A webhook is an HTTP callback that pushes event information to a server endpoint. In the case of Zoho Desk, a webhook pushes relevant information to the callback URL whenever an event, such as adding a ticket or updating a contact, occurs in the help desk. You can receive any number of events through a single callback URL.
After receiving event information, the callback URL must send a 200 OK response back. Event receipt is considered failed if the callback URL sends a response other than 200 OK or fails to respond within 10 seconds of receiving event information. Similarly, a 410 Gone response results in automatic removal of the webhook subscription.
Zoho Desk supports both HTTP and HTTPS callback URLs. However, HTTPS callback URLs are strongly recommended because they ensure better security.
Also, keep in mind that not all users can create webhooks; the permission to create webhooks is profile-specific. What this means is that only those users who are assigned a profile with the Webhook permission enabled can create webhooks in your portal. To enable/disable the Webhook permission for a profile, go to
Setup ---> Users and Control ---> Permissions ---> Profiles, in the Zoho Desk UI.
The table below lists the number of webhooks offered in each Zoho Desk edition.
You can configure a maximum of 20 webhooks in your help desk portal. However, the number of webhooks that can be enabled depends on the Zoho Desk edition in use. For instance, if you use the Professional edition, you can configure 20 webhooks, out of which only 5 can be enabled at any given time.
If you upgrade the edition of your help desk portal, you can enable inactive webhooks using the
isEnabled key. On the contrary, if you downgrade to the Professional edition, the oldest 5 webhooks are retained and the others are disabled; and if you downgrade to the Free edition, all webhooks are disabled.