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Incoming Ticket Webhook

Available in DoubleScale Pro.

The incoming ticket webhook lets any external system create support tickets over HTTP — contact form plugins, chatbots, monitoring tools, mobile apps, or your own backend. Each mailbox gets its own secret webhook URL.

The Endpoint

POST https://yoursite.com/wp-json/doublescale/v1/support/webhook/{mailbox_id}/{token}

The URL embeds two things:

  • mailbox_id — which mailbox the ticket lands in.
  • token — a per-site secret. Requests with a wrong token are rejected, so the URL itself is the credential. No additional authentication headers are needed.

Find your ready-made webhook URL under Support → Settings → Incoming Webhook. You can regenerate the token there at any time — doing so immediately invalidates the old URL everywhere it was used.

Payload

Send a JSON body describing the ticket. A minimal example:

{
  "email": "customer@example.com",
  "subject": "Can't access my account",
  "message": "I get an error when logging in…",
  "name": "Jane Doe"
}

The sender is resolved to a CRM contact by email — an existing contact is reused, a new one is created otherwise — so webhook tickets get the same contact linking as email and portal tickets.

Security Notes

  • Treat the webhook URL like a password. Anyone holding it can open tickets in that mailbox.
  • If the URL leaks (e.g. committed to a public repo), regenerate the token immediately.
  • The endpoint only creates tickets — it cannot read, modify, or delete anything.

Common Integrations

  • Form plugins — point a form’s webhook/HTTP action at the URL and map the email, subject, and message fields.
  • Chatbots — escalate a conversation to a human by posting the transcript as a ticket.
  • Monitoring — open a ticket automatically when an alert fires, then track resolution like any customer issue.