Install and configure Webhook Relay

Short description (portal field): Install Webhook Relay in Freshdesk or Freshdesk Omni to forward ticket, conversation, and agent availability events to up to five HTTPS webhook URLs.

TABLE OF CONTENTS

• Install and configure Webhook Relay
• Prerequisites
• Overview
• Configure destination webhook URLs
• Select events to forward
• Payload delivery and endpoint expectations
• Update settings or uninstall
• Troubleshooting

Prerequisites

Complete the following before Webhook Relay is installed or updated:

• The role is account administrator in Freshdesk or Freshdesk Omni.

• At least one destination webhook URL is ready. Each URL must use HTTPS (https://).

• The event types to forward are decided in advance (ticket, conversation, and/or agent availability).

Overview

Webhook Relay sends updates from Freshdesk or Freshdesk Omni to external HTTPS endpoints. When a selected event occurs, the app forwards the payload from Freshworks to every configured webhook URL without modifying the content.

When to use Webhook Relay

• Sync ticket and conversation updates with an internal database or CRM.

• Trigger workflows in automation platforms (for example, Zapier or Make) when tickets or replies change.

• Propagate agent availability changes to external tools.

What Webhook Relay does not do

• Add authentication headers or credentials to outbound requests. Destination endpoints must be secured separately.

• Change or reformat payloads from Freshworks.

• Forward events outside ticket, conversation, and agent availability updates for Freshdesk and Freshdesk Omni.

Install Webhook Relay

To install the app:

1. Go to Admin > Apps > Get more apps (or open the Marketplace entry point for the account).

2. Search for Webhook Relay, and open the app page.

3. Click Install, and complete the installation flow.

4. Enter destination webhook URLs and select the events to forward.

5. Click Install or Save to finish.

Configure destination webhook URLs

Between one and five webhook URLs can be configured. When a selected event occurs, Freshdesk sends the same update to every configured URL.

Add or remove webhook URLs

1. Under Webhook Configuration, enter the primary URL in the Webhook 1 field. The URL must begin with https://.

2. Click Add Webhook to add more URL fields (up to five total).

3. Click the delete icon on a row to remove that URL field.

URL requirements

Example URLs

Select events to forward

Webhook Relay forwards only the events that are selected. At least one event must be selected before installation or settings can be saved.

Events appear under Freshdesk / Freshdesk Omni events:

Event names in the payload

Each notification includes an event name so downstream systems can route or filter updates:

• New ticket created — onTicketCreate

• Ticket details updated — onTicketUpdate

• New reply or note added — onConversationCreate

• Reply or note updated — onConversationUpdate

• Agent availability status changed — onAgentAvailabilityUpdate

Select events in app settings

1. In app settings, go to Select which Freshworks events should be sent to webhooks.

2. Open each multi-select: On Ticket, On Conversation, and On Agent Availability.

3. Select one or more options in each group as needed.

4. Save installation settings.

If no event is selected, save is blocked and a message prompts selection of at least one event.

Payload delivery and endpoint expectations

When a selected event occurs, Webhook Relay sends an HTTP notification to all saved webhook URLs. The message contains ticket, conversation, or agent details as provided by Freshdesk.

The receiving service should:

1. Accept POST requests with a JSON body.

2. Return a success HTTP status when processing succeeds. Responses in the 4xx or 5xx range may be logged as delivery failures on the Freshworks side.

3. Handle retries idempotently if the endpoint or Freshworks retries delivery.

Multiple destinations

If three webhook URLs are configured and onTicketCreate is selected, three outbound calls are made—one per URL—with the same payload each time.

Update settings or uninstall

Update settings

1. Go to Admin > Apps > Installed apps.

2. Open Webhook Relay, and select Settings (or Configure).

3. Update webhook URLs and/or event selections.

4. Click Save. Updated settings apply only to events that occur after save.

Uninstall

1. Go to Admin > Apps > Installed apps.

2. Locate Webhook Relay, and select Uninstall.

3. Confirm uninstallation. Forwarding stops immediately; external endpoints no longer receive events from this app.

Troubleshooting

Webhook URL does not receive updates

Unable to save app settings

One webhook works; another does not

Each URL is called independently. A failure on one URL does not stop delivery to the others. Fix the failing endpoint and review Freshworks app logs if the account plan includes them.