General

Milind Ighe — Mon, 18 Dec 2023 09:39:32 +0000

Overview

SupportCandy Webhooks allow you to send ticket and system data to an external URL when specific actions occur in SupportCandy.
A webhook sends an outgoing HTTP request to the configured Delivery URL when a selected trigger event occurs. You can use webhooks to connect SupportCandy with external applications, automation tools, and other services.
Common trigger events include creating a ticket, changing a ticket status, assigning a ticket, closing a ticket, and replying to a ticket.

Creating a New Webhook

Go to Support → Settings → Webhooks.
Click Add New.
Enter a Webhook Name.
Enter the Delivery URL where webhook requests should be sent.
Select the trigger events that should activate the webhook.
Generate the webhook secret.
Save the webhook configuration.

Webhook Settings

Webhook Name
Enter a descriptive name to identify the webhook.

Delivery URL
Enter the URL where SupportCandy sends the webhook request when a selected trigger occurs.

Triggers
Select the events that should trigger the webhook.
For example, you can configure a webhook to run when a ticket is created, assigned, closed, or replied to.

Secret Key
The secret key is used to generate a signature for the webhook payload. This allows the receiving application to verify that the webhook request was sent from your SupportCandy site.

Authenticate a Webhook Request

SupportCandy includes a signature in the webhook request headers when a secret is configured.
The signature is provided in the following HTTP header:

X-WPSC-Webhook-Signature

The value is a Base64-encoded HMAC-SHA256 hash of the webhook payload.

On your receiving server, generate the same hash using the webhook payload and the secret configured in SupportCandy. Compare the generated signature with the value received in the X-WPSC-Webhook-Signature header.

If both signatures match, you can treat the webhook request as authentic.

PHP Example

$yourHashSig = base64_encode(
    hash_hmac(
        'sha256',
        $webhook_payload,
        wp_specialchars_decode($secret, ENT_QUOTES),
        true
    )
);

Use the same secret configured for the webhook when generating the signature.

Compare $yourHashSig with the value received in the X-WPSC-Webhook-Signature HTTP header to validate the webhook request.

Triggers and logs

Milind Ighe — Mon, 18 Dec 2023 10:01:54 +0000

Available Triggers

Create Ticket
This trigger is activated when a new support ticket is created.

Change Status
This trigger is activated when the status of a support ticket is changed.

Change Assignee
This trigger is activated when the assignee of a support ticket is changed.

Close Ticket
This trigger is activated when a support ticket is closed.

Reply to Ticket
This trigger is activated when a reply is added to a support ticket.

Submit Private Note
This trigger is activated when an agent submits private in a ticket.

Change Ticket Subject
This trigger is activated when the subject of the support ticket gets changed.

Change Ticket Category
This trigger is activated when the category of the support ticket gets changed.

Change Ticket Priority
This trigger is activated when the priority of the support ticket gets changed.

Change Ticket fields
This trigger is activated when any custom field of the support ticket gets changed.

Change Agentonly Fields
This trigger is activated when the Agentonly of the support ticket gets changed.

Out of SLA
This trigger is activated when the SLA of the support ticket gets out of the given time interval

Webhook Logs

Viewing Logs
View detailed logs of webhook requests and responses in the SupportCandy plugin.

Webhook – SupportCandy