By creating a webhook, the ticket fields can be sent as payload to an API or an HTTP request-catching application in real-time.

How does it work?

A ticket webhook can be triggered based on the events of the tickets.
For more detailed instructions, explore Webhook Payloads, Headers, and Event.

Configure the Ticket Payload

When creating a webhook, you have the option of sending the tickets’ data in two formats:

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

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

   
   
   

For more detailed instructions, explore How to Create and Manage Webhooks in BoldDesk Tickets.

Available ticket fields for selection

The available ticket fields under the default and advanced options are as follows:

Understand Last Message and Private Note Fields

The following webhook fields provide recent ticket-conversation context:

To retrieve the complete ticket conversation, use the dedicated ticket-conversation endpoints instead of relying on lastMessages or lastPrivateNotes.

• Use the public-messages endpoint to retrieve public replies.
• Use the ticket messages or internal-notes endpoint to retrieve private notes.
• Apply pagination where supported.

For more information, learn How to Retrieve the Full Ticket Conversation Using the BoldDesk API.

Trigger conditions for ticket webhooks

Ticket Webhook Payload Examples

Default option

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

{
   "eventModule": "Tickets",
   "eventType": "TicketCreated",
   "eventTime": "2024-07-22T07:28:43.9290352Z",
   "orgId": 6396,
   "orgName": "Syncfusion",
   "payload": {
       "watchersUserId": [],
       "watchersEmailId": [],
       "type": {
           "id": null,
           "name": null
       },
       "url": "https://{YourDomain}/agent/tickets/6",
       "ticketId": 6,
       "tagString": "",
       "tag": [],
       "subject": "Hello",
       "status": {
           "id": 2,
           "name": "Open"
       },
       "state": {
           "id": 1,
           "name": "Active"
       },
       "source": {
           "id": 3,
           "name": "Agent Portal"
       },
       "satisfactionSurveyResult": {
           "comment": null,
           "ratingPoint": null,
           "ratingCategory": null
       },
       "responseDue": null,
       "resolutionDue": null,
       "requester": {
           "userId": 1000,
           "displayName": "John A",
           "emailId": "[email protected]"
       },
       "priority": {
           "id": 2,
           "name": "Normal"
       },
       "lastPublicNotesText": "",
       "lastPublicNotesHtml": "",
       "lastPublicNotes": null,
       "lastPrivateNotesText": "",
       "lastPrivateNotesHtml": "",
       "lastPrivateNotes": null,
       "lastModifiedOn": "2024-07-22T07:27:56.98819Z",
       "lastModifiedBy": {
           "userId": 1000,
           "emailId": "[email protected]"
       },
       "lastMessagesText": "",
       "lastMessagesHtml": "",
       "lastMessages": null,
       "externalReferenceId": null,
       "emailReceivedAt": null,
       "descriptionText": "Hello\r\n\r\n",
       "description": "<p><span>Hello</span><br></p>",
       "isVisibleInCustomerPortal": true,
       "customerPortalUrl": "https://{YourDomain}",
       "createdOn": "2024-07-22T07:27:56.98819Z",
       "createdBy": {
           "userId": 1000,
           "emailId": "[email protected]"
       },
       "contactGroup": {
           "id": null,
           "name": null
       },
       "category": {
           "id": null,
           "name": null
       },
       "brand": {
           "id": 1,
           "name": "Syncfusion"
       },
       "agentPortalUrl": "https://{YourDomain}/agent",
       "group": {
           "id": null,
           "name": null
       },
       "agent": {
           "userId": 1000,
           "displayName": "John A",
           "emailId": "[email protected]"
       },
       "additionalNotificationsUserId": [],
       "additionalNotifications": []
   }
} 

Advanced option

The ‘Custom Payload’ text area under the ‘Advanced’ option lets you input your customized payload and insert the preferred ‘Tickets’ data from the ‘Placeholders’ section.
This section appears when you click Insert Placeholders.

Frequently Asked Questions

1. What is the difference between the Default and Advanced payload options?
   The Default option sends selected ticket fields using BoldDesk’s predefined payload structure. The Advanced option allows you to create a custom payload and insert the required ticket placeholders.

2. Can I include only selected ticket fields in the webhook payload?
   Yes. Select only the required fields when configuring the payload. Use the Advanced option when you need a custom payload structure.

3. What do LastMessages and LastPrivateNotes contain?
   LastMessages provides the recent public ticket-message information included in the webhook payload. LastPrivateNotes provides the recent private-note information included in the payload.
   These fields should not be treated as the complete ticket conversation history.

4. How can I retrieve the complete ticket conversation?
   Use the dedicated BoldDesk REST API endpoints for public messages and ticket messages instead of relying only on LastMessages or LastPrivateNotes.

5. What is the difference between the standard, HTML, and text message fields?

   Field Variant	Purpose
   LastMessages and LastPrivateNotes	Return the corresponding message or note data included in the payload.
   LastMessagesHtml and LastPrivateNotesHtml	Return the corresponding content in HTML format.
   LastMessagesText and LastPrivateNotesText	Return the corresponding content in plain-text format.

   Select the variant that matches the receiving application’s processing requirements.

6. Can I use custom ticket fields in a webhook payload?
   Yes. Add the required custom ticket fields to the webhook payload using the options available in the Default or Advanced configuration.

Related Articles

1. How to Create and Manage Webhooks in BoldDesk
2. Webhook Payloads, Headers, and Events
3. How to Retrieve the Full Ticket Conversation Using the BoldDesk API
4. BoldDesk API Documentation