Webhook Macro

The SupportPal webhook macro sends ticket events to Konrado.AI so new tickets and replies appear in the dashboard.

Estimated time: 10 minutes

Before You Start

• SupportPal connected in Konrado.AI.
• The SupportPal Webhook Token generated by Konrado.AI.
• SupportPal operator/admin permission to create ticket macros.

What This Connects

The macro sends ticket event IDs and ticket IDs to Konrado.AI. Konrado.AI uses the SupportPal API connection to read the full ticket context.

Webhook Settings

Use these values when creating the macro:

Use this JSON 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 }}"
}

Select these ticket events:

• New ticket opened
• User reply posted
• Operator reply posted

You can also select events such as message updated, department updated, or status updated, but that increases webhook volume.

Create the Macro

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

Enter the webhook settings, add the Trigger webhook action, paste the JSON body, and submit the macro.

Confirm the macro exists in the Hook tab and is enabled.

Test with Curl

From any machine that can reach Konrado.AI, you can verify the endpoint and token format with:

curl -i -X POST https://app.konrado.ai/api/v1/webhooks/supportpal/ticket \
  -H "Authorization: <Webhook Token from Konrado.AI>" \
  -H "Content-Type: application/json" \
  -d '{"source":"supportpal","eventType":"ticket.activity","eventId":"manual-test-1","occurredAt":"2026-04-30T12:00:00.000Z","ticketId":"123"}'

Replace ticketId with a real SupportPal ticket ID for an end-to-end test.

Verify

Create or update a SupportPal ticket. In Konrado.AI, open Tickets and confirm the ticket appears and links back to SupportPal.

Troubleshooting

Remove

Disable or delete the KonradoAI Hook macro in SupportPal, then delete the SupportPal integration in Konrado.AI if you want to stop all ticket sync.