Setting up the Webhook for Discord

To get started, go to Administration → General Settings → Webhooks, then click Add and you’ll see this form:

Open the settings for the Discord channel where you want Ticaga events to appear:

Go to Integrations → Webhooks and copy the webhook URL. Then paste it into the URL field in Ticaga:

Select the events you want to receive notifications for, then click Save:

Then click Edit and configure the payload for each event type:

Use the following example payloads for each event type:

ticket.created / ticket.updated / ticket.closed / ticket.reopened

{
  "embeds": [{
    "title": "{{payload.resource.subject}}",
    "url": "{{payload.resource.url}}",
    "color": {{payload.resource.status_color}},
    "fields": [
      { "name": "Ticket",     "value": "{{payload.resource.ticket_code}}", "inline": true },
      { "name": "Status",     "value": "{{payload.resource.status}}",      "inline": true },
      { "name": "Priority",   "value": "{{payload.resource.priority}}",    "inline": true },
      { "name": "Customer",   "value": "{{payload.resource.customer_name}}",  "inline": true },
      { "name": "Email",      "value": "{{payload.resource.customer_email}}", "inline": true },
      { "name": "Department", "value": "{{payload.resource.department_name}}", "inline": true }
    ],
    "footer": { "text": "Ticaga Support • {{event_name}}" },
    "timestamp": "{{occurred_at}}"
  }]
}

tickets.assigned

{
  "embeds": [{
    "title": "{{payload.resource.subject}}",
    "url": "{{payload.resource.url}}",
    "color": {{payload.resource.status_color}},
    "fields": [
      { "name": "Ticket",      "value": "{{payload.resource.ticket_code}}",      "inline": true },
      { "name": "Status",      "value": "{{payload.resource.status}}",           "inline": true },
      { "name": "Priority",    "value": "{{payload.resource.priority}}",         "inline": true },
      { "name": "Customer",    "value": "{{payload.resource.customer_name}}",    "inline": true },
      { "name": "Assigned To", "value": "{{payload.resource.assigned_user_name}}", "inline": true },
      { "name": "Department",  "value": "{{payload.resource.department_name}}", "inline": true }
    ],
    "footer": { "text": "Ticaga Support • ticket.assigned" },
    "timestamp": "{{occurred_at}}"
  }]
}

replies.created

{
  "embeds": [{
    "title": "New reply on {{payload.resource.ticket_code}}: {{payload.resource.ticket_subject}}",
    "url": "{{payload.resource.ticket_url}}",
    "color": {{payload.resource.ticket_status_color}},
    "description": "{{payload.resource.content_preview}}",
    "fields": [
      { "name": "Agent",    "value": "{{payload.resource.agent_name}}",    "inline": true },
      { "name": "Customer", "value": "{{payload.resource.customer_name}}", "inline": true },
      { "name": "Status",   "value": "{{payload.resource.ticket_status}}", "inline": true }
    ],
    "footer": { "text": "Ticaga Support • response.created" },
    "timestamp": "{{occurred_at}}"
  }]
}

Once configured, updates will appear in Discord like this: