Tickets

New to webhooks? Start with Getting started (envelope, delivery, retries) and Verification (confirming a request came from Grow CRM). Those conventions apply to every event below and are not repeated here.

Tickets expose all five keys: ticket.created, ticket.updated, ticket.deleted, ticket.sundry, ticket.activity.

The ticket object

Every key except .deleted carries this shape, either flat (.created) or nested under ticket (.updated/.sundry):

{
  "id": 88,
  "subject": "Can't log in",
  "status": { "id": 1, "title": "Open" },
  "priority": "high",
  "source": "email",
  "active_state": "active",
  "department": { "id": 1, "name": "Support" },
  "client": { "id": 12, "name": "Acme Inc" },
  "project_id": null,
  "dates": { "created": "2026-07-16T08:00:00.000000Z", "last_updated": "2026-07-16 08:12:00" },
  "replies_count": 2,
  "tags": []
}

Field	Type	Notes
`id`	integer	`ticket_id`.
`subject`	string
`status`	object	`{ id, title }`.
`priority`	string	`normal`, `high`, or `urgent`.
`source`	string	`web` or `email`.
`active_state`	string	`active` or `archived`.
`department`	object	`{ id, name }` — the ticket’s category, labelled as department.
`client`	object	`{ id, name }`.
`project_id`	integer\|null
`dates`	object	`created` is ISO 8601 with microseconds (`Ticket` recasts `ticket_created` via `CREATED_AT`); `last_updated` is a different, raw column (`ticket_last_updated`, not the `UPDATED_AT`-mapped `ticket_updated`) — stays a plain database timestamp.
`replies_count`	integer	Total reply count at the time of the event.
`tags`	array of strings

`ticket.created`

Fires when a ticket is created. There is no clone event for tickets. data is the full ticket object above.

{
  "event": "ticket.created",
  "id": 88,
  "created": "2026-07-16T08:00:00+00:00",
  "data": {
    "id": 88,
    "subject": "Can't log in",
    "status": { "id": 1, "title": "Open" },
    "priority": "normal",
    "source": "web",
    "active_state": "active",
    "department": { "id": 1, "name": "Support" },
    "client": { "id": 12, "name": "Acme Inc" },
    "project_id": null,
    "dates": { "created": "2026-07-16T08:00:00.000000Z", "last_updated": "2026-07-16 08:00:00" },
    "replies_count": 0,
    "tags": []
  }
}

`ticket.updated`

Fires on a significant change. data.change tells you which; data.ticket is the full object.

`change`	Fires when
`edited`	The main ticket edit form is saved.
`status`	The ticket’s status changes.
`active_state`	The ticket is archived or restored (single or bulk).

{
  "event": "ticket.updated",
  "id": 88,
  "created": "2026-07-16T08:05:00+00:00",
  "data": {
    "change": "status",
    "ticket": { "id": 88, "status": { "id": 3, "title": "Closed" }, "...": "..." }
  }
}

`ticket.sundry`

Fires on a minor, cosmetic field edit. data.field names it; data.ticket is the full object (same shape as .updated, just a lower-significance discriminator).

`field`	Fires when
`tags`	The ticket’s tags are changed.

{
  "event": "ticket.sundry",
  "id": 88,
  "created": "2026-07-16T08:07:00+00:00",
  "data": {
    "field": "tags",
    "ticket": { "id": 88, "tags": ["urgent"], "...": "..." }
  }
}

`ticket.activity`

Fires when a child record on the ticket changes. Tickets only produce type: "reply" — tickets use a threaded reply system rather than the generic comments used by other resources.

`type`	`action`	Item shape
`reply`	`added`, `updated`, `deleted`	`{ id, text, created }`

{
  "event": "ticket.activity",
  "id": 88,
  "created": "2026-07-16T08:10:00+00:00",
  "data": {
    "type": "reply",
    "action": "added",
    "item": { "id": 340, "text": "We're looking into this now.", "created": "2026-07-16T08:10:00.000000Z" }
  }
}

`ticket.deleted`

Fires after the ticket is deleted. data is just the id — the record no longer exists to describe.

{
  "event": "ticket.deleted",
  "id": 88,
  "created": "2026-07-16T08:15:00+00:00",
  "data": { "id": 88 }
}

Getting Started

Clients

Sales

Billing

Projects & Work

Support

Organisation

Tickets

Tickets

The ticket object

`ticket.created`

`ticket.updated`

`ticket.sundry`

`ticket.activity`

`ticket.deleted`

​Tickets

​The ticket object

​ticket.created

​ticket.updated

​ticket.sundry

​ticket.activity

​ticket.deleted

Tickets

The ticket object

`ticket.created`

`ticket.updated`

`ticket.sundry`

`ticket.activity`

`ticket.deleted`