Webhooks - Receiving Platform Events
Webhooks are how New Instance pushes events to your servers the moment they happen - a ticket is created, a customer signs in, an alert fires - so your systems react in real time instead of polling.
You configure the destination URL (and a shared secret) in the dashboard; your backend implements the receiver. This section documents every outbound event the platform sends: the payloads, the signature scheme and verification code, and the delivery guarantees you must design for.
| Event family | Configured at | Signed? |
|---|---|---|
Support-ticket events (ticket.created / ticket.updated / ticket.comment_added) | Support Tickets → Settings → Integration (webhookUrl + webhookSecret) | Yes - HMAC-SHA256 |
Customer authentication (customer.authenticate) | Support Portal → Customer access → General login | Yes - HMAC + AES-256-GCM credentials |
| BugWatch alert-rule webhooks | BugWatch → Alerts → rule webhookUrl | No (see sub-folder) |
Delivery semantics (v1): fire-and-forget · 5-second timeout · no retries · duplicate deliveries are not expected but design your handler to be idempotent anyway. Respond 2xx fast - do heavy work async.
URL requirements: HTTPS in production. Private/internal addresses (RFC1918, loopback, link-local, CGNAT, cloud-metadata ranges) are rejected at save time and re-checked at send time via DNS resolution.