Automatically connect real-time event notifications to third-part services with webhooks. Acting as a bridge, webhooks send notifications directly to an external endpoint when a predefined ticket automation rule trigger is activated, ensuring immediate data synchronization and seamless integration with your operational tools.

Note: This feature is available for Atera Enterprise users and design partners.

Note: This feature is available for Atera Superpower users and design partners.

Create webhook

After creating a webhook, you'll be prompted to assign a trigger event by selecting it as an action in a ticket automation rule. 

Note: Both steps are necessary to activate the webhook.

1. Go to Admin > Data management > Webhooks.

The Webhooks page appears.

2. Click New webhook.

3. Give your webhook a name and enter the following details:

• Description (optional): Enter a description.
• Callback URL: Enter the url of the endpoint that will receive the notifications.

4. Click Send test to test the webhook functionality (optional). Then click Create.

The webhook is created.

The Assign webhook trigger event window appears.

5. Click Ticket automation rules to assign a trigger event and select this webhook as an action.

Note: Without a trigger event, the webhook will not send any notifications to the designated endpoint.

Assign trigger event

Trigger events are actions that activate the webhook using ticket automation rules. Webhooks can selected in a ticket automation rule that has one of the following triggers: New ticket created, Ticket closed/resolved, and Ticket status changed.

Note:

• Webhooks can be triggered by a new ticket created, ticket status changed, or ticket closed/resolved.
• Webhooks can be assigned to multiple ticket automation rules.

To assign a trigger event to a webhook:

1. Go to Admin > Support and ticketing > Ticket automation rules.

The Ticket Automation rules page appears.

2. Select an existing rule, or create a new ticket automation rule. Then click, Add. 

Note: Webhooks can be used in ticket automation rules with the following triggers: New ticket created, Ticket closed/resolved, and Ticket status changed.

3. Assign the rule Conditions. Then, under Actions select:

• Action type: Select Trigger webhook.
• Related Field / Webhook / Email Template: Select the webhook you created.

4. Click Add.

Great! When the ticket automation rule is triggered, a notification will be sent through the webhook to the designated endpoint.

Deactivate webhook

1. Go to Admin > Data management > Webhooks.

The Webhooks page appears.

2. Turn off the Active toggle next to the webhook you want to deactivate.

Notifications to the endpoint are now paused. You can activate the webhook to resume notifications at any time by turning the toggle on.

Test webhook

1. Go to Admin > Data management > Webhooks.

The Webhooks page appears.

2. Click Actions. Then click, Test to send a test notification.

A test notification is sent to the webhook endpoint. 

Delete webhook

1. Go to Admin > Data management > Webhooks.

The Webhooks page appears.

2. Click Actions. Then click Delete to delete the webhook.

The webhook is deleted and all assigned trigger events and notifications to the endpoint are disconnected.