Register external webhook

App Platform
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1

I know you can manually set up external webhook calls in Freshdesk automations but is it possible to call an API endpoint to register an external webhook that is associated with a product event ie. a ticket update?

3

Is this about a Freshworks app sending out webhooks to an external API based on events that occur in Freshworks? Or an external API sending webhook to a Freshworks app?

6

Hi Kaustav,

The second one. An external app would register its webhook with Freshdesk which would be called when Freshdesk product events happens i.e. ticket update.

7

Hi Rob,

AFAIK, it is possible with Freshdesk Automations.
Go to: Admin > Automations > Ticket updates
Click on New Rule and set your fields.

Under Perform these actions , select the Trigger Webhook option and register the endpoint.
Also, please check this solution articles for more information on this.

8

Hi Teja,

Thanks for the reply. I want to be able to do this via the API. I know this is possible but I want to do it without creating an automation that would be visible to users.

9

Sure @RobAtOpinyin ,
You can do the same using the Automation API. But, the automation rule will still be visible in the Ticket Updates section of the Automations.

curl -v -u yourapikey:X -H "Content-Type: application/json" -X POST -d '{ "name": "Send email to group", "position": 1, "active": true, "performer": { "type": 1, "members": [ 2043103097215 ] }, "events": [ { "field_name": "responder_id", "from": "--", "to": 2043103097215 } ], "conditions": [ { "name": "condition_set_1", "match_type": "all", "properties": [ { "field_name": "responder_id", "resource_type": "ticket", "operator": "in", "value": [ "" ] } ] } ], "actions": [ { "field_name":"trigger_webhook", "url": "https://www.endpointexample.com", "request_type": "GET" } ] }' 'https://domain.freshdesk.com/api/v2/automations/4/rules'

Please try this with appropriate values and feel free to remove anything not essential.
Also explore the Automations API documentation for creating an automation rule: Freshdesk

10

Hi Teja,

Thanks for that. There is no way of hiding the automation rule from users?

11

If you are comfortable creating a custom Freshdesk App you can accomoplish your use case that way, see documentation here: Product Events

Alternatively, depending on what the external application runs on you could use something like the Event Bridge App for AWS if your external app runs on that: https://www.freshworks.com/apps/freshdesk/amazon_eventbridge

1 Like
12

Thanks Thomas. I wanted to avoid writing a custom app if possible but its another possibility.

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