Add the SupportPal macro

The macro tells Konrado when a SupportPal ticket opens or gets a reply. It sends the ticket's ID, and Konrado reads the rest through the API connection. Without the macro, no ticket reaches Konrado. It takes about 10 minutes.

Before you start

SupportPal connected in Konrado: connect SupportPal.
The Webhook URL and the Webhook token from the Keys for SupportPal box in the connect form. Lost the token? Open the SupportPal row in Konrado, click Manage, then New token.
SupportPal admin access, with permission to create macros.

Webhook security

The webhook token tells Konrado that an event comes from your SupportPal. Paste it only into the macro's header. If it leaks, click New token under Manage and paste the new one into the macro. The old token stops working at once.

The macro's values

Setting	Value
Name	`KonradoAI`
Macro type	Hook
Enabled	Yes
Events	New ticket opened, User reply posted, Operator reply posted
Action	Trigger webhook
HTTP method	`POST`
Content type	`application/json`
Header	`Authorization`, with the webhook token as its value
Webhook URL	`https://app.konrado.ai/api/webhooks/supportpal/ticket`, as the connect form shows it

The body:

{
  "source": "supportpal",
  "eventType": "ticket.activity",
  "eventId": "sp-ticket-activity-{{ ticket.id }}-{{ ticket.updated_at|date('U') }}",
  "occurredAt": "{{ 'now'|date('Y-m-d\\TH:i:s.000\\Z') }}",
  "ticketId": "{{ ticket.id }}"
}

More events, such as a status or department change, also work. Each one sends another event to Konrado.

Create the macro

Open the hook macros

In SupportPal, open Settings › Tickets › Macros, click Add and switch to the Hook tab.

The SupportPal Macros page with the Hook tab selected

Fill in the macro

Enter the name, turn on Enabled, choose Hook as the type and select the three events.

The Add Macro page with the name KonradoAI, Enabled on, the Hook type and the three ticket events

Add the webhook action

Add the Trigger webhook action. Set the method, the content type, the header, the webhook URL and the body from the table above, then click Submit.

The Trigger webhook action with the Authorization header, the webhook URL and the JSON body

Check it is on

The macro shows on the Hook tab with Enabled set to Yes.

The Hook tab listing the KonradoAI macro as enabled

Test the address

From any machine, check the address and the token:

curl -i -X POST https://app.konrado.ai/api/webhooks/supportpal/ticket \
  -H "Authorization: <your webhook token>" \
  -H "Content-Type: application/json" \
  -d '{"source":"supportpal","eventType":"ticket.activity","eventId":"manual-test-1","occurredAt":"2026-04-30T12:00:00.000Z","ticketId":"123"}'

Use a real SupportPal ticket ID as ticketId to test the whole path.

Check it works

Open a test ticket in SupportPal. Choose a related product or service, so Konrado can match the WHMCS client. In Konrado, open the Inbox: the ticket is there, with a link back to SupportPal.

The SupportPal ticket form with a related product chosen

If something is wrong

What you see	What to do
The macro's test fails	Check that the method is `POST` and the content type is `application/json`
Konrado answers `401`	Copy the webhook token again, exactly as Konrado showed it. If it is lost, click New token under Manage and paste the new one
No ticket reaches Konrado	Check that the macro is enabled and that one of its events happened
Services and invoices are missing on the ticket	Check that WHMCS is connected and set as the Billing Platform of SupportPal

Remove the macro

Disable or delete the KonradoAI hook macro in SupportPal. To stop all tickets, also disconnect SupportPal in Konrado.

Add the SupportPal macro

On this page