Helpdesk status webhooks

A status webhook lets your helpdesk report the ticket status back to ShopAssist. When a ticket is solved or closed, the handoff is marked resolved in the conversation.

Create the URLCopy Anchor Link

On the helpdesk card under Handoff → Integrations, click Status updates from Zendesk (or Gorgias, Freshdesk) → Create status webhook URL. The URL contains a secret token and is shown once. Creating a new one replaces the old URL.

The requestCopy Anchor Link

Your helpdesk sends POST to the URL with a JSON body:

{ "external_id": "12345", "status": "solved" }

external_id is the helpdesk's ticket id (up to 64 characters) and status is one of open, pending, solved or closed. ShopAssist always answers 204 and matches only tickets it created in the last 180 days. Up to 120 requests per minute per integration are accepted.

ZendeskCopy Anchor Link

Create a webhook in Admin Center → Apps and integrations → Webhooks with the URL, method POST and format JSON. Then create a trigger "Ticket is updated" + "Tags contains shopassist" that notifies the webhook with:

{ "external_id": "{{ticket.id}}", "status": "{{ticket.status}}" }

GorgiasCopy Anchor Link

Create an HTTP integration under Settings → HTTP integration, triggered on ticket updates, method POST, content type application/json, body:

{ "external_id": "{{ticket.id}}", "status": "{{ticket.status}}" }

FreshdeskCopy Anchor Link

Create an automation rule for ticket updates with the condition "Tags contain shopassist" and the action Trigger webhook: POST, JSON, body:

{ "external_id": "{{ticket.id}}", "status": "{{ticket.status}}" }

Freshdesk statuses other than the four above (for example custom statuses) are ignored.