CRM
Freshdesk Webhooks
Customer support platform. Receive events for tickets, contacts, and agent activity.
Connecting Freshdesk to Hookbase
Create a source in Hookbase first — it gives you an ingest URL to paste into Freshdesk. Then:
- 1Go to Freshdesk Admin → Automations → Automations (Ticket updates)
- 2Create a new rule with conditions (e.g., ticket created)
- 3Add action "Trigger Webhook" and set to POST
- 4Paste your Hookbase ingest URL and configure the JSON payload template
Signature verification
Freshdesk does not sign its webhooks with an HMAC scheme, so a signing secret on the source would have nothing to verify. Use a custom source with no secret, and keep the ingest URL itself hard to guess.
How Freshdesk secures them instead: Freshdesk webhooks do not support signature verification. Use a secret in the URL path or API key in headers.
Freshdesk event types
6 of the events people route most often. Hookbase accepts every event Freshdesk sends, whether or not it is listed here.
ticket.created
A ticket was created
ticket.updated
A ticket was updated
ticket.resolved
A ticket was resolved
ticket.closed
A ticket was closed
ticket.note_added
A note was added to a ticket
ticket.reply_sent
A reply was sent on a ticket
What a Freshdesk webhook looks like
A ticket.created payload. Hookbase stores the raw body exactly as it arrived, so this is also what you get back on a replay.
{
"freshdesk_webhook": {
"ticket_id": 1001,
"ticket_subject": "Payment not processed",
"ticket_description": "My payment is stuck in pending state.",
"ticket_status": "Open",
"ticket_priority": "High",
"ticket_type": "Problem",
"ticket_requester_email": "customer@example.com",
"ticket_requester_name": "John Customer",
"ticket_group_name": "Billing Support",
"ticket_created_at": "2024-01-15T10:30:00Z"
}
}Start receiving Freshdesk webhooks
Create a source, paste the URL into Freshdesk, and watch the first event arrive. The free tier includes 1,000 events a month.
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