Webhook not triggering correctly


#1

Hey Sonar Community,

I set up some custom endpoints to use your webhook for “ticket.created” and “ticket.updated”.

Everything works perfectly fine with the exception that if a user emails into a ticket 2 times in a row without a reply from a staff member it does not trigger the webhook.

If a customer messages then a staff member replies and then that customer messages again everything works perfectly fine. It’s just when a customer makes a reply consecutively from there previous one it doesn’t trigger the endpoint.

EDIT: I can confirm by looking at the endpoint logs that the endpoint isn’t even being triggered.

Thanks for the help!


#2

Hi Matthew,

Please send this in to support so they can troubleshoot it and escalate to developers if necessary. support@sonar.software - thanks!