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The SupportCandy Webhooks add-on is a premium extension for the SupportCandy WordPress plugin. It allows you to send real-time data to external services (like Zapier, Make.com, or custom APIs) when specific events occur within your helpdesk.

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Trigger Events

A webhook is fired whenever one of these actions occurs in SupportCandy:

  • Create Ticket: Triggers when a new support ticket is submitted.

  • Change Status: Triggers when a ticket’s status is updated (e.g., Open to In Progress).

  • Change Assignee: Triggers when a ticket is assigned or reassigned to an agent.

  • Reply to Ticket: Triggers when a customer or agent adds a public reply.

  • Submit Private Note: Triggers when an agent adds an internal note.

  • Close Ticket: Triggers specifically when a ticket is marked as closed.

  • Change Ticket Fields: Triggers when specific ticket subjects, categories, or custom fields are modified.

  • Out of SLA: Triggers when a ticket exceeds its Service Level Agreement time interval.

 Technical Specifications

Feature Specification
Request Method Primarily POST (standard for sending data payloads).
Content Type application/json
Authentication HMAC-SHA256 (Secret Key generated in settings).
Security Header X-WPSC-Webhook-Signature (Base64 encoded hash).
Data Format JSON structure containing ticket ID, subject, customer details, and custom field values.

 Configuration & Security

To set up a webhook, navigate to SupportCandy > Settings > Webhooks:

  • Delivery URL: The destination address (endpoint) that will receive the data.

  • Secret Key: An optional string used to sign the payload. You should use this to verify that the request actually came from your WordPress site.

  • Verification: To verify a request, your receiving server must calculate the HMAC-SHA256 hash of the raw request body using your Secret Key and compare it to the signature in the X-WPSC-Webhook-Signature header.

Log Management

SupportCandy includes a Webhook Logs section. This is vital for debugging as it shows:

  • The payload sent.

  • The HTTP response code from the receiving server (e.g., 200 OK or 500 Error).

  • The timestamp of the execution.

Example Use Cases

  • Slack/Discord: Post a message to a team channel when a “High Priority” ticket is created.

  • Google Sheets: Automatically log every closed ticket for end-of-month reporting.

  • CRM Integration: Sync ticket activity to a customer’s profile in HubSpot or Salesforce.

  • SMS Notifications: Use a service like Twilio to text an agent when an SLA is breached.

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