{"id":17162,"date":"2026-08-14T18:59:01","date_gmt":"2026-08-14T18:59:01","guid":{"rendered":"https:\/\/www.onflo.com\/learningcenter\/?p=17162"},"modified":"2026-08-14T18:59:01","modified_gmt":"2026-08-14T18:59:01","slug":"webhooks","status":"publish","type":"post","link":"https:\/\/www.onflo.com\/learningcenter\/best-practices\/webhooks\/","title":{"rendered":"Webhooks"},"content":{"rendered":"\t\t
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Automatically send Onflo ticket and asset information to your other business systems.<\/strong><\/em><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Overview<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Webhooks let Onflo automatically send information to another system the moment something happens. When a ticket is created or an asset is added, Onflo can instantly push the details you choose - the subject, the description, the asset ID - into a system such as Salesforce, a Microsoft Teams channel, or an internal application. Nobody has to copy and paste anything.<\/span><\/p>

Setting this up is a <\/span>two-part job<\/b>, and this guide follows that order:<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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1: Create the webhook in Settings.<\/b><\/p>

This is where you tell Onflo the address of the other system and how to talk to it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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2: Use the webhook in a workflow.<\/b><\/p>

This is where you decide <\/span>when<\/b> it fires (for example, whenever a new ticket is created) and <\/span>what information<\/b> gets sent.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Think of a webhook as an automatic phone call between two systems.<\/b><\/em><\/p>

Imagine you have a colleague in another department who needs to know every time a new ticket comes in. Today, you have to remember to email them. A webhook is like giving Onflo their phone number and a script, and saying: \u201cEvery time a new ticket is created, call this number and read out the ticket subject and description.\u201d Onflo makes the call instantly, every time, without being reminded.<\/span><\/p>

The <\/span>phone number<\/b> is the Endpoint URL. The <\/span>script<\/b> is the information you choose to send. The <\/span>\u201cevery time a new ticket is created\u201d<\/b> part is the workflow trigger.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Key Terms<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Every field on the webhook screen uses one of these terms, so it is worth reading this section once before you start. You do not need any technical background to follow it.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Endpoint URL<\/i><\/b><\/h5>

The web address of the system that should receive the information. It always starts with <\/span>https:\/\/<\/b>.<\/span><\/p>

Example:<\/b> https:\/\/webhook.site\/4b74c0ba-5b80--8e55-3ca683653317. Think of it as the delivery address on a parcel - Onflo needs to know exactly where to send the data. The other system\u2019s administrator or vendor gives you this address; you never invent it yourself.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Request Method<\/i><\/b><\/h5>

How the delivery should be made. Onflo offers two options: <\/span>POST<\/b> and <\/span>PUT<\/b>.<\/span><\/p>

  • POST<\/b> means \u201chere is something new, please add it.\u201d Use this when each Onflo event should create a new record on the other side - for example, a new case in Salesforce for every new ticket. This can also be used to update data in other systems.<\/span><\/li>
  • PUT<\/b> means \u201chere is the latest version, please save it.\u201d Use this when the other system should update an existing record instead of creating another one.<\/span><\/li><\/ul>

    If you are not sure which to pick, ask the team that owns the receiving system. They will know which one their address expects. Choosing the wrong one usually results in an error rather than duplicate data.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    Request Format<\/i><\/b><\/h5>

    The language the information is written in. All three options carry exactly the same content - they just arrange it differently, and the receiving system will only understand one of them.<\/span><\/p>

    • JSON<\/b> - the most common format used by modern systems. Choose this unless you have been told otherwise.<\/span><\/li>
    • XML<\/b> - an older format still used by some enterprise and finance systems.<\/span><\/li>
    • FORM-ENCODED<\/b> - the simplest format, a plain list of labels and values, like a web form being submitted.<\/span><\/li><\/ul>

      A useful comparison: the same address can be written as an envelope, a spreadsheet row, or a line of text. The address is identical; only the packaging differs. The receiving system tells you which packaging it accepts.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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      Authentication<\/i><\/b><\/h5>

