Worklog Webhooks in BoldDesk allow administrators to automatically capture worklog events from Tickets and Activities as soon as they occur. These webhooks send structured worklog data from BoldDesk in real time, enabling accurate tracking of time spent, billable work, and agent activity across the help desk.

This article explains how to configure Worklog Webhooks, understand supported payload options, apply conditions, and troubleshoot common issues—all using native BoldDesk UI paths and terminology.

Supported Worklog Events

Worklog Webhooks are triggered when a worklog is:

• Created
• Updated

These events occur within:

• Tickets
• Activities

Use Cases for Worklog Webhooks

Common BoldDesk Use Cases

• Capture real-time ticket effort for internal reporting systems
• Track billable work performed by agents
• Analyze time spent per ticket or activity
• Monitor agent workload without manual exports
• Synchronize worklog data between BoldDesk modules

Setting-Up Worklog Webhooks

A worklog webhook can be triggered based on worklog events in the tickets and activities modules. To learn more about worklog events captured by webhook, explore Webhook Payloads, Headers, and Event.

Worklog Payload

When creating a webhook, there are two payload options available:

1. Default - Sends the worklog fields in a predefined structure.

2. Advanced - Allows for customization of the payload structure, which is often framed in JSON format.
   

   
   
   

To learn more about webhook creation and its features, explore How to Create and Manage Webhooks in BoldDesk Tickets.

Worklog fields that are available to choose from the default and advanced options are as follows:

Trigger Worklog Webhook Conditionally

Sample Payload

Default Option

When all fields are included, the payload sent for a Created event might resemble the below,

{
  "eventModule": "WorkLog",
  "eventType": "WorkLogCreated",
  "eventTime": "2024-01-11T09:18:40.5534259Z",
  "orgId": 1,
  "orgName": "Phoenix Solutions",
  "payload": {
    "id": 1011,
    "workLogDate": "2024-01-11T09:18:40.5534259Z",
    "timeSpent": 60,
    "ticketId": 10119,
    "moduleId": 1,
    "lastModifiedOn": "2024-01-11T09:18:40.5534259Z",
    "lastModifiedBy": {
      "userId": 132,
      "emailId": "[email protected]"
    },
    "description": "<p><span style=\"background-color: unset; color: var(--color-sf-text-primary); text-align: inherit;\">Work done:</span></p><p><span style=\"background-color: unset; color: var(--color-sf-text-primary); text-align: inherit;\">Collaborated with the development team to plan new features for our flagship product. </span></p><p><span style=\"background-color: unset; color: var(--color-sf-text-primary); text-align: inherit;\">Conducted thorough code reviews, resolved merge conflicts, and optimized database queries for improved performance.</span></p>",
    "createdOn": "2024-01-11T09:18:40.5534259Z",
    "createdBy": {
      "userId": 132,
      "emailId": "[email protected]"
    },
    "brand": {
      "id": 2,
      "name": "Flagship-Product"
    },
    "isBillable": true,
    "activityId": null
  }
}

Advanced Option

The Custom Payload text area available under the advanced option lets you input your customized payload and insert preferred worklog data from the placeholder section. This section appears when you click on Insert Placeholders.

Troubleshooting Worklog Webhooks

Some fields are null in the webhook payload

• If activityId is null, verify whether the worklog event originated from the Tickets module (expected null).
• If ticketId or brand is null, verify whether the worklog event originated from the Activities module (expected null).

Time calculations look incorrect in the receiving system

• timeSpent is sent in minutes. Confirm that the receiving endpoint does not assume hours or seconds.

Timestamps look shifted

• Worklog webhook date/time fields are sent in UTC. Confirm that the receiving endpoint converts UTC to the required local timezone.

Frequently Asked Questions

1. What is the difference between the Default payload option and the Advanced payload option?
   The Default payload option sends worklog fields in a predefined structure. The Advanced payload option lets an admin define a custom payload format (commonly JSON) and insert worklog values using placeholders such as {{worklog.Id}} and {{worklog.TimeSpent}}.

2. Which modules can trigger a worklog webhook?
   Worklog webhooks can be triggered by worklog events from the Tickets module and the Activities module.

3. Why is activityId sometimes null in the payload?
   activityId has a value only when the worklog event occurs in the Activities module. When the worklog event occurs in the Tickets module, activityId is null.

4. Why are ticketId and brand sometimes null in the payload?
   ticketId and brand have values only when the worklog event occurs in the Tickets module. When the worklog event occurs in the Activities module, ticketId and brand are null.

5. What unit does the timeSpent field use?
   timeSpent is represented in minutes.

6. What timezone do the worklog webhook date/time fields use?
   All date and time fields in the worklog webhook payload are sent in UTC.

7. Where can an admin find the list of worklog webhook events and the common event envelope fields?
   See Webhook Payloads, Headers, and Event for the event list and shared webhook envelope details (headers, event names, and overall structure).

Related Articles

1. Webhook Security
2. Webhook Payloads, Headers, and Event
3. Webhook Failure Handling in BoldDesk