Webhook

Webhooks are a way to integrate Zammad with other web services or applications, allowing them to subscribe to live updates about tickets instead of having to poll the Zammad server every n minutes. You can find the webhook configuration in Zammad’s settings under Manage > Webhooks.

Hint

• Webhooks may not arrive immediately. They 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.

• Webhooks have to be triggered by Triggers or Scheduler jobs.

How do Webhooks Work

Under the hood, Zammad sends a request to a third-party URL (“API endpoint”) you specify in the webhook configuration. The application server behind this URL/endpoint must be configured to receive messages from Zammad and handle the provided payload accordingly.

Webhooks can be created both from scratch and from pre-defined templates. When created from scratch, regular webhook payloads by default contain the following JSON data about new/updated tickets:

• Ticket attributes/metadata

• Associated article(s)

• Associated users (e.g. article senders, owners, etc.)

• Associated user roles

• Associated user organizations (if applicable)

• Associated groups

On the other hand, pre-defined webhooks are designed to work with specific services, containing special payloads that these services understand. In both cases, however, it is possible to further customize the webhook payload to your own needs.

Learn more

• Adding Webhooks
• Webhook Payload
• Webhook Logs and Troubleshooting
• Webhook Examples