      Proof that the message really is coming from you. Most systems will not accept data from a stranger, so they issue a credential first. Onflo supports four choices:<\/span><\/p>

      • None<\/b> - no proof required. Fine for testing, but rarely used for a live business system.<\/span><\/li>
      • API Key<\/b> - the receiving system gives you a <\/span>Header Name<\/b> and a <\/span>Value<\/b>, a bit like a named key and the key itself. You paste both in exactly as supplied.<\/span><\/li>
      • Basic Authentication<\/b> - a <\/span>Username<\/b> and <\/span>Password<\/b>, just like signing in to a website.<\/span><\/li>
      • Bearer Token<\/b> - a single long string of characters that acts as an all-in-one pass.<\/span><\/li><\/ul>

        Whichever option you choose, the values are always supplied by the receiving system, never created by you. If a customer does not know their credential, they need to ask whoever administers that system.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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        Headers<\/i><\/b><\/h5>

        Extra labels attached to the outside of the message, separate from the information inside it. Continuing the parcel comparison: the data you send is what is inside the box, and headers are the stickers on the outside - \u201cFragile\u201d, \u201cDepartment 12\u201d, \u201cAccount 4471\u201d. Some systems require a specific sticker before they will accept the parcel. You can add up to <\/span>5 headers<\/b>, and most customers need none at all.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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        Placeholders<\/i><\/b><\/h5>

        A placeholder is a fill-in-the-blank marker. Instead of typing one fixed ticket subject, you type {{ticket.subject}}, and Onflo swaps in the real subject of whichever ticket triggered the workflow.<\/span><\/p>

        It works exactly like a mail-merge field in a letter. You write \u201cDear {{name}}\u201d once, and each printed letter shows a different real name. Ticket placeholders all begin with ticket. and asset placeholders all begin with asset. - so {{ticket.subject}} and {{asset.serialNumber}}. Onflo lists every available placeholder for you, so you never need to memorise or guess them.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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        Secret key<\/i><\/b><\/h5>

        A private code Onflo attaches to every message it sends, which the receiving system can check to confirm the data genuinely came from Onflo and not from an impostor. Think of it as a wax seal on a letter. Onflo generates it automatically - you only ever need to copy it and give it to the receiving system\u2019s technical team.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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        Payload<\/i><\/b><\/h5>

        Simply the information being sent. If a colleague says \u201ccheck the payload\u201d, they mean \u201clook at what was actually sent.\u201d<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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        200 OK<\/i><\/b><\/h5>

        The receiving system\u2019s way of saying \u201creceived, thank you.\u201d <\/span>200<\/b> is the success code every system uses. Codes in the 400s usually mean the message was rejected - often wrong credentials or a wrong address - and codes in the 500s mean the receiving system itself had a problem.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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        Before you start<\/b><\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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        Collect these three things from the team that owns the receiving system before you open Onflo. Having them ready turns setup into a five-minute job.<\/span><\/p>

        • The <\/span>Endpoint URL<\/b> they want Onflo to send to.<\/span><\/li>
        • Which <\/span>Request Method<\/b> (POST or PUT) and <\/span>Request Format<\/b> (JSON, XML or FORM-ENCODED) their address expects.<\/span><\/li>
        • Any <\/span>credential<\/b> required - an API key, a username and password, or a bearer token - plus any required headers.<\/span><\/li><\/ul>

          You will also need access to <\/span>Settings<\/b> in Onflo, since both webhooks and workflows are configured there.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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          Part 1: Create a Webhook in Settings<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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          Step 1. Open the Webhooks page<\/b><\/h4>

          Go to <\/span>Settings<\/b> and, in the left-hand menu, open <\/span>Integration Hub<\/b> then <\/span>Webhooks<\/b>. This page lists every webhook in the account, with its <\/span>Name<\/b>, its <\/span>Endpoint<\/b>, its <\/span>Status<\/b>, and a <\/span>Test<\/b> button.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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          Step 2. Fill in the webhook details<\/h4>

