Prerequisites:

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

Webhooks

Webhooks allow actions in our system, e.g.:

• Ticket documentation
• a new Ticket
  etc., to be communicated to your system.

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 Webhooks.
3. Click on New Webhook → POST request.
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.

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

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 information on polling.

Define Polling

1. Go to Settings.

   Click on the ⚙ symbol in the agent dashboard.

2. In the Developers section, click on Webhooks].
3. Click on New Webhook → Polling.
4. In the Name text box, type a name for your polling.

5. Choose desired Events.
6. Click Save.