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API & Developers8 min readUpdated January 2026

Webhooks

Receive real-time notifications when events occur in your help desk. Webhooks push data to your server as soon as something happens.

Available Events

ticket.created

New ticket created

ticket.updated

Ticket properties changed

ticket.status_changed

Status updated

ticket.assigned

Ticket assigned

comment.created

New reply or note

customer.created

New customer profile

sla.warning

SLA approaching breach

sla.breached

SLA has been breached

Creating a Webhook

  1. 1

    Navigate to Webhooks

    Settings → API & Integrations → Webhooks

  2. 2

    Click "Create Webhook"

  3. 3

    Configure Settings

    Endpoint URLhttps://yourapp.com/webhooks/simplyticket
    EventsSelect which events to receive
    SecretAuto-generated signing secret

Payload Format

{
  "id": "evt_abc123",
  "type": "ticket.created",
  "created_at": "2026-01-15T10:30:00Z",
  "data": {
    "ticket": {
      "id": "tkt_xyz789",
      "number": 1234,
      "subject": "Login issue",
      "status": "open",
      "priority": "high",
      "customer": {
        "id": "cus_123",
        "email": "user@example.com"
      }
    }
  }
}

Verifying Signatures

Each webhook includes a signature header to verify authenticity:

# Header:

X-SimplyTicket-Signature: sha256=abc123...

Verification Steps

  1. 1. Get the raw request body
  2. 2. Compute HMAC-SHA256 using your webhook secret
  3. 3. Compare with the signature header
  4. 4. Reject requests with invalid signatures

Retry Policy

If your endpoint doesn't respond with 2xx, we retry with exponential backoff:

1

Immediately

2

After 5 min

3

After 30 min

4

After 2 hours

After 4 failed attempts, the webhook is marked as failing and you'll be notified.

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