Wrangle Webhooks

Using Wrangle Webhooks, you can listen for ticket events in Wrangle and respond to them in your own systems.

Wrangle Webhooks support the following top level event types:

• Ticket Creation - Triggered each time a new ticket is created.

• Ticket Updates - Triggered each time a ticket is updated.

Getting Started

To use Wrangle Webhooks, you'll need to be an account admin for your organization.

1. Navigate to the Webhooks page (Integrations > Webhooks).

2. Click Create Webhook.

3. Enter a Webhook URL: This must be a URL that you control that must respond with a 2xx status before Wrangle will start sending events to it.

4. Enter a Secret: Use this value in your application to verify that requests are from Wrangle. We will send all requests with a header in the format: Authorization: Bearer <secret>.

5. Optionally, select which events and inboxes you want to subscribe to. If you don't select any inboxes, we'll send events from all inboxes (except those marked explicitly as Confidential).

Webhook POST Body Format

For each webhook event, you'll receive the contents of the relevant Wrangle ticket under the ticket property, formatted in exactly the same shape as the Ticket body you receive via the Wrangle API. Ticket Created:

{
    occurredAt: {ISO_TIMESTAMP}, // ie 2026-09-08T17:35:41.397Z,
    activityType: 'ticketCreated',
    ticket: TICKET_BODY, // see https://docs.wrangle.io/integrations/wrangle-api/models#ticket
}

Ticket Updated:

{
    occurredAt: {ISO_TIMESTAMP}, // ie 2026-09-08T17:35:41.397Z,
    activityType: 'ticketUpdated',
    eventTypes : [], // types of updates. See below for details.
    ticket: TICKET_BODY, // see https://docs.wrangle.io/integrations/wrangle-api/models#ticket
}

You will receive updates for the following eventTypes:

• ASSIGNMENT_CHANGE - When a ticket is assigned to an agent, or marked as unassigned after being previously assigned.

• CSAT_SUBMISSION - When a customer satisfaction survey is submitted.

• DESCRIPTION_CHANGE - When the ticket's description is changed.

• FOLLOWER_ADDED_VIA_MENTION - When a ticket follower has been automatically added after being @mentioned in the Slack thread.

• FOLLOWER_CHANGE - When followers are added or removed.

• INBOX_CHANGE - When the ticket is moved to a different inbox.

• NAME_CHANGE - When the name of the ticket is changed.

• PRIORITY_CHANGE - When the ticket priority is changed.

• STATUS_CHANGE - When the ticket's status is changed.

• TAGS_CHANGE - When ticket tags are added or removed.

• TICKET_CLAIM - When an agent assigns a ticket to themselves.

• WORKFLOW_SUGGEST - When a Wrangle workflow is suggested to the ticket requester.