Overview

Events are how Glassix can communicate with your systems.
Events are meant to trigger actions in your system or functions, such as Ticket documentation, Creating a new Ticket, and more. Read more on the types of events Glassix has here.

Prerequisites:

• Log into a Glassix account
• Expose a public HTTPS endpoint to receive events

Webhooks

Webhooks allow actions in our system to be communicated to your system., e.g.:

• Ticket documentation.
• A new Ticket

If you can't support webhooks, an alternative method of polling may be applied.

Define a Webhook URL

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. In the Developers section, click on Events →Webhooks → Add +.
3. Type a name for your webhook in the Name text box.
4. In the Target text box, type <Your HTTPS Endpoint>.
5. Use the checkbox to choose one or more desired Events.
6. Click Save.

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When an event occurs in our system, a POST request containing all the relevant data will be sent to your URL.

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Note:

Requests timeout after 20 seconds.

In case of 3 errors during a day, an email notification will be sent to workspace admins.

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Tip:

While testing, you can use ngrok to temporarily allow requests from Glassix to tunnel to a localhost port on your computer.

A simpler way is to use webhook.site to inspect and debug webhook requests.

Response

We expect a successful status code response (200–299). Until then, we'll keep the event in the queue for up to 3 days (while trying to send the event in increasing intervals).

Webhook Validation

We strongly advise validating that Glassix sent the data received via webhooks before digesting the request. Such validation is crucial for securing data and protecting your systems and servers from abuse.
Dedicated custom request headers can be added manually as an additional layer of precaution. Further info regarding webhooks validation customer request headers can be found here.

Functions

If you don't have an outside endpoint for receiving webhooks, you can trigger a Function according to specific events. When the event is triggered, it will send the information to your function.

Read more on Functions here.

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. In the Developers section, click on Events →Functions → Add +.
3. Fill Name and select Events, Function
4. Click Save.

Polling

If you can't set an endpoint to receive the events via webhooks, you can use long polling to get the events. This is useful when your servers can't be exposed to incoming requests.

See more polling information.

Define Polling

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. In the Developers section, click on Events →Polling.
3. Enable the "Enable polling" toggle.
4. Use the checkbox to choose one or more desired Events.
5. Click Save.