          Click + Add Webhook<\/span> at the top right to open the Create a Webhook<\/span> screen, then complete the fields.<\/p>

          1. Name<\/span> (required) - a short label you will recognise later. This is the name you will pick from a list when you build the workflow, so make it obvious: Salesforce, not Integration 2.<\/li>
          2. Description<\/span> (optional but recommended) - one line explaining what this webhook does and why it exists, for example \u201cThis will replicate the Ticket created in Onflo in Salesforce\u201d. Six months from now, this is the field that saves someone from guessing.<\/li>
          3. Endpoint URL<\/span> (required) - paste the address supplied by the receiving system, exactly as given.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            Step 3. Choose the Request Method<\/b><\/h4>

            Open the <\/span>Request Method<\/b> list and choose <\/span>POST<\/b> or <\/span>PUT<\/b>, following the guidance in Key terms above. POST creates something new on the receiving side; PUT updates what is already there.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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            <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            \n\t\t\t
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            Step 4. Choose the Request Format<\/b><\/h4>

            Open the <\/span>Request Format<\/b> list and choose <\/span>JSON<\/b>, <\/span>XML<\/b> or <\/span>FORM-ENCODED<\/b>. Match whatever the receiving system asked for - if nobody has specified, JSON is the safest default.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

            \n\t\t\t\t\t\t
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            <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
            \n\t\t\t\t\t\t
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            Step 5. Set up Authentication<\/b><\/h4>

            Select the option the receiving system requires. Onflo shows the matching fields as soon as you choose, and every value should be pasted in exactly as supplied - these credentials are case-sensitive and a stray space will cause a rejection.<\/span><\/p>

            API Key<\/b><\/p>

            Enter the <\/span>Header Name<\/b> and the <\/span>Value<\/b> given to you. The value is hidden as you type; use the eye icon to reveal it if you need to check it.<\/span><\/p>

            \u00a0<\/b><\/p>

            Basic Authentication<\/b><\/p>

            Enter the <\/span>Username<\/b> and <\/span>Password<\/b> for the receiving system.<\/span><\/p>

            \u00a0<\/b><\/p>

            \u00a0<\/b><\/p>

            \u00a0<\/b><\/p>

            \u00a0<\/b><\/p>

            Bearer Token<\/b><\/p>

            Paste the token into the single <\/span>Bearer Token<\/b> field. Tokens are long, so copy and paste rather than typing them out.<\/span><\/p>

            \u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

            \n\t\t\t
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            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
            \n\t\t\t\t
            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            \n\t\t\t
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            Step 6. Add headers if they are required<\/h4>

            Click Add Header(s)<\/span> to open the dialog, enter a Header Name<\/span> and Value<\/span>, then click Add<\/span>. The button shows how many you have left - you can add up to 5 headers<\/span> in total. Click Save<\/span> when you are done.<\/p>

            Most customers need no headers at all. Only add one if the receiving system explicitly asked for it.<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

            \n\t\t\t\t\t\t
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            <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            Step 7. Test the webhook before saving<\/b><\/h4>

            Click <\/span>Test Webhook<\/b> at the bottom of the screen. A panel opens on the right with a sample message already prepared, so you can confirm the connection works before you commit to anything. The sample changes to match the Request Format you selected.<\/span><\/p>

            With <\/span>JSON<\/b> selected, the panel shows a <\/span>Request JSON Body<\/b> containing a small example message.<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            With <\/span>XML<\/b> selected, the same sample appears as a <\/span>Request XML Body<\/b>.<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            With <\/span>FORM-ENCODED<\/span> selected, you enter <\/span>Request URL parameters<\/span> instead - a simple list of <\/span>Key<\/span> and <\/span>Value<\/span> pairs. Use <\/span>Add Parameters<\/span> to add more rows, or the bin icon to remove one.<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span>Click <\/span>Send Test<\/span>. A <\/span>Webhook test successful<\/span> confirmation appears, along with the response from the receiving system. A green <\/span>200 OK<\/span> badge means the message was accepted. The <\/span>Response Body<\/span> tab shows what the other system sent back.<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/p>

