Webhook Failure Handling in BoldDesk
Webhooks enable real-time data transfer from BoldDesk to external applications, automating workflows and integrations. However, failures can occur due to network issues, invalid endpoints, or authentication errors. This guide explains:
- Common causes of webhook failures
- Impact on integrations
- Best practices for monitoring, retrying, and ensuring reliable delivery
1. Webhook Timeout
- Each webhook request waits 10 seconds for a response from the endpoint URL.
- If no response is received within 10 seconds:
- The system retries up to 5 times.
- Retries occur with exponential backoff.
Key Term: Webhook Timeout = 10-second response window before retry.
2. Webhook Retry Mechanism
- Maximum 5 retry attempts per webhook request.
- Exponential backoff delays between retries:
- Minimum delay: 30 seconds
- Maximum delay: 10 minutes
Example: If the first retry fails, the next attempt waits longer before re-sending.
3. Automatic Webhook Deactivation
- If a webhook fails 20 consecutive times:
- It is deactivated automatically.
- An error log is generated.
- A failure notification email is sent to the account owner.
Sample Email Notification:
Due to repeated delivery failures, the webhook {WebhookName} has been temporarily deactivated.
Please verify the destination URL and resolve errors listed here:
{WebhookFailureLogURL}
After fixing the errors, reactivate the webhook from the Inactive tab.
Steps to Resolve Webhook Deactivation
- Verify the destination URL is operational.
- Review Webhook Failure Logs.
- Fix errors in the destination URL.
- Re-enable the webhook in BoldDesk.
4. Webhook Failure Logs
Failure logs provide detailed error information for troubleshooting.
How to Access Logs:
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Navigate to Admin → Audit Logs.
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Select Webhook Failure Logs.
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Click View for detailed error entries.
5. Sending Webhook Failure Notifications to Specific Agents
By default, failure or deactivation notifications are sent only to Account Owners.
To assign notifications to specific agents:
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Go to Admin → Agent.
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Select the agent.
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Click Edit Agent.
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Change role to Account Owner.
Explore Editing the Roles & Permission for an Agent.
Frequently Asked Questions (FAQs)
Q1: How many times will BoldDesk retry a failed webhook?
A: Up to 5 times with exponential backoff.
Q2: What happens after 20 consecutive failures?
A: The webhook is deactivated, and an email notification is sent.
Q3: Can I customize who receives failure notifications?
A: Yes, by assigning the Account Owner role to the desired agent.
