Webhook Events with Ticket Message Triggers

This guide covers information on webhook events and ticket message category triggers.

Ticket message category triggers descriptions

Ticket message category triggers	Description
Client deleted ticket message	Message deleted by the client
Client posted ticket message	Client sends a new message on ticket
Client updated ticket message	Existing message updated by client
Staff replied to ticket	Staff reply posted for ticket
Staff updated internal note on ticket	Internal note changed by staff
User deleted private ticket message	Staff/private message removed
User posted private ticket message to lead	Message for internal or sales follow-up
Lead posted ticket message	Message submitted by a lead user
Staff update ticket reply	Staff reply updated
Staff wrote internal note on ticket	Internal-only note written by staff
User deleted ticket message	Staff or user deletes a message in ticket

Description: For tracking all client-driven activity on ticket messages.

Description: For all staff replies and internal-only note activities.

Description: For messages visible to internal or lead account users only.

Description: For any deletion or editing of messages, regardless of user role.

Description: For keeping audit trail when leads interact through ticketing.