> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upmind.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Webhook Events with Ticket Triggers

> Log new tickets, status changes, reopens, and direct replies in support workflows.

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

## Ticket category triggers descriptions

| **Ticket category triggers**           | **Description**                                   |
| -------------------------------------- | ------------------------------------------------- |
| Client closed ticket                   | Client closed the support ticket                  |
| Inactive ticket notification for staff | Notification sent to staff about inactive tickets |
| Lead opened new ticket                 | New ticket created by lead/unregistered client    |
| Staff closed ticket                    | Staff closes a support ticket                     |
| Staff take ticket                      | Staff member claims ownership of an open ticket   |
| Ticket closed                          | Ticket is marked as closed in the system          |
| Ticket reopened                        | Closed ticket is reopened by any party            |
| Update ticket                          | Update/change made to ticket metadata             |
| Client opened new ticket               | Client creates a new support ticket               |
| Scheduled ticket reopened              | Ticket is reopened by a scheduled process         |
| Staff opened new ticket                | Staff initiates a new support ticket              |
| Ticket client replied                  | Client posts a response to an existing ticket     |
| Ticket in progress                     | Status set to in-progress                         |
| Ticket waiting response                | Waiting/reply required from client                |

## Webhook ticket event triggers

### Ticket created/opened

* Lead opened new ticket

* Client opened new ticket

* Staff opened new ticket

**Description**: For monitoring all sources of new ticket creation.

### Ticket closing and resolution

* Client closed ticket

* Staff closed ticket

* Ticket closed

**Description**: For automation after all possible ticket close actions.

### Ticket assignment and progress

* Staff take ticket

* Ticket in progress

**Description**: For tracking ownership and active handling.

### Ticket reopen and waiting status

* Ticket reopened

* Scheduled ticket reopened

* Ticket waiting response

**Description**: For updates that restore or require further attention.

### Ticket reminders

* Inactive ticket notification for staff

**Description**: To automate escalation or reminders for staff on idle tickets.

### Ticket metadata & replies

* Update ticket

* Ticket client replied

**Description**: For tracking updates and all replies by clients.