Adding a BCC to Freshservice Reply Notifications Using Webhooks and API Calls

Freshservice provides powerful customization options through its API, but documentation on specific use cases like adding BCCs to reply notifications can sometimes be unclear. In this guide, we’ll explore a simple yet effective way to add a BCC email address to your Freshservice reply notifications by using webhooks and API calls. This solution allows you to easily BCC individuals or teams, improving notification workflows within your service desk.

Let’s dive into how it works, key configuration details, and important setup tips.

Why Add a BCC to Reply Notifications?

Adding a BCC email to reply notifications can be useful for several reasons:

• Ensuring that key stakeholders receive updates without cluttering the visible “To” field.

• Automatically copying certain team members on high-priority tickets.

• Providing a record of ticket notifications for audit purposes.

In this tutorial, we’ll set up a BCC for replies when a ticket’s priority is set to "High."

Solution Overview

In this solution, we use Freshservice’s webhook feature and API to add a BCC email address. The configuration includes setting up a webhook to trigger on specific conditions and structuring the payload to include a BCC address.

Check out the video walkthrough here: Watch on YouTube.

Step-by-Step Instructions

Step 1: Define the Trigger for the Webhook

To start, define when the webhook should trigger. In our example, we’re using a priority change to “High” as the trigger. This allows us to BCC specific contacts when certain urgency levels are met.

1. Go to Admin Settings > Workflows > Automations.

2. Set up an automation rule that triggers when a ticket’s priority is updated to “High.”

Step 2: Configure the Webhook and API Call

1. Set up the Webhook:

   • Configure the webhook to POST to the Freshservice API.

   • Use the following format in your API endpoint: https://your_freshservice_instance.com/api/v2/tickets/{{ticket.id}}/reply

2. Add Your Credentials:

   • Ensure your API credentials are base64 encoded and included in the headers as per Freshservice’s documentation.

3. Define the Payload:

   • The payload should include a message body, and the BCC field formatted as an array.

   • Example:

     json

     Copy code

     { "body": "Note: This ticket is now marked as High Priority.", "bcc_emails": ["example@domain.com"] }

   • Ensure the email address is enclosed in quotation marks and the array is correctly formatted with only a comma separating multiple addresses.

Step 3: Test and Troubleshoot

Test the webhook by changing a ticket’s priority to “High” to verify that:

• The reply notification is sent.

• The BCC recipient receives the email as expected.

• The payload structure follows the exact syntax required, as minor format issues can cause errors.

Key Considerations and Troubleshooting

• Credentials: Ensure credentials are properly encoded in base64.

• Syntax: Pay attention to the array formatting, quotation marks around emails, and trailing commas, as errors here can prevent the webhook from executing.

• BCC Limitations: Note that the BCC field only sends a hidden copy; recipients won’t appear in the visible recipient list.

Final Thoughts

With a bit of customization, Freshservice workflows can be extended to handle unique notification needs. Adding a BCC email address to reply notifications is a great example of how Freshservice’s webhook functionality can be tailored to fit specific business requirements.

For a full demonstration of the setup, check out our YouTube tutorial, where we walk through each step.

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Related Articles:

• Using Webhooks in Freshservice Automations

• Setting Up Custom Notifications in Freshservice