A webhook in BoldDesk is triggered when an action occurs in a selected module. Each module supports a specific set of events. When creating a webhook, select the required module(s) and event(s) so BoldDesk can determine when to send webhook requests to the configured endpoint.

Supported Webhook Modules and Events

Webhook Headers

System and custom headers are sent along with webhook data to the specified webhook endpoints.

Alternatively, when creating a webhook, you have the option to include your custom headers.

System Headers

By default, the headers listed below are sent with each webhook request.

Custom Headers

Custom headers are used to send additional information to the destination URL.
Follow the given steps to add a custom header:

1. Enter the key and value of the header and click Add to add it to the header record.
2. To remove the header, click the Delete.
   
   
   
   
   

Webhook Payload

The data from the selected module are sent as a webhook payload.
Ways to send the webhook payload include:

• Default Payload
• Advanced Payload

Default Payload

This option automatically sends a default payload template to a webhook, which varies depending on the events.

You can send all of them or only the required data by selecting the following options:

• Include all fields in the payload (Optional)
  When this option is enabled, all data are sent in the payload.

• Payload (Required)
  The selected data are sent in the payload.
  

  
  
  

Advanced Payload

This option allows you to customize and configure a specific payload to a webhook endpoint.

Sample Payload

{
"priorityId": 2,
"requesterEmailId": "[email protected]",
"brandId": 1,
"isVisibleInCustomerPortal": {{ticket.IsVisibleInCustomerPortal}},
"subject": {{ticket.Subject}},
"description": {{ticket.Description}},
"tag": "created-by-webhook"
}

Frequently Asked Questions

1. Do webhooks trigger for every module in BoldDesk?
No. Webhooks trigger only for modules and events that are supported and selected when the webhook is created.

2. Why do Ticket “Property Updated” webhooks trigger so often?
The Ticket → Property Updated event triggers when any ticket fields change, including spam status changes, soft delete, and restore actions.

3. Does BoldDesk include a signature header for webhook verification?
Yes. BoldDesk sends an x-signature header with each webhook request (example value shown in the system headers table).

4. Can I add my own authentication header to webhook requests?
Yes. Use custom headers to add destination-specific headers (for example, an API key header) in addition to BoldDesk system headers.

5. What is the difference between Default Payload and Advanced Payload?
Default Payload uses an event-based template with selectable fields. Advanced Payload allows a custom payload definition.

6. Can an Activity webhook trigger when a ticket is forwarded?
Yes. Activity → Created triggers when a forward activity is created from tickets.

Related Articles

1. Webhook Failure Handling in BoldDesk
2. How to Create and Manage Webhooks in BoldDesk Tickets