Webhooks are a highly effective way to automate processes and integrate systems in real time. Practically speaking, they work like “push notifications” between systems: when something happens in More Service, data is automatically sent to another system—without manual interaction or periodic API polling.
Used correctly, Webhooks drive efficiency, automation, better data quality, and faster information flow.
Below are the most common and valuable use cases:
1. Automate Workflows
Webhooks can immediately trigger actions in other systems whenever an event occurs in More Service, such as:
- Ticket creation
- Status updates
- New comments
- New attachments
This enables cross‑system automation without manual handling.
Example:
When a customer ticket is marked “Resolved,” an external CRM can automatically update the customer’s history and start a customer satisfaction survey.
2. Integrate More Service with External Systems
Webhooks can connect More Service to a wide range of solutions:
- CRM systems
- Finance and invoicing systems
- Project management tools
- Notification platforms (Slack, Teams, SMS services)
- Data lakes and BI tools
This enables seamless data flow and reduces errors.
Example:
When an attachment is uploaded to a ticket in More Service, it can automatically be copied to SharePoint or a document management system.
3. Build Real‑Time Dashboards and Reporting
Instead of periodically fetching data via API, Webhooks can push updates the moment something happens.
Example:
When a ticket changes, the update is sent to a data lake (Azure, AWS, GCP), which refreshes a Power BI or Looker dashboard in real time.
4. Notifications and Monitoring
Webhook events can trigger automated alerts, such as:
- Push notifications to a support group
- Slack/Teams alerts for new VIP tickets
- SMS alerts for critical incidents
- Automated emails via third‑party services
Example:
When a critical incident is flagged as a “Major Incident,” a message is immediately posted to a dedicated Teams channel.
5. Create or Update Data in Internal Workflows
For internal IT teams, Webhooks are powerful for DevOps and ITSM automation.
Examples:
- When a user requests access, a provisioning workflow can start automatically.
- When an incident targets a specific system, a monitoring tool can update its status automatically.
- When a ticket is created in More Service, a GitHub or Azure DevOps issue can be generated automatically.
6. Keep Systems in Sync
Webhooks help keep data synchronized across platforms:
- Customer records
- Project information
- Department and team assignments
- Incident statuses
Systems stay up‑to‑date without batch jobs or manual updates.
Example:
When an incident in More Service moves to “On Hold,” the status is automatically updated in an external project management system.
7. Automate Documentation and Logging
Webhooks improve documentation by automatically recording events.
Examples:
- Log all events to a secure database for audit trails
- Automatically generate change documentation
- Update history in an external ITSM archive
Conclusion – What’s the Value?
Webhooks provide:
- Real‑time integration
- Reduced manual work
- Fewer errors
- Higher data quality
- More efficient cross‑system processes
In short: Webhooks are a foundation for modern, data‑driven, and automated IT processes.
