Skip to main content
Answered

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

  • October 5, 2023
  • 1 reply
  • 43 views

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!

View original
Did this topic help you find an answer to your question?

1 reply

Jacob Cox
Intercom Team
Forum|alt.badge.img+5
  • 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!


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings