Register and validate a Freshdesk webhook for ticket events

Steps

1. In Freshdesk Admin, navigate to Settings > Automations > Ticket Creation or Ticket Update rules, and add a new rule with an action of type 'Trigger Webhook'.
2. Set the webhook URL to your publicly reachable HTTPS endpoint, choose the HTTP method (POST), and select 'JSON' as the content type.
3. Configure the 'Custom Headers' section if your receiver requires signature verification — Freshdesk supports custom headers but does not send a built-in HMAC signature, so implement shared-secret verification via a custom header value you define.
4. In the 'Content' section, use Freshdesk placeholder variables (e.g., {{ticket.id}}, {{ticket.status}}, {{ticket.requester.email}}) to compose the JSON payload your endpoint will receive.
5. Save and activate the automation rule, then create a test ticket that satisfies the rule's conditions and inspect your endpoint's received payload.
6. Handle retries on your receiver side — Freshdesk retries failed webhook deliveries a limited number of times; implement idempotent processing keyed on ticket ID and event timestamp.