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Webhook events - reply on a closed conversation does not trigger the conversation.admin.opened topic

  • September 1, 2023
  • 1 reply
  • 101 views

Hi,
I am using webhooks and trying to identify an event of ‘conversation.admin.opened’ when a lead replies on a closed ticket but it doesn’t seem to trigger it. the odd thing is that it works on one workspace but not on the other.

Best answer by Jacob Cox

Hey there @Tomer Yona !

When I test this conversation.admin.opened on a Conversation it works. Are you testing this on a Ticket or a Conversation? If you’re tracking Ticket activity then you’ll want to use the Ticket Topics that were released in version 2.9 of our API.

 

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Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • Answer
  • September 3, 2023

Hey there @Tomer Yona !

When I test this conversation.admin.opened on a Conversation it works. Are you testing this on a Ticket or a Conversation? If you’re tracking Ticket activity then you’ll want to use the Ticket Topics that were released in version 2.9 of our API.

 


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