Scenario
In some cases, it is necessary for certain tickets and their associated conversations to be available in another ticket system. For example, a customer’s response to a request from the ticket could also be displayed in a parallel system. This can be enabled via a Webhook.Solutions
To ensure that new conversations are synchronized in both systems, a webhook can be implemented. This requires the relevant email account to be selected under Settings -> Communication channels -> Email accounts. If the webhooks are not yet active for this account, the Webhooks switch must be activated so that the fields to configure the “New Email” webhook appear.Example of customer specific code
For clarity, error handling is intentionally omitted in this code example.
send-to-third-party
is used for this, which must be stored as a
“User defined Function” in advance.