Helpdesk webhook

A helpdesk webhook is an HTTP callback that creates a real-time connection between your support platform and an external system — typically your own backend, a CRM, or a payment processor.

Webhooks work in two directions: the helpdesk can send data out (e.g., notify your backend when a ticket is resolved), or it can receive data in (e.g., pull customer plan and order data when a chat opens).

Outgoing webhooks

An outgoing webhook fires when something happens inside the helpdesk. Common uses:

• →Notify your backend when a ticket is created, resolved, or reassigned
• →Send a Slack message when a new ticket comes in from a high-value customer
• →Log ticket events to your analytics platform for reporting
• →Trigger a refund flow in your payment system when an agent marks an issue as resolved

Incoming webhooks (data enrichment)

An incoming webhook lets the helpdesk call your backend when a ticket opens, and display the returned data in the agent view. This is how you give support agents full customer context without switching tabs:

• →Customer plan and subscription status
• →Order history and recent transactions
• →Account age, region, and custom segments
• →Payment status and any open disputes

Security: HMAC signing

A secure webhook implementation uses HMAC signing — the helpdesk signs every request with a shared secret key. Your backend verifies the signature before processing the payload. This prevents spoofed webhook calls from reaching your systems.

Always verify HMAC signatures on incoming webhook payloads. Never process a webhook request without signature validation in production.