Outgoing Webhook Events and Payload Reference

Send real-time ticket and user events to external systems via HTTP POST. This guide covers all available events, their payload formats, and configuration details. This is a Pro feature.

Overview

Outgoing webhooks automatically send data to an external URL whenever specific events occur in Support Genix. Use them to integrate with CRMs, project management tools, Slack (custom), Zapier, Make (Integromat), or any system that accepts HTTP POST requests.

Creating an Outgoing Webhook

Go to Support Genix > Settings > Webhooks > Outgoing.

1. Click Add New.
2. Fill in:

Field	Description
Title	A name for this webhook (e.g., “CRM Sync”, “Zapier Trigger”)
Remote URL	The HTTPS endpoint that will receive the POST requests
Events	Select which events trigger this webhook (see below)
Status	Active or Inactive

1. Click Save.

You can create multiple webhooks with different URLs and different event selections.

Available Events

Event	Code	Fires When
Ticket Created	on_tckt_create	A new ticket is created (from portal, email, chatbot, or webhook)
Ticket Replied	on_tckt_replied	An agent or customer adds a reply to a ticket
Ticket Closed	on_tckt_closed	A ticket’s status changes to Closed
Client Created	on_client_create	A new customer account is created

Select one or more events per webhook. A single webhook can listen to all 4 events.

Payload Reference

All payloads are sent as HTTP POST with form-encoded body. The event field identifies which event triggered the webhook.

Ticket Created

Sent when a new ticket is created.

{
  "event": "ticket.created",
  "id": 123,
  "ticket_track_id": "TKT-00042",
  "category_id": 5,
  "category_title": "Billing",
  "ticket_user_id": 45,
  "ticket_user_email": "[email protected]",
  "ticket_user_title": "John Doe",
  "title": "Cannot access my account",
  "ticket_body": "<p>I am unable to log in since this morning...</p>",
  "opened_time": "2026-02-17T10:30:00+00:00",
  "status": "Open",
  "ticket_link": "https://yoursite.com/wp-admin/admin.php?page=support-genix#/tickets/123",
  "assigned_on": "Jane Agent",
  "assigned_date": "2026-02-17T10:31:00+00:00",
  "related_url": "",
  "custom_fields": {
    "order_number_8": "ORD-12345",
    "product_name_12": "Widget Pro"
  }
}

Field	Type	Description
event	string	Always "ticket.created"
id	integer	Internal ticket ID
ticket_track_id	string	Public ticket reference number
category_id	integer	Category ID
category_title	string	Category name
ticket_user_id	integer	Customer’s user ID
ticket_user_email	string	Customer’s email
ticket_user_title	string	Customer’s display name
title	string	Ticket subject
ticket_body	string	Ticket description (HTML)
opened_time	string	Creation timestamp (ISO 8601)
status	string	Ticket status text
ticket_link	string	Direct admin URL to the ticket
assigned_on	string	Assigned agent’s name
assigned_date	string	Assignment timestamp
related_url	string	Related external URL (if any)
custom_fields	object	Custom field values (see below)

Ticket Replied

Sent when a reply is added to a ticket.

{
  "event": "ticket.replied",
  "id": 123,
  "ticket_track_id": "TKT-00042",
  "ticket_user_id": 45,
  "ticket_user_email": "[email protected]",
  "ticket_user_title": "John Doe",
  "title": "Cannot access my account",
  "status": "Active",
  "ticket_link": "https://yoursite.com/wp-admin/admin.php?page=support-genix#/tickets/123",
  "ticket_replied_user_id": 12,
  "ticket_replied_user": "Jane Agent",
  "replied_text": "<p>Hi John, I've reset your password. Please try logging in again.</p>"
}

Field	Type	Description
event	string	Always "ticket.replied"
ticket_replied_user_id	integer	User ID of the person who replied
ticket_replied_user	string	Name of the person who replied
replied_text	string	Reply content (HTML)
(other fields)		Same as Ticket Created

Ticket Closed

Sent when a ticket is closed.