            The <\/span>Response Header<\/span> tab lists the technical labels that came back with the reply. You will rarely need this, but it is useful evidence when a customer\u2019s technical team is investigating a problem.<\/span><\/p>

            \u00a0<\/span><\/p>

            \u00a0<\/p>

            Use <\/span>Show Request Body<\/span> to switch back and re-check exactly what was sent.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

            \n\t\t\t
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            \n\t\t\t\t
            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            Step 8. Create the webhook<\/b><\/h4>

            Once the test succeeds, click <\/span>Create<\/b>. A <\/span>Webhook created successfully<\/b> message appears and the new webhook is added to the list with a green <\/span>Active<\/b> badge.<\/span><\/p>

            The webhook now exists, but it is not doing anything yet. It only sends data once you use it inside a workflow - that is Part 3.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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            \n\t\t\t\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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            Part 2: Manage Existing Webhooks<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
            \n\t\t\t\t\t\t
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            Test any webhook from the list<\/b><\/h4>

            Every row on the Webhooks page has a <\/span>Test<\/b> button, so you can re-check a connection at any time without opening or editing the webhook. This is the quickest first step whenever a customer reports that data has stopped arriving.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

            \n\t\t\t
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            <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
            \n\t\t\t\t\t\t
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            Row actions<\/b><\/h4>

            The three-dot menu at the end of each row offers <\/span>Edit<\/b>, <\/span>Clone<\/b>, <\/span>Deactivate<\/b>, <\/span>Delete<\/b> and <\/span>Go to Workflow<\/b>.<\/span><\/p>

            • Edit<\/b> - change any detail of the webhook.<\/span><\/li>
            • Clone<\/b> - copy it as the starting point for a similar one. Handy when a customer needs several webhooks pointing at the same system with different data.<\/span><\/li>
            • Deactivate<\/b> - pause it without deleting it.<\/span><\/li>
            • Delete<\/b> - remove it permanently.<\/span><\/li>
            • Go to Workflow<\/b> - jump straight to the workflows that use this webhook.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
              \n\t\t\t
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              <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              Deactivate and reactivate<\/b><\/h4>

              Choosing <\/span>Deactivate<\/b> asks for confirmation and warns that <\/span>\u201cThis webhook must be reactivated to be used.\u201d<\/b> Deactivating is the right choice when a customer wants to pause an integration temporarily - during a system migration, for example - because it keeps all the settings and credentials intact.<\/span><\/p>

              \u00a0<\/p>

              A deactivated webhook shows a grey <\/span>Inactive<\/span> badge, and its menu now offers <\/span>Activate<\/span> to switch it back on.<\/span><\/p>

              Always suggest Deactivate before Delete - deleting loses the settings and credentials for good.<\/span><\/em><\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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              \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              The webhook detail page<\/b><\/h4>

              Click a webhook\u2019s name to open its detail page. Three tabs are available - <\/span>Details<\/b>, <\/span>Event Subscription<\/b> and <\/span>Activity<\/b> - and an <\/span>Actions<\/b> menu sits at the top right.<\/span><\/p>

              The <\/span>Details<\/b> tab summarises the <\/span>Endpoint<\/b>, <\/span>Request method<\/b>, <\/span>Request format<\/b>, who <\/span>Created<\/b> it and when, and the <\/span>Authentication<\/b> type. Below that sits the <\/span>Secret key<\/b>, hidden by default with a <\/span>Show Key<\/b> toggle, plus <\/span>Copy Key<\/b> and <\/span>Reset Key<\/b> buttons and the note <\/span>\u201cThis key allows you to verify your data is coming from Onflo.\u201d<\/b><\/p>

              Use <\/span>Copy Key<\/b> to send the secret key to the receiving system\u2019s technical team. <\/span>Reset Key<\/b> replaces it with a new one, which means the receiving system must be updated with the new key or it may start rejecting Onflo\u2019s messages.<\/span><\/p>

