What happens if you want to inform a third-party system about some new information in Zammad? No problem: our webhooks allow you to do that! Webhooks are an easy and safe way to exchange data from Zammad with an external system.

What are webhooks?

In a nutshell, they are an easy way for systems to communicate with each other and allow you to send real-time data to any other application.

Broken down, the process looks like this:

Graphic showing the principle of webhooks

Webhooks have been available in Zammad since version 3.6.

Here's how it works

  • Create a trigger in the admin interface with a destination URL and a signature token (optional)
  • Configure a trigger that defines when it should start
  • The target server has now received all ticket, article, group, and user data in JSON format
  • The integrity of the data can be verified with an HMAC signature in the header
Screenshot of the creation of a new webhook trigger in Zammad

In more detail

Under the hood, Zammad sends a POST request to a third-party URL (“API endpoint”) you specify in the New Webhook dialog and select it in the New Trigger dialog. The application server behind this URL/endpoint must be configured to receive messages from Zammad and handle the attached data accordingly.

Screenshot of the creation of a new webhook in Zammad

Webhook requests from Zammad contain the following JSON data about new/incoming tickets:

  • ticket attributes/metadata
  • all associated articles
  • associated users (e.g., article senders, owners, etc.)
  • associated user roles
  • associated user organizations (if applicable)
  • associated groups

You can find more information in our Admin documentation.

This feature is based on a contribution by our community member DukeX! 💛

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