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Below are the most common and valuable use cases:

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1. Automate Workflows

Webhooks can immediately trigger actions in other systems whenever an event occurs in More Service, such as:

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Example:
When a customer ticket is marked “Resolved,” an external CRM can automatically update the customer’s history and start a customer satisfaction survey.

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2. Integrate More Service with External Systems

Webhooks can connect More Service to a wide range of solutions:

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Example:
When an attachment is uploaded to a ticket in More Service, it can automatically be copied to SharePoint or a document management system.

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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.

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4. Notifications and Monitoring

Webhook events can trigger automated alerts, such as:

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Example:
When a critical incident is flagged as a “Major Incident,” a message is immediately posted to a dedicated Teams channel.

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5. Create or Update Data in Internal Workflows

For internal IT teams, Webhooks are powerful for DevOps and ITSM automation.

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• 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.

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6. Keep Systems in Sync

Webhooks help keep data synchronized across platforms:

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Example:
When an incident in More Service moves to “On Hold,” the status is automatically updated in an external project management system.

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7. Automate Documentation and Logging

Webhooks improve documentation by automatically recording events.

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• Log all events to a secure database for audit trails
• Automatically generate change documentation
• Update history in an external ITSM archive

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Conclusion – What’s the Value?

Webhooks provide:

• Real‑time integration
• Reduced manual work
• Fewer errors
• Higher data quality
• More efficient cross‑system processes

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