Webhooks in CloudRadial can be triggered when users submit tickets or feedback. The body of the webhook will be in JSON format and will contain the information provided in the request. Use webhooks to further integrate CloudRadial into your own automations.
Webhooks are available from:
- Problem Reports
- Service Requests
- Feedback
- Policy Alerts
- Report Archive Alerts
To specify a webhook, provide the full webhook URL under the Routing option.
Uniquely Identifying Question Responses
To make sure you can identify specific ticket fields in your form, you specify a JSON Id for the field. This code is added to the JSON response to identify the value provided by a user. JSON Ids are under the "Show more options..." link at the bottom of a question form.
Testing
You can see the output of the webhook, using the free services Website.Hook - https://webhook.site or Pipedream - https://pipedream.com.
Create an account in Pipedream and create a new HTTP / Webhook workflow. This will create an webhook URL you can enter in to CloudRadial. Then, you can test webhook execution by submitting tickets. You can leave the values for PSA Board and Email blank so that no ticket is triggered in your PSA and only via the webhook.
Sample JSON Return Value
{ "User": { "UserEmail": "email@sampleemail.com", "UserFirstName": "Firstname", "UserLastName": "Lastname", "UserMobile": "214-555-1212 ", "UserPhone": "469-555-1212", "UserPsaId": 1379, "UserOfficeId": "ffffffff-ffff-ffff-ffff-ffffffffffff", "UserIsAdmin": true, "UserIsPriority": true }, "Company": { "CompanyName": "Digital Efforts", "CompanyPsaId": 13236, "CompanyTenantId": "ffffffff-ffff-ffff-ffff-ffffffffffff" }, "Ticket": { "TicketId": 0,
"TicketString": "0", "TicketSubject": "Test - Test Webhook", "TicketDescription": "Sample JSON Webhook", "TicketEstimatedTime": 0, "CheckList": "", "Script": "$email = \"Test\"\r\nWrite-Host $email", "Questions": [ { "Id": "SubjectId", "Label": "Subject", "Value": "Test" } ] }, "Feedback": { "FeedbackRating": 0, "FeedbackSentiment": 0, "FeedbackComment": "", "FeedbackPhone": "" }, "Routing": { "RoutingBoard": "", "RoutingStatus": "", "RoutingType": "", "RoutingSubType": "", "RoutingItem": "", "RoutingPriority": "", "RoutingSource": "", "RoutingIsNeedsApproval": false }, "Agent": { "AgentId": 0, "AgentFirstName": "", "AgentLastName": "", "AgentEmail": "" } }
Power Automate Schema
To create an "Instant Flow" in Power Automate (formerly Microsoft Flow), choose the "When an HTTP request is received" option, expand that option and paste in the JSON schema as provided below.
Then, connect that to your Power Automate steps. Take the URL that's provided by this step and paste it back into CloudRadial in the catalog item required.
{ "type": "object", "properties": { "User": { "type": "object", "properties": { "UserEmail": { "type": "string" }, "UserFirstName": { "type": "string" }, "UserLastName": { "type": "string" }, "UserMobile": { "type": "string" }, "UserPhone": { "type": "string" }, "UserPsaId": { "type": "integer" }, "UserOfficeId": { "type": "string" }, "UserIsAdmin": { "type": "boolean" }, "UserIsPriority": { "type": "boolean" } } }, "Company": { "type": "object", "properties": { "CompanyName": { "type": "string" }, "CompanyPsaId": { "type": "integer" }, "CompanyTenantId": { "type": "string" } } }, "Ticket": { "type": "object", "properties": { "TicketId": { "type": "integer" }, "TicketSubject": { "type": "string" }, "TicketDescription": { "type": "string" }, "TicketEstimatedTime": { "type": "integer" }, "CheckList": { "type": "string" }, "Script": { "type": "string" }, "Questions": { "type": "array", "items": { "type": "object", "properties": { "Id": { "type": "string" }, "Label": { "type": "string" }, "Value": { "type": "string" } }, "required": [ "Id", "Label", "Value" ] } } } }, "Feedback": { "type": "object", "properties": { "FeedbackRating": { "type": "integer" }, "FeedbackSentiment": { "type": "integer" }, "FeedbackComment": { "type": "string" }, "FeedbackPhone": { "type": "string" } } }, "Routing": { "type": "object", "properties": { "RoutingBoard": { "type": "string" }, "RoutingStatus": { "type": "string" }, "RoutingType": { "type": "string" }, "RoutingSubType": { "type": "string" }, "RoutingItem": { "type": "string" }, "RoutingPriority": { "type": "string" }, "RoutingSource": { "type": "string" }, "RoutingIsNeedsApproval": { "type": "boolean" } } }, "Agent": { "type": "object", "properties": { "AgentId": { "type": "integer" }, "AgentFirstName": { "type": "string" }, "AgentLastName": { "type": "string" }, "AgentEmail": { "type": "string" } } } } }
Collect the inputs from CloudRadial:
the below is an example of a simple hook and how to pull out the data to use in Power Automate (Flow)
Flow (Example):
Flow entry breakdown:
variables('varQuestions')
outputs('Compose')['first']
outputs('Compose')['last']
outputs('Compose')['job title']
outputs('Compose')['mobile phone number')
Please note: CloudRadial allows you to use a JSON webhook URL to input raw data into Power Automate (Flow). The above example gives you an idea of how that data can pulled out and become useful to create different flows.
We support making sure the trigger from CloudRadial to JSON works but anything created in Power Automate is out of our support scope. If you have problems using Power Automate, please contact your Microsoft support.
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