Register Callback Webhooks


This Webhooks will needed to push the  “Ticket Status change” and “New Reply Added” events from Freshdesk to FreshEngage Backend(External App).

Steps for adding webhooks  :-

  1. In your Freshdesk, go to Admin -> Helpdesk Productivity -> Observer and create new rules. 

  2. Reply is Sent webhook.
    1. This rule is for replying back to the customer channel from FreshDesk. Select “Reply is sent” event from dropdown and perform action trigger webhook. In Web hook configuration select Request type POST & configure callback URL to URL below. Select JSON under Encoding & all the fields under Content. Find ref. Image below.

                        “https://freshengage.iengage.io/eventlistener-portlet/services/freshdesk/eventListener?secretKey=[your FreshEngage key]”





  1. Status is changed webhook.
    1. This rule is to change status & notify user in social channel. Select “Status is changed” event from dropdown and perform action trigger webhook. In Web hook configuration select POST method & configure callback URL to URL below. Select JSON under Encoding & all the fields under Content. For ref. See above image.

                        https://freshengage.iengage.io/eventlistener-portlet/services/freshdesk/changeStatus?secretKey=[your Freshengage key]”