Webhooks¶

Webhooks are a way to integrate Zammad with other web services or applications, allowing them to subscribe to live updates about new tickets instead of having to poll the Zammad server every n minutes.

Bemerkung

⌛ Webhooks may not arrive immediately.

Webhooks are sent out with the same priority and order as email triggers. If webhook dispatch fails (e.g., because the receiving server is misconfigured), Zammad will retry up to four times.

How does it work?¶

Under the hood, Zammad sends a POST request to a third-party URL (“API endpoint”) you specify in the New Trigger dialog. The application server behind this URL/endpoint must be configured to receive messages from Zammad and handle the attached data accordingly.

Webhook requests from Zammad contain the following JSON data about new/incoming tickets:

ticket attributes/metadata
all associated articles
associated users (e.g., article senders, owners, etc.)
associated user roles
associated user organizations (if applicable)
associated groups

Request headers¶

Zammad sends the following headers in each webhook POST request:

`X-Zammad-Trigger`:
`User-Agent`:	`"Zammad User Agent"`
	The name of the originating trigger
`X-Zammad-Delivery`:
	A unique, random ID string
`X-Hub-Signature`:
	The SHA-1 hash of your HMAC-SHA1 signature token (assuming you provided one when creating your trigger)

JSON payload (example)¶

{
  "ticket": {
    "article_count": 1,
    "article_ids": [
      104
    ],
    "create_article_sender": "Customer",
    "create_article_sender_id": 2,
    "create_article_type": "phone",
    "create_article_type_id": 5,
    "created_at": "2020-11-13T14:34:35.282Z",
    "created_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "created_by_id": 3,
    "customer": {
      "active": true,
      "address": "Bennelong Point\nSydney NSW 2000",
      "created_at": "2020-11-13T12:57:48.779Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "emily@example.com",
      "firstname": "Emily",
      "id": 8,
      "image": "99ba64a89f7783c099c304c9b00ff9e8",
      "lastname": "Adams",
      "login": "emily@example.com",
      "note": "did order café au lait, ask next time if the flavor was as expected",
      "organization": "Awesome Customer Inc.",
      "organization_id": 3,
      "out_of_office": false,
      "phone": "0061 2 1234 7777",
      "role_ids": [
        3
      ],
      "roles": [
        "Customer"
      ],
      "updated_at": "2020-11-13T14:34:37.366Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "customer_id": 8,
    "group": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.498Z",
      "created_by": "-",
      "created_by_id": 1,
      "follow_up_assignment": true,
      "follow_up_possible": "yes",
      "id": 3,
      "name": "Service Desk",
      "updated_at": "2020-11-13T12:57:48.044Z",
      "updated_by": "-",
      "updated_by_id": 1,
      "user_ids": [
        3,
        4,
        5
      ],
      "users": [
        "chris@chrispresso.com",
        "jacob@chrispresso.com",
        "emma@chrispresso.com"
      ]
    },
    "group_id": 3,
    "id": 81,
    "last_contact_at": "2020-11-13T14:34:35.318Z",
    "last_contact_customer_at": "2020-11-13T14:34:35.318Z",
    "number": "10081",
    "organization": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.524Z",
      "created_by": "-",
      "created_by_id": 1,
      "domain_assignment": false,
      "id": 3,
      "member_ids": [
        8,
        6,
        7
      ],
      "members": [
        "emily@example.com",
        "anna@example.com",
        "samuel@example.com"
      ],
      "name": "Awesome Customer Inc.",
      "note": "Global distributor of communication and security products, electrical and electronic wire &amp; cable.",
      "shared": true,
      "updated_at": "2020-11-13T14:34:35.346Z",
      "updated_by": "-",
      "updated_by_id": 1
    },
    "organization_id": 3,
    "owner": {
      "active": true,
      "created_at": "2020-11-13T12:57:48.036Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "emma@chrispresso.com",
      "firstname": "Emma",
      "id": 5,
      "image": "b64fef91c29105b4a08a2a69be08eda3",
      "lastname": "Taylor",
      "login": "emma@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        2
      ],
      "roles": [
        "Agent"
      ],
      "updated_at": "2020-11-13T12:57:48.072Z",
      "updated_by": "-",
      "updated_by_id": 1,
      "verified": false,
      "vip": false,
    },
    "owner_id": 5,
    "priority": {
      "active": true,
      "created_at": "2020-11-13T12:54:02.238Z",
      "created_by": "-",
      "created_by_id": 1,
      "default_create": true,
      "id": 2,
      "name": "2 normal",
      "updated_at": "2020-11-13T12:54:02.238Z",
      "updated_by": "-",
      "updated_by_id": 1
    },
    "priority_id": 2,
    "state": "open",
    "state_id": 2,
    "ticket_time_accounting": [],
    "ticket_time_accounting_ids": [],
    "title": "Webhook-Test",
    "updated_at": "2020-11-13T14:34:35.333Z",
    "updated_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "updated_by_id": 3
  },
  "article": {
    "attachments": [
      {
        "id": 174,
        "filename": "image1.jpeg",
        "size": "35574",
        "preferences": {
          "Content-Type": "image/jpeg",
          "Mime-Type": "image/jpeg",
          "Content-ID": "81.969520479@zammad.example.com",
          "Content-Disposition": "inline",
          "resizable": true,
          "content_preview": true
        },
        "url": "https://zammad.example.com/api/v1/ticket_attachment/81/104/174"
      }
    ],
    "body": "This is a simple Webhook Test.<div><br></div><div>\n<img style=\"max-width:100%;width: 849px;max-width: 100%;\" src=\"/api/v1/ticket_attachment/81/104/174?view=inline\"><br>\n</div>",
    "content_type": "text/html",
    "created_at": "2020-11-13T14:34:35.318Z",
    "created_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "created_by_id": 3,
    "from": "Emily Adams <emily@example.com>",
    "id": 104,
    "internal": false,
    "origin_by": "emily@example.com",
    "origin_by_id": 8,
    "sender": "Customer",
    "sender_id": 2,
    "ticket_id": 81,
    "to": "Service Desk",
    "type": "phone",
    "type_id": 5,
    "updated_at": "2020-11-13T14:34:35.318Z",
    "updated_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "karma_user_ids": [],
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "updated_by_id": 3,
    "accounted_time": 0
  }
}

Bemerkung

For better readability, all empty and null values have been omitted from the sample payload above. That means the webhooks you receive will include additional fields not shown here.
Webhooks will also include fields for any relevant custom objects defined in your system.
Attachments are not included; links to attachments are (authentication required).
None of the following user attributes are included:
- last_login
- login_failed
- password
- preferences
- group_ids
- groups
- authorization_ids
- authorizations