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Add ticket rating events to webhooks

  • 7 January 2025
  • 1 reply
  • 12 views

We currently face a limitation in tracking ticket ratings timestamps. While conversation ratings are provided through webhook events, ticket ratings are not, forcing us to use the ticket closing date as a fallback. This creates inaccurate data when tickets are rated after their closure. This appears to be an oversight as this functionality is already available for conversations

 

This limitation affects our ability to:

  • Accurately track CSAT metrics over time

  • Report precise customer satisfaction data

  • Maintain data integrity when tickets are reopened

  • Provide reliable analytics to our customer service teams

We propose adding new webhook events for ticket ratings, similar to the existing conversation rating events. These events should include the same information as the conversation_rating_event. This also means we need a ticket_rating_updated_event when a ticket rating is modified.

 

This would enable:

  1. Accurate CSAT reporting by actual rating date
  2. Better tracking of customer feedback patterns
  3. Improved analytics for service quality metrics
  4. More reliable historical data for customer satisfaction trends

 

Have you any idea if it’s possible to add ?

Best answer by Emilygav

Hey there ​@Tom Dyl-Bothier! Emily here from Support Engineering at Intercom 👋🏼

Intercom's current webhook system does not include events for ticket ratings, as these functionalities are designed only for conversations at this time. The available webhook topics for tickets include a variety of other events, such as ticket creation, updates, and replies, but not for ratings.

A suggested workaround for this limitation is to use custom actions within workflows to send the rating data to an endpoint manually. This involves enabling a workflow setting to wait for a customer rating and then using a custom action to make an API request to your endpoint after the rating step.

While this does not provide a direct solution to your request for new webhook events for ticket ratings, it offers a method to capture the necessary data until such a feature might be implemented.

For more details on the available webhook topics, you can refer to the ticket webhook documentation 👈🏼

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Emilygav
Intercom Team
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  • Intercom Team
  • 75 replies
  • Answer
  • January 17, 2025

Hey there ​@Tom Dyl-Bothier! Emily here from Support Engineering at Intercom 👋🏼

Intercom's current webhook system does not include events for ticket ratings, as these functionalities are designed only for conversations at this time. The available webhook topics for tickets include a variety of other events, such as ticket creation, updates, and replies, but not for ratings.

A suggested workaround for this limitation is to use custom actions within workflows to send the rating data to an endpoint manually. This involves enabling a workflow setting to wait for a customer rating and then using a custom action to make an API request to your endpoint after the rating step.

While this does not provide a direct solution to your request for new webhook events for ticket ratings, it offers a method to capture the necessary data until such a feature might be implemented.

For more details on the available webhook topics, you can refer to the ticket webhook documentation 👈🏼


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