              The <\/span>Actions<\/b> menu on this page mirrors the row menu: <\/span>Edit<\/b>, <\/span>Clone<\/b>, <\/span>Deactivate<\/b>, <\/span>Delete<\/b> and <\/span>Go to Workflows<\/b>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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              Part 3 - Use a Webhook in a Ticket workflow<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              A workflow is the \u201cwhen this happens, do that\u201d rule. Creating the webhook gave Onflo the phone number; the workflow decides when to make the call and what to say.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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              Step 1. Open the workflow<\/b><\/h4>

              Go to <\/span>Settings > Workflows<\/b> and choose <\/span>Tickets<\/b>. Use <\/span>+ Add Workflow<\/b> for a new rule, or click an existing workflow name to edit it. The list shows each <\/span>Workflow Name<\/b>, its <\/span>Trigger Name<\/b>, whether it <\/span>Is Active<\/b>, its <\/span>Description<\/b> and any <\/span>Expiry Date<\/b>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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              Step 2. Add the Trigger Webhook action<\/b><\/h4>

              Inside the workflow, <\/span>When this happens<\/b> sets the trigger - for example <\/span>New Ticket Created<\/b>. <\/span>Only continue if...<\/b> lets you narrow things down with conditions, so the webhook only fires for the tickets you care about. Under <\/span>Do these actions<\/b>, open <\/span>Select Action Type<\/b> and choose <\/span>Trigger Webhook<\/b>. The other options in that list are <\/span>Update Ticket Details<\/b> and <\/span>Perform Ticket Operations<\/b>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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              Step 3. Pick the webhook<\/b><\/h4>

              Click <\/span>Action Setup<\/b>. The <\/span>Configure Webhook Details<\/b> panel opens. Open the <\/span>Webhook<\/b> list and choose the webhook you created in Part 1 - only active webhooks appear here.<\/span><\/p>

              \u00a0<\/p>

              \u00a0<\/span><\/p>

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              Once selected, the panel confirms the <\/span>Endpoint URL<\/span> and <\/span>Method<\/span> from the webhook\u2019s settings, so you can see at a glance that you picked the right one. Below that, you build the message body - a table of <\/span>Key<\/span> and <\/span>Value<\/span> rows. Use <\/span>Add Parameters<\/span> to add rows and the bin icon to remove them.<\/span><\/p>

              \u00a0<\/p>

              \u00a0<\/span><\/p>

              Think of each row as one line on a form you are filling in for the other system. The <\/span>Key<\/span> is the label - the name the receiving system expects, so it must be spelled exactly as their team specified. The <\/span>Value<\/span> is what goes in that box, and this is where placeholders come in.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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              Step 4. Insert placeholders as the values<\/b><\/h4>

              Click <\/span>View Available Placeholders<\/b> to open the full list. Every entry shows the placeholder itself, such as {{ticket.caseno}}, with its plain-English meaning underneath, such as Ticket Number.<\/span><\/p>

              \u00a0<\/span><\/p>

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              Use the <\/span>Search<\/span> box to find one quickly - typing \u201cSubje\u201d narrows the list to {{ticket.subject}}.<\/span><\/p>

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              Hover over a placeholder and a <\/span>Copy<\/span> icon appears. Click it to copy the placeholder, then paste it into the <\/span>Value<\/span> box for the matching row. Copying rather than typing avoids the single most common mistake - a mistyped placeholder, which sends the literal text instead of the real data.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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              Step 5. Save<\/b><\/h4>

              Repeat until every row has a Key and a Value, then click <\/span>Save<\/b>. In the example below, the receiving system will get the ticket\u2019s subject under the key TestSubject and its description under the key Ticket Description.<\/span><\/p>

