Webhooks — External Integrations
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Webhooks allow you to automatically send HTTP POST notifications to external systems (ERP, CRM, Slack, Microsoft Teams) when events occur in the helpdesk. When something happens — new ticket, status change, comment — the system sends a JSON message to your configured URL.
Accessing Webhooks
In the admin panel, go to Integrations → Webhooks. This section is available only for brands with the *API Access
- module enabled.
Creating a Webhook
Click *+ New Webhook
- and fill in:
- *URL
- — HTTPS endpoint of your system that will receive notifications
- *Description
- — optional note (e.g. "ERP integration", "Slack notifications")
- *Events
- — select which events should trigger the webhook
Available Events (HelpDesk)
| Event | When triggered |
|---|---|
| *Ticket Created | |
| * | New ticket in the system (manual, email) |
| *Status Changed | |
| * | Ticket status change (open → in progress → resolved) |
| *Ticket Assigned | |
| * | Ticket assigned to an agent |
| *Ticket Resolved | |
| * | Ticket marked as resolved |
| *New Comment | |
| * | Public comment added (not internal notes) |
| *SLA Escalation | |
| * | SLA limit exceeded (warning, breach, critical) |
Signing Secret
Each webhook has an auto-generated signing secret. Your system can use it to verify that the request actually came from WLP portal.
The signature is sent in the X-Webhook-Signature header as sha256=.
Delivery and Retries
- Webhooks are sent asynchronously
- Failed deliveries are retried *up to 3 times
- (10s, 60s, 5min)
- Delivery logs are available on the webhook edit page
*Tip:
- Use webhook.site to test your webhooks.
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