Is there any way to trigger webhook when the ticket is closed without resolving? | Community
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Is there any way to trigger webhook when the ticket is closed without resolving?

  • October 5, 2023
  • 1 reply
  • 67 views
L

I’ve created a app in developer hub and used in the webhook.

I’ve added “ticket.state.updated” topic in webhook.

But it isn’t triggered when the ticket is closed with “continue without resolving” option.

Is there any way to trigger this event?

Best answer by Jacob Cox

Hi @Lazar(Admin) Stamenkovic 

The ticket.state.updated Webhook won’t trigger with the Closing action because ‘Close’ isn’t a Ticket State. Those States are: Submitted, In Progress, and Resolved. Currently, there isn’t a Webhook that tracks a Ticket closing. The best work around I can think of is for you to create a boolean attribute for Tickets that you toggle to True when you are Closing without resolving. Then you could subscribe to our ticket.attribute.updated Webhook and filter for those notifications that mention the state of that particular attribute.

I recognize that having the ability to track the ‘closed but not resolved’ option would be super helpful here. I’m going to flag this with our team as a Feature Request!

    1 reply

    Jacob Cox
    Intercom Team
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    • Jacob CoxIntercom Team
    • Sr. Technical Support Engineer
    • 441 replies
    • Answer
    • October 8, 2023

    Hi @Lazar(Admin) Stamenkovic 

    The ticket.state.updated Webhook won’t trigger with the Closing action because ‘Close’ isn’t a Ticket State. Those States are: Submitted, In Progress, and Resolved. Currently, there isn’t a Webhook that tracks a Ticket closing. The best work around I can think of is for you to create a boolean attribute for Tickets that you toggle to True when you are Closing without resolving. Then you could subscribe to our ticket.attribute.updated Webhook and filter for those notifications that mention the state of that particular attribute.

    I recognize that having the ability to track the ‘closed but not resolved’ option would be super helpful here. I’m going to flag this with our team as a Feature Request!

    Jacob | Sr. Technical Support Engineer at Intercom


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