Connect Discord support with webhooks and the API

Webhook or API?

• Webhooks send you an event as soon as it happens, such as a new or closed ticket. Ideal for notifications and syncing.
• You query the REST API yourself, for example for a ticket list or statistics on your website.
• Both together: the webhook as a signal, the API for a ticket’s full data.

Setup

1. Business or Enterprise plan

   API and webhooks are included from Business: up to 5 keys and 3 webhooks, with Enterprise 20 and 10.

2. Create a webhook

   In the dashboard under “API & webhooks” you enter an HTTPS URL and choose the events. You receive a secret for signature verification.

3. Send a test

   “Test” sends an event of type ping. This checks reachability and the signature.

4. Process events

   Reply with a 2xx status within 5 seconds and handle longer tasks in the background.

Available events

• ticket.created and ticket.closed
• ticket.claimed and ticket.transferred
• ticket.status_changed and ticket.priority_changed
• ticket.transcript_created

Verify the signature

Every delivery carries the X-MeinTicketbot-Signature header with a timestamp and signature. The signature is HMAC-SHA256 over “time.raw body” with your webhook secret. Discard messages with a wrong signature or a timestamp older than five minutes. The full example code is in the help center.

$body = file_get_contents('php://input');
[$t, $v1] = sscanf($_SERVER['HTTP_X_MEINTICKETBOT_SIGNATURE'], 't=%d,v1=%s');
$ok = hash_equals(hash_hmac('sha256', $t . '.' . $body, $secret), $v1) && abs(time() - $t) < 300;

Help & docs

Receive reliably

• Failed deliveries are retried with growing intervals for up to 6 hours.
• After 10 failures in a row the webhook is paused and can be re-enabled in the dashboard.
• The X-MeinTicketbot-Delivery header contains a unique ID. Store it to detect duplicate deliveries.

Frequently asked questions

Related features