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.
   
2. Only open webhooks that are publicly accessible and do not require authentication are supported. NotifyURL with payloads in webhooks are not supported.
   
3. 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

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.

• Related Articles

• Setting up Time Tracking

  Time management is essential, more so in the context of delivering quality customer service to your end users. When a ticket is received, the customer in question would want it to get resolved at the earliest time possible. Similarly, as a support ...

• Setting up your Email Channel

  Emails are the most widely used mode of communication for your customers to submit tickets to your Zoho Desk. The emails received from your customers are converted into tickets and assigned a unique ticket ID. All you need to do is to forward the ...

• Setting business hours and holidays

  Organizations that cater to customers from different countries or have employees from around the world operate in regional offices typically adhere to multi-group working hours. This allows them to do business overseas and mark their global presence ...

• Setting Feeds Preference in Zoho Desk

  Feeds allow you to share your views and discuss matters with team members to speed up the customer support process. Additionally, Feeds will also provide updates about important customers and tickets that you follow. However, if you think your Feeds ...

• Setting Feeds Preference in Zoho Desk

  Feeds allow you to share your views and discuss matters with team members to speed up the customer support process. Additionally, Feeds will also provide updates about important customers and tickets that you follow. However, if you think your Feeds ...