Webhook Events Reference

All webhook event types with example payloads.

Event Categories

Ticket Events

  • ticket.created - New ticket created
  • ticket.updated - Ticket fields changed
  • ticket.closed - Ticket resolved or closed

Customer Events

  • customer.created - New customer added
  • customer.updated - Customer fields changed

Article Events

  • article.created - New article created
  • article.updated - Article fields changed
  • article.published - Article published to KB

Gamification Events

  • boss.spawned - Boss battle started
  • boss.defeated - Boss was defeated
  • player.level_up - Player leveled up
  • achievement.unlocked - Achievement earned

CSAT Events

  • survey.submitted - Customer submitted feedback

Ticket Events

ticket.created

Fired when a new ticket is created.

{
  "id": "evt_abc123",
  "type": "ticket.created",
  "created_at": "2025-12-14T10:30:00Z",
  "team_id": "team-uuid",
  "data": {
    "ticket": {
      "id": "ticket-uuid",
      "title": "Cannot access dashboard",
      "status": "new",
      "priority": "high",
      "customerId": "customer-uuid",
      "customerName": "Jane Doe",
      "tags": ["login", "urgent"],
      "createdAt": "2025-12-14T10:30:00Z"
    },
    "customer": {
      "id": "customer-uuid",
      "name": "Jane Doe",
      "email": "jane@example.com"
    }
  },
  "ticket_id": "ticket-uuid",
  "ticket_title": "Cannot access dashboard",
  "ticket_priority": "high",
  "customer_name": "Jane Doe",
  "customer_email": "jane@example.com"
}

ticket.updated

Fired when ticket fields change (status, priority, assignment).

{
  "id": "evt_def456",
  "type": "ticket.updated",
  "created_at": "2025-12-14T11:00:00Z",
  "team_id": "team-uuid",
  "data": {
    "ticket": { ... },
    "changes": {
      "status": { "from": "new", "to": "open" },
      "assignedTo": { "from": null, "to": "agent-uuid" }
    }
  }
}

ticket.closed

Fired when a ticket is resolved or closed.

{
  "id": "evt_ghi789",
  "type": "ticket.closed",
  "created_at": "2025-12-14T12:00:00Z",
  "team_id": "team-uuid",
  "data": {
    "ticket": { ... },
    "resolution": {
      "closedAt": "2025-12-14T12:00:00Z",
      "closedBy": "agent-uuid",
      "resolutionTime": 5400000
    }
  }
}

Gamification Events

boss.spawned

Fired when a boss appears for the team.

{
  "id": "evt_boss1",
  "type": "boss.spawned",
  "created_at": "2025-12-14T10:00:00Z",
  "team_id": "team-uuid",
  "data": {
    "boss": {
      "id": "boss-uuid",
      "name": "The Ticket Titan",
      "tier": "epic",
      "maxHp": 500,
      "currentHp": 500,
      "ticketsRequired": 15,
      "spawnedAt": "2025-12-14T10:00:00Z"
    }
  }
}

boss.defeated

Fired when the team defeats a boss.

{
  "id": "evt_boss2",
  "type": "boss.defeated",
  "created_at": "2025-12-14T14:00:00Z",
  "team_id": "team-uuid",
  "data": {
    "boss": {
      "id": "boss-uuid",
      "name": "The Ticket Titan",
      "tier": "epic"
    },
    "finalBlow": {
      "userId": "agent-uuid",
      "userName": "John Smith"
    },
    "participants": [
      { "userId": "agent1-uuid", "damage": 150 },
      { "userId": "agent2-uuid", "damage": 200 }
    ],
    "rewards": {
      "xp": 500,
      "gold": 250
    }
  }
}

player.level_up

Fired when a player levels up.

{
  "id": "evt_lvl1",
  "type": "player.level_up",
  "created_at": "2025-12-14T15:00:00Z",
  "team_id": "team-uuid",
  "data": {
    "player": {
      "userId": "agent-uuid",
      "userName": "John Smith",
      "oldLevel": 4,
      "newLevel": 5,
      "totalXp": 2500
    }
  }
}

Flat Payload Format

When "Flat payload" is enabled, key fields are duplicated at the root level for easier access in visual automation builders:

{
  "id": "evt_abc123",
  "type": "ticket.created",
  "ticket_id": "ticket-uuid",
  "ticket_title": "Cannot access dashboard",
  "ticket_priority": "high",
  "customer_name": "Jane Doe",
  "customer_email": "jane@example.com",
  "data": { ... }
}

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