Webhooks play a crucial role in supporting plugins by enabling real-time communication between different applications. They allow your support system to instantly send and receive data when specific events occur, like when a ticket is created or resolved.

This automation reduces manual tasks, ensures that data is always up-to-date, and improves response times. For instance, with webhooks, you can integrate your support plugin with third-party tools like CRM systems or messaging platforms, enhancing workflow efficiency. In this section, we will show you the process of enabling using webhooks in Hive Support. 

In this section, we are going to show you how can you use Webhook in our Hive Support plugin.

Hive Support has two different functionalities for Webhook features such as –

• Incoming Webhook – This enables users to automatically generate tickets from an external platform or server using a FORM-type request format.

• Outgoing Webhook – This feature enables you to send data from Hive Support to external platforms using Workflows.

How to Use the Incoming Webhook Link from Hive Support #

First, go to your Hive Support Dashboard. Now navigate to this path – Webhook > Incoming Webhook.

As you can see, this is Hive Support’s incoming webhook settings. You have to choose a specific mailbox to generate the webhook URL. After choosing the mailbox click on the Generate Webhook Url button.

In Hive Support, you will get the two different types of webhooks links for incoming –

• Ticket Create Webhook

• Ticket Reply Webhook

You can use these webhook URLs in any third-party platform to create and reply the support tickets from your website. For example, we will use the Postman platform to use these links.

How to Use the Webhook URL on Postman #

To utilize the Incoming Webhook, start by setting the Request Method to “Post” and choosing “Form-data” as the Request Format. 

Then, insert the Webhook URL, align the Key field with the Field Key of the Incoming Webhook, and input the appropriate Value to meet your needs. Once everything is set, simply click “Send” to generate the ticket.

How to Generate Outgoing Webhook in Hive Support #

To create the outgoing Webhook go to the Dashboard of Hive Support. Now follow this path – Webhook > Outgoing webhook.

• Now tap to the Add New Webhook button. It will show you the interface for creating an outgoing webhook.

• Choose a relevant name for the outgoing webhook.

• Then you have to select the action. You can choose three different types of actions such as creating tickets, ticket admin reply, and closing tickets.

• Paste the third-party platform Webhook URL here.

• As a content type, you can choose two types such as JSON and FORM.

• Select the Mailbox for outgoing webhooks. Along with that, you can specify the data for webhooks such as ticket information, customer information, and agent information.

Here you can see all the outgoing webhooks that are created with Hive Support.

Hopefully, you understand the full webhook functionality of Hive Support. If you have any other questions regarding this function please let us know at our support section. We are always ready to serve you.