Webhook not triggering correctly


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!


Hi Matthew,

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