Hi @Zach,
Solution 1:
If you’re looking to trigger the webhook upon ticket create after formatting the data in a particular format, this onTicketCreate product event in the serverless component of the app