SupportCandy - Webhooks

Support teams often copy ticket details by hand into a CRM, a chat app or an internal dashboard. That takes time and details get missed. SupportCandy – Webhooks removes that step. When something happens in a ticket, such as creation, a status change or an agent assignment, the plugin sends an HTTP request to the URL you set up, and the receiving tool gets the update right away.

You decide which events trigger a request, so the notifications match how your team works. Events include ticket replies, private notes, category and priority changes, and SLA breaches. Setting up webhook URLs and choosing triggers is meant to be simple, even for people who are not developers. It fits support portals of different sizes, including setups with more than one portal.

Features

• Real-time ticket notifications: Outbound requests go out as support events occur, such as ticket creation, status changes and agent assignments, so connected tools stay current without manual updates.
• Customizable webhook triggers: Choose which events send an outbound HTTP request, so each notification fits your own support workflow and nothing irrelevant is sent.
• Wide event coverage: Track ticket replies, private notes, category changes, priority changes and SLA breaches, giving a broad view of what is happening across your support activity.
• Connects to external platforms: Send ticket data to CRM software, chat apps, monitoring tools or internal dashboards by pointing the webhook at the URL each service provides.
• Out of SLA alerts: Get notified when tickets risk or breach their service level agreements, so your team can act on them in time.
• Less manual status tracking: Automated updates cut down on repeated manual entry, leaving agents more time to resolve issues instead of tracking status changes.
• Simple setup and management: Configuring webhook URLs and selecting event triggers is straightforward, which suits non-technical users who manage the help desk.
• Fits single or multiple portals: The webhook functions work for a single support site and for setups that run several support portals.

Best for

• SupportCandy users who want ticket data sent to other apps
• Support teams syncing tickets with a CRM or chat tool
• Teams that need alerts when tickets breach their SLA