{
  "event": "ticket.closed",
  "id": 123,
  "ticket_track_id": "TKT-00042",
  "category_id": 5,
  "category_title": "Billing",
  "ticket_user_id": 45,
  "ticket_user_email": "[email protected]",
  "ticket_user_title": "John Doe",
  "title": "Cannot access my account",
  "opened_time": "2026-02-17T10:30:00+00:00",
  "closed_time": "2026-02-17T14:45:00+00:00",
  "status": "Closed",
  "ticket_link": "https://yoursite.com/wp-admin/admin.php?page=support-genix#/tickets/123",
  "custom_fields": {
    "order_number_8": "ORD-12345"
  }
}

Field	Type	Description
event	string	Always "ticket.closed"
closed_time	string	Closure timestamp (ISO 8601)
(other fields)		Same as Ticket Created

Client Created

Sent when a new customer account is created.

{
  "event": "user.created",
  "id": 45,
  "first_name": "John",
  "last_name": "Doe",
  "email": "[email protected]",
  "custom_fields": {
    "company_name_3": "Acme Inc",
    "phone_number_7": "+1-555-0100"
  }
}

Field	Type	Description
event	string	Always "user.created"
id	integer	WordPress user ID
first_name	string	Customer’s first name
last_name	string	Customer’s last name
email	string	Customer’s email address
custom_fields	object	Custom user field values

Custom Fields in Payloads

Custom fields are included as a flat object with normalized keys:

• Format: {field_label}_{field_id} (lowercase, spaces replaced with underscores)
• Example: A field labeled “Order Number” with ID 8 becomes order_number_8

Only fields that have values are included. Empty fields are omitted.

HTTP Delivery Details

Setting	Value
Method	POST
Content-Type	application/x-www-form-urlencoded
Timeout	120 seconds
Max Redirects	5
Retry	No automatic retry
SSL Verification	Standard WordPress HTTP API behavior

Integration Examples

Zapier

1. Create a Zap with the trigger “Webhooks by Zapier” > “Catch Hook”.
2. Zapier gives you a webhook URL (e.g., https://hooks.zapier.com/hooks/catch/...).
3. Paste that URL as the Remote URL in Support Genix.
4. Select the events you want.
5. Test by creating a ticket — Zapier should receive the payload.
6. Map the fields in Zapier to your desired action (create CRM contact, send Slack message, etc.).

Make (Integromat)

1. Create a scenario with a “Custom Webhook” trigger module.
2. Copy the generated webhook URL.
3. Paste it in Support Genix as the Remote URL.
4. Select events and save.
5. Trigger a test event to establish the data structure in Make.

Custom Application

Receive webhooks in any backend:

# Python / Flask example
from flask import Flask, request

app = Flask(__name__)

@app.route('/webhook', methods=['POST'])
def handle_webhook():
    event = request.form.get('event')

    if event == 'ticket.created':
        ticket_id = request.form.get('ticket_track_id')
        customer = request.form.get('ticket_user_email')
        subject = request.form.get('title')
        # Process the new ticket...

    elif event == 'ticket.closed':
        # Process ticket closure...

    return 'OK', 200

// Node.js / Express example
app.post('/webhook', (req, res) => {
  const { event, ticket_track_id, ticket_user_email, title } = req.body;

  if (event === 'ticket.created') {
    // Process new ticket
  }

  res.sendStatus(200);
});

Managing Webhooks

Bulk Actions

Select multiple webhooks and:

• Activate — Enable selected webhooks.
• Deactivate — Disable selected webhooks.
• Delete — Permanently remove selected webhooks.

Testing

1. Use a service like webhook.site to get a temporary URL.
2. Create a webhook with that URL and select all events.
3. Trigger each event (create a ticket, reply, close, create a user).
4. Inspect the payloads on webhook.site to verify the data.

Important Notes

• No retry logic. If the remote server is down, the webhook is not retried. Ensure your receiving endpoint has high availability.
• Timeout. Requests that take longer than 120 seconds are aborted. Keep your endpoint response time under 30 seconds.
• HTTPS recommended. Always use HTTPS URLs to protect data in transit.
• Multiple webhooks. You can send the same event to multiple URLs by creating multiple webhooks.
• Performance. Webhook delivery happens synchronously during the event. If the remote endpoint is slow, it may slightly delay the ticket operation. Keep response times fast.

Related Docs

• Incoming Webhooks
• Webhook Setup
• Admin Dashboard Overview