# Helpdesk status webhooks

> Let Zendesk, Gorgias or Freshdesk tell ShopAssist when a ticket is solved, so the handoff is marked resolved.

Source: https://shopassist.coec.dk/docs/handoff/helpdesk-status-webhooks · Updated 2026-10-01

*(Growth and up)*

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 URL [#create-url]

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 request [#request]

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

```json
{ "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.

## Zendesk [#zendesk]

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:

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

## Gorgias [#gorgias]

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

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

## Freshdesk [#freshdesk]

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

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

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