How to Create and Manage Webhooks in BoldDesk Tickets

Webhooks are user-defined HTTP callbacks that allow BoldDesk to send real-time data to external applications when specific events occur. They enable seamless integration with third-party APIs, automation platforms, and internal systems. When a ticket is created in BoldDesk, the ticket data is sent to a configured URL via an HTTP POST request.

Check out this video tutorial to learn more.

How to Create a Webhook

To create a webhook, follow these steps:

1. Go to Admin → Webhooks.

2. Click Add Webhook.

   

3. Fill in the following details:

   • Name & Description: Provide a clear identifier and purpose.

   • Module & Event: Choose the module (e.g., Tickets) and the event (e.g., Ticket Created).

   • Webhook Endpoint: Enter the target URL to receive data.

   • Request Type: Select from POST, PUT, PATCH, or DELETE based on the target API.

     

   • Authentication (optional): Enable to verify the sender.

   • Signing (optional): Enable to verify payload integrity.

   • Condition (optional): Define conditions for triggering the webhook.

   • Payload: Select the module data to include in the webhook.

4. Click Add to save the webhook.

How to Edit a Webhook

To update the existing webhook, follow the given steps:

1. Go to Admin → Webhooks.
2. Locate the webhook in the list.
3. Click the Edit icon.
4. Update the necessary fields.
5. Click Save.
   
   
   
   
   

Deleting a Webhook

If a webhook is no longer used, you can delete it from the webhook list page. To delete a webhook, follow the given steps:

1. Click Admin → Webhooks.

2. Find the webhook on the webhook list page.

3. Click the Kebab icon (⁝) and select Delete.

4. Click the Yes, Delete button in the confirmation dialog to delete the webhook.

   
   

Deactivating a Webhook

If you don’t want to delete the webhook permanently or want to stop the webhook temporarily, you can deactivate the webhook from the active list.

To deactivate the webhook, follow the given steps:

1. Click Admin → Webhooks.

2. Select the Active tab on the webhook list page.

3. Find the webhook to deactivate.

4. Click the Kebab icon (⁝) and select Deactivate.

   

Activating a Webhook

You can activate a webhook that is deactivated from the inactive list.

To activate the webhook, follow these steps:

1. Click Admin → Webhooks.

2. Select the Inactive tab on the webhook list page.

3. Find the webhook to activate.

4. Click the Kebab icon (⁝) and select Activate.

   

How to Add Multiple Webhooks to a Single Brand

When a single Brand must send events to multiple destinations, create one webhook per destination and apply a Condition (Optional) on each webhook to scope it to that brand and the intended event pattern—so each webhook fires only for that brand. Manage creation and lifecycle in Admin → Webhooks (use Add Webhook to create; use the Active/Inactive tabs to enable, pause, or retire endpoints). To update an existing webhook, click its Edit (pencil) icon on the list and add the brand‑scoped Condition.

Use the following procedure when a single brand must deliver events to multiple destinations:

1. Go to Admin → Webhooks, then click Add Webhook or click the edit (pencil) icon to modify an existing webhook.

   

2. Scroll to Condition (Optional) and set the dropdowns to:
   Brand → Is → <Your Brand>

   

3. After you’ve filled the other necessary/required sections, click Add or Update if you’re editing an existing webhook.

For the selected brand to deliver events to multiple destinations, perform steps 1–3 for each webhook you want to assign to this brand. Create/edit one webhook per destination and ensure the Brand condition is set on every webhook.

Plan‑Based Limits & Multibrand Availability

• Enterprise plan allows up to 10 webhooks per organization (not per brand).
• Momentum plan allows up to 5 webhooks per organization.
• Scale plan allows up to 5 webhooks per organization.
• Multi‑brand Help Desk is available only on the Enterprise plan; if you need multiple brands and per‑brand routing, ensure you’re on Enterprise plan.

Frequently Asked Questions (FAQs)

Q1: What is the purpose of a webhook in BoldDesk?
To send real-time data to external systems when specific events occur.

Q2: Can I use different HTTP methods for webhooks?
Yes. You can choose from POST, PUT, PATCH, or DELETE.

Q3: What happens if a webhook fails?
Failures are logged in the Webhook Failure Logs under Audit Logs.

Q4: Can I conditionally trigger a webhook?
Yes. You can define conditions that must be met for the webhook to fire.

Q5: Can I trigger a webhook based on a ticket’s custom field?
Yes, you can trigger a webhook based on a ticket’s custom field in BoldDesk.

Related Articles

• Webhook Payloads, Headers, and Event
• Webhook Failure Handling in BoldDesk