Integration (Webhooks & API)

Cases can be passed to external systems via webhooks and retrieved via API — for example, to connect an ERP, a ticketing system, or a data warehouse…

Clarifications can be passed to external systems via webhooks and retrieved via the API — for example, to connect an ERP, a ticketing system, or a data warehouse.

Webhooks

Clarification events trigger outgoing webhook notifications (as an HTTP call or, for email webhooks, as an email). Webhooks are configured in the standard webhook settings. The relevant clarification events are:

• Clarification created

• Clarification edited

• Clarification deleted

• Clarification escalated

• Clarification reopened (restarted)

• Clarification closed (resolved)

The payload contains the fields of the clarification (see API below). For a deleted event, the payload carries only the clarification's ID, since it no longer exists.

API

The API provides read access to clarifications (not responses/events/workflows). The fields include: clarification number, status, topic, customer, reporter/assignee, area/business unit/sales unit IDs, workflow and response template IDs, dates (created, due, escalated, resolved, last started, updated), escalation level/count/recipients, restart count and source, closing reason/source, the linked document, the assignee team IDs, and the reasons as comma-separated titles (required and optional reasons).

Tip: If a webhook or export seems to be "missing" a field that exists in the interface: responses and events are not provided individually — only the clarification is. The current reason is available via the accepted reason fields.

Context-Based Responsibilities (User Context Links)

If the User Context Links feature is enabled for your company, workflows can derive the reporter/assignee from a user context role (a contact per customer or per company code) instead of from a fixed user. This is especially useful with large customer bases where responsibilities vary by customer.