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              Save the workflow itself as well, and make sure it is switched on in the workflow list. From this point on, every ticket that matches the trigger and conditions sends its data automatically.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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              Part 4 - Use a Webhook in an Asset Workflow<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              Asset workflows work in exactly the same way; only the trigger and the placeholders differ. Go to <\/span>Settings > Workflows<\/b> and choose <\/span>Assets<\/b>, then follow the same steps: pick a trigger, add the <\/span>Trigger Webhook<\/b> action, open <\/span>Action Setup<\/b>, select your webhook and map the body.<\/span><\/p>

              An asset trigger such as <\/span>New Asset Added<\/b> also offers a <\/span>Via<\/b> field, so you can restrict the rule to assets added a particular way - for example only those added by <\/span>Import<\/b>. This is useful when a customer only wants their asset register to sync during bulk imports and not on every manual edit.<\/span><\/p>

              \u00a0<\/span><\/p>

              The <\/span>Available Placeholders<\/span> panel now lists asset fields instead of ticket fields - Serial Number, Asset ID, Supplier, Cost, Funding Source, Purchase Order, Purchase Date, Delivery Date, Warranty End Date, Disposal Date and more. They all begin with asset. rather than ticket.<\/span><\/p>

              Ticket placeholders only work in Ticket workflows, and asset placeholders only in Asset workflows.<\/b><\/em><\/p>

              This is the second most common setup mistake. If someone pastes {{ticket.subject}} into an Asset workflow, there is no ticket involved, so there is nothing for Onflo to fill in. Always open the placeholder list from inside the workflow you are editing and only use what it offers you.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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              Confirming that it worked<\/b><\/h4>

              There are three independent places to check, and between them they answer almost every \u201cdid it fire?\u201d question a customer will ask.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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              1. The Ticket Log<\/b><\/h5>

              Open the ticket and go to the <\/span>Log<\/b> tab. Each workflow that ran is listed with a timestamp, and a webhook action appears as <\/span>Triggered Webhook:<\/b> followed by the webhook\u2019s name. If you can see that line, Onflo did its job and sent the data.<\/span><\/p>

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              2. The Event Subscription tab<\/b><\/h5>

              On the webhook\u2019s detail page, <\/span>Event Subscription<\/b> lists every workflow currently using this webhook, with its <\/span>Module<\/b> (Tickets or Assets) and a <\/span>Go to workflow<\/b> link. If a customer says nothing is being sent, check here first - an empty list means the webhook was created but never attached to a workflow, which is the single most common cause.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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              3. The Activity tab<\/b><\/h5>

              Activity<\/b> is the delivery history. Each attempt shows the <\/span>Trigger Time<\/b>, the <\/span>Webhook Name<\/b>, the <\/span>Event<\/b> that caused it, and a <\/span>Status<\/b> such as a green <\/span>Success<\/b>. This is the definitive record of whether a message left Onflo and how the other system answered.<\/span><\/p>

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              \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              \n\t\t\t\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              Frequently asked questions<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              Do I need to be technical to set up a webhook?<\/i><\/b><\/h5>

              No. You do need three pieces of information from the team that owns the receiving system - the endpoint URL, the method and format, and any credential. Once you have those, everything in Onflo is filling in labelled fields and copying placeholders from a list.<\/span><\/p>

              Where do I get the Endpoint URL and credentials?<\/i><\/b><\/h5>

              Always from the receiving system, never from Onflo. Whoever administers Salesforce, Teams or the internal application will provide them. Onflo cannot generate or look them up.<\/span><\/p>

              Can one webhook be used in more than one workflow?<\/i><\/b><\/h5>

              Yes. Create it once and select it in as many Ticket and Asset workflows as you need. The <\/span>Event Subscription<\/b> tab shows you everywhere it is being used.<\/span><\/p>

              Can one workflow trigger more than one webhook?<\/i><\/b><\/h5>

              Yes. Use <\/span>Add Action<\/b> in the workflow to add another <\/span>Trigger Webhook<\/b> action and configure it separately.<\/span><\/p>

