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, 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.
• Use the Refresh button to reload the data after making changes in your PSA

Manual Webhook Configuration (Halo, Syncro, Kaseya BMS)

Halo, 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.

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.

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