A webhook is an automated way for Supportbench to send real-time data to other applications. You can think of it as a notification sent from Supportbench to another system whenever a specific event happens. This is configured within the Workflows section. Common uses include:
Sending new case notifications to a Slack channel.
Creating a corresponding issue in JIRA when a case is escalated.
Syncing customer data with a CRM.
Setting up a webhook involves creating a workflow that defines the trigger event and the action to be taken. The action, in this case, is to Post to URL.
First, navigate to the Workflows section of your Supportbench settings and create a new workflow.
What would you like this to apply to?: Select the object that the workflow will monitor. For this example, you would select Cases.
When is this workflow run?: Choose the event that will trigger the webhook. For your example, this is On creation. Other common options might include "On update," "On status change," or "On close."
What time is this workflow allowed to run?: You can leave No time restrictions checked to allow the webhook to fire 24/7, or you can specify certain hours or days.
The Requirements and Conditionals sections allow you to add rules to filter when the webhook fires. If you leave these blank (as in the screenshot), the webhook will run for every single case creation.
You could, for example, add a conditional to only trigger the webhook if a case priority is "High" or if it comes from a specific company.
This is the core of the webhook setup.
Action: In the "Actions" section, select Post to URL from the dropdown menu.
Event (optional): This is a helpful text field where you can add a unique name or tag (like an email or description) to identify the event in your logs or on the receiving end.
Endpoint: This is the most critical part. Enter the full, valid URL of the application that will receive the data. This URL must be active and configured to accept HTTP POST requests. In your example, this is https://webhook.mydomain.com.
https://webhook.mydomain.com
Authentication: Specify the authentication method your endpoint requires.
No authentication: The webhook is sent without any credentials. This is simple but less secure.
Other options: Supportbench may also offer options like Basic Authentication (username/password) or API Key/Bearer Token for more secure connections.
Once configured, save and activate the workflow.
When the workflow triggers, Supportbench compiles the relevant case information into a data package, called a payload, and sends it to your endpoint.
Format: The payload is typically sent in JSON (JavaScript Object Notation) format, which is a standard for web applications.
Content: The payload for a new case will likely include details such as the Case ID, subject, description, priority, status, creation date, and customer information.
To properly handle the webhook, the developer of the receiving application (https://webhook.mydomain.com) will need to know the exact structure of this JSON payload.
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