              What is the difference between Deactivate and Delete?<\/i><\/b><\/h5>

              Deactivate<\/b> pauses the webhook but keeps every setting and credential, so <\/span>Activate<\/b> brings it straight back. <\/span>Delete<\/b> removes it permanently and it must be rebuilt from scratch. When a customer is unsure, deactivate.<\/span><\/p>

              Does testing a webhook send real customer data?<\/i><\/b><\/h5>

              No. <\/span>Test Webhook<\/b> sends a small sample message that Onflo prepares, not a real ticket or asset. It is safe to use while you are setting things up. Do bear in mind that the receiving system will still record having received something.<\/span><\/p>

              How many headers can I add?<\/i><\/b><\/h5>

              Up to <\/span>5<\/b>. The Add button shows how many you have left. Most integrations need none.<\/span><\/p>

              What happens if I reset the Secret key?<\/i><\/b><\/h5>

              Onflo starts using a new key immediately. If the receiving system is checking the old one, it may begin rejecting messages until its technical team is given the new key. Only reset when there is a reason to, such as a suspected leak.<\/span><\/p>

              Why is my placeholder appearing as literal text in the other system?<\/i><\/b><\/h5>

              Almost always a typo, or a ticket placeholder used in an Asset workflow (or the reverse). Delete the value, reopen <\/span>View Available Placeholders<\/b>, and copy it with the Copy icon.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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              Troubleshooting<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              • Nothing is being sent at all<\/b> - check the webhook is <\/span>Active<\/b>, check the <\/span>Event Subscription<\/b> tab actually lists a workflow, and check the workflow itself is switched on in the workflow list.<\/span><\/li>
              • The test fails with a 400-range code<\/b> - the message reached the other system and was rejected. Usually the credentials or the Endpoint URL. Re-copy both, watching for trailing spaces.<\/span><\/li>
              • The test fails with a 500-range code<\/b> - the other system had an internal problem. Nothing in Onflo will fix it; the customer needs to contact that system\u2019s support team.<\/span><\/li>
              • The test cannot connect at all<\/b> - check the Endpoint URL is complete, starts with https:\/\/, and has not expired. Temporary testing addresses such as webhook.site links stop working after a while.<\/span><\/li>
              • Data arrives but the wrong fields are populated<\/b> - the <\/span>Key<\/b> names must match exactly what the receiving system expects, including capitalisation. Confirm the expected key names with their team.<\/span><\/li>
              • Data arrives but some values are empty<\/b> - the placeholder is valid but that field was blank on the ticket or asset. Check the record itself rather than the webhook.<\/span><\/li>
              • Placeholders appear as literal text<\/b> - a typo, or the wrong type of placeholder for the workflow. Re-copy from the placeholder panel.<\/span><\/li>
              • It worked before and has now stopped<\/b> - check the <\/span>Activity<\/b> tab for when it last succeeded, then ask whether the credential was rotated, the Secret key was reset, or the endpoint moved.<\/span><\/li><\/ul>

                A reliable rule of thumb: if <\/span>Test Webhook<\/b> succeeds but no live data is arriving, the problem is in the workflow. If <\/span>Test Webhook<\/b> itself fails, the problem is in the webhook settings or the receiving system.<\/span><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                Automatically send Onflo ticket and asset information to your other business systems. Overview Webhooks let Onflo automatically send information to another system the moment something happens. When a ticket is created or an asset is added, Onflo can instantly push the details you choose - the subject, the description, the asset ID - into a...<\/p>\n","protected":false},"author":44,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[450,409],"class_list":["post-17162","post","type-post","status-publish","format-standard","hentry","category-best-practices","category-how-to-articles","tag-integrations","tag-webhooks"],"_links":{"self":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts\/17162","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/users\/44"}],"replies":[{"embeddable":true,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/comments?post=17162"}],"version-history":[{"count":22,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts\/17162\/revisions"}],"predecessor-version":[{"id":17248,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts\/17162\/revisions\/17248"}],"wp:attachment":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/media?parent=17162"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/categories?post=17162"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}