Troubleshooting Triage Webhook Configuration

Verifying Your Triage Webhook Configuration

If triage is not processing tickets, you can use the built-in Diagnostics tool to verify that your PSA system has the correct webhook or callback registered with ServiceAI.

Accessing Triage Diagnostics

1. Go to Settings > Triage Settings.
2. Click the Diagnostics link at the bottom-left of the page, next to the Save button.
3. A diagnostics blade opens showing all PSA webhooks or callbacks that are registered with ServiceAI.

What You'll See

The diagnostics panel displays the raw webhook registration data from your PSA:

• ConnectWise: Auto-registered. Shows all system callbacks where the URL contains "serviceai," including the callback ID, URL, object type, and status flags
• Autotask: Auto-registered. Shows all TicketWebhooks whose name begins with "ServiceAI," including name, URL, active status, and configured events (create/update/delete)
• Zendesk: Auto-registered through the Zendesk integration setup
• Halo: Auto-registered when you save Triage settings. Shows each webhook that delivers to ServiceAI triage, including its ID, name, URL (with the secret hidden), whether it is active, its events, and whether ServiceAI manages it or it was set up manually
• Syncro, Kaseya BMS: Manually configured in the PSA. The webhook URL and shared secret are displayed in your Triage Settings page so you can copy them into the PSA's webhook configuration

What to Look For

• At least one active webhook pointing to your ServiceAI triage URL should be listed
• If no webhooks are listed, triage may not be receiving ticket notifications. Contact support or re-run the Triage Setup wizard.
• On Halo, an empty list means ServiceAI has not created a triage webhook yet. Save your Triage settings to create one, or add it manually
• Use the Refresh button to reload the data after making changes in your PSA

If Some Tickets Are Not Triaged

If your webhooks are registered and most tickets are triaged but some never appear in the Triage list, check the settings in Settings > Triage that skip tickets before triage runs:

• Ignore Tickets Rules: A ticket that matches an ignore rule is skipped silently and leaves no entry in the Triage list. If Also Match the Ticket Description is turned on, a short or general phrase can match many ticket bodies, so review your phrases for anything too broad.
• Excluded Sources: Tickets from the sources selected here are skipped by Triage
• Monitored boards, queues or groups: Only tickets in the ones you select are triaged

Manual Webhook Configuration (Syncro, Kaseya BMS)

Syncro and Kaseya BMS do not auto-register webhooks. Instead, ServiceAI generates a webhook URL and a shared secret, which you copy into your PSA's webhook configuration.

Halo registers its webhook automatically. Use the manual steps below for Halo only if automatic registration fails or you prefer to set up the webhook yourself.

Where to Find the Webhook URL and Secret

Go to Settings > Triage Settings. The Webhook Setup section shows the URL to register in your PSA along with a Copy URL button and a Regenerate Secret button.

Saving Triage Settings Does Not Rotate the Secret

Saving Triage Settings on a manual-webhook PSA never rotates the webhook secret. The webhook URL you have configured in your PSA stays valid across normal settings changes.

Regenerating the Secret

Click Regenerate Secret to invalidate the existing webhook URL and create a new one. The new URL becomes active immediately, so you must update the webhook configuration in your PSA before the next ticket arrives. ServiceAI shows a confirmation dialog before regenerating, with PSA-specific guidance for what to update. On Halo, select Save Settings after regenerating so ServiceAI points the webhook it created at the new URL. A webhook you created by hand in Halo must be updated there yourself.

If Triage Stops Receiving Tickets After a Settings Change

• Verify the webhook URL in your PSA still matches the URL shown in Triage Settings
• Confirm the URL contains the /triage/ path segment
• If you have recently regenerated the secret, copy the new URL into your PSA