”2022-06-16 07:49:50″,”updated_at”:”2022-06-16 07:49:50″}}

4. Ticket department updated:

This webhook is triggered when the department of a ticket is updated/edited/changed.

Payload:

event ticket_department_updated
thread {“id”:”9″,”ticket_number”:”HDSK-AAAA-0009″,”user_id”:”2″,”dept_id”:”3″,”priority_id”:”1″,”sla”:”1″,”help_topic_id”:”1″,”status”:”9″,”rating”:”0″,”ratingreply”:”0″,”flags”:”0″,”ip_address”:”0″,”lock_by”:”0″,”source”:”1″,”isoverdue”:”0″,”reopened”:”0″,”isanswered”:”0″,”html”:”0″,”is_deleted”:”0″,”closed”:”0″,”is_transferred”:”0″,”transferred_at”:”0000-00-00 00:00:00″,”created_at”:”2022-06-16 07:49:49″,”updated_at”:”2022-06-16 08:00:38″,”type”:”0″,”location_id”:”0″,”creator_id”:”1″,”is_manual_duedate”:”0″,”resolution_due_by”:”2022-06-16 12:49:49″,”thread_count”:”1″,”attachment_count”:”0″,”poster”:”client”,”encrypted_id”:”eyJpdiI6ImJ5SXoxbklmOUpJdDZvajU4TTJaQWc9PSIsInZhbHVlIjoiZjZ3ODF2RThXWkRPWjYrdFg1WXY0QT09IiwibWFjIjoiYzE5MGE1YWZmMTNkY2Y1NGNhYWI2MWNkNmFiZTMzYTI3NzdhMTg1NDhlMzJmNzc3ZDI5ZWNiZGMwNTViYmQ1NyJ9″,”strictly_thread_count”:”1″,”statuses”:{“id”:”9″,”name”:”On hold”,”message”:”<p>On hold</p>”,”created_at”:”2022-06-16 07:56:15″,”updated_at”:”2022-06-16 07:56:15″,”visibility_for_client”:”1″,”allow_client”:”1″,”visibility_for_agent”:”0″,”purpose_of_status”:”1″,”halt_sla”:”1″,”order”:”12″,”icon”:”fas fa-bullseye”,”icon_color”:”#000000″,”send_sms”:”0″,”comment”:”1″,”under_deletion”:”0″,”type”:{“id”:”1″,”name”:”open”,”created_at”:”2022-03-22 11:13:00″,”updated_at”:”2022-03-22 11:13:00″}},”first_thread”:{“id”:”13″,”ticket_id”:”9″,”user_id”:”2″,”poster”:”client”,”reply_rating”:”0″,”rating_count”:”0″,”is_internal”:”0″,”title”:”Unaccessable mails beyond the first page”,”body”:”<p>Test Mail1</p>”,”format”:””,”ip_address”:””,”created_at”:”2022-06-16 07:49:50″,”updated_at”:”2022-06-16 07:49:50″}}

5. Ticket assigned:

This webhook is triggered when a ticket is assigned to an agent or a team.

Payload:

event ticket_assigned
ticket {“id”:”10″,”ticket_number”:”HDSK-AAAA-0010″,”user_id”:”2″,”dept_id”:”2″,”priority_id”:”1″,”sla”:”1″,”help_topic_id”:”1″,”status”:”9″,”rating”:”0″,”ratingreply”:”0″,”flags”:”0″,”ip_address”:”0″,”assigned_to”:”1″,”lock_by”:”0″,”source”:”1″,”isoverdue”:”0″,”reopened”:”0″,”isanswered”:”0″,”html”:”0″,”is_deleted”:”0″,”closed”:”0″,”is_transferred”:”0″,”transferred_at”:”0000-00-00 00:00:00″,”created_at”:”2022-06-16 07:52:32″,”updated_at”:”2022-06-16 08:05:20″,”type”:”0″,”location_id”:”0″,”creator_id”:”1″,”is_manual_duedate”:”0″,”resolution_due_by”:”2022-06-16 12:52:32″,”thread_count”:”1″,”attachment_count”:”0″,”poster”:”client”,”encrypted_id”:”eyJpdiI6IlwvQnRJN2R2ZndBZFdVazM0aEpaQ1JnPT0iLCJ2YWx1ZSI6InI1OXlEUmNUZjJ1MWNZTncra2ZmN2c9PSIsIm1hYyI6IjhkYTkxMGJhODU5MjQzNTFlMGNiZDkzYzkwNjFkZTA2YmQyZTI3NDY5NzdlZWY3ODQ2MGJjOGQ3N2RiNGIyNzQifQ==”,”strictly_thread_count”:”1″,”first_thread”:{“id”:”14″,”ticket_id”:”10″,”user_id”:”2″,”poster”:”client”,”reply_rating”:”0″,”rating_count”:”0″,”is_internal”:”0″,”title”:”creating a ticket”,”body”:”<p>ticket create</p>”,”format”:””,”ip_address”:””,”created_at”:”2022-06-16 07:52:32″,”updated_at”:”2022-06-16 07:52:32″}}

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