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:
- 1In Freshdesk, go to Admin → Workflows → Automations and choose the Ticket Creation or Ticket Updates tab (Freshdesk Omni: Admin Settings → Configuration and Workflows → Ticket Automations)
- 2Create a new rule and set its conditions (for example, ticket is created)
- 3Add the action "Trigger Webhook", set Request Type to POST, and paste your Hookbase ingest URL
- 4Toggle "Add custom headers" and add a header named Authorization whose value is the Authorization header value Hookbase generated for this source
- 5Leave "Requires authentication" off. It sends Freshdesk's own Authorization header, which collides with yours
- 6Set Encoding to JSON, configure the payload, and save the rule
Signature verification
Set the source's provider to freshdesk and paste the signing secret. Every request is checked before the event is stored, and anything that fails is rejected rather than quietly recorded.
- Algorithm
- Shared secret echoed verbatim in a custom header (not HMAC-signed)
- Header
- Authorization
- Where to find the secret
- Freshdesk → Admin → Workflows → Automations → your rule → "Trigger Webhook" action → toggle "Add custom headers" → add Authorization: <value Hookbase generated> (leave "Requires authentication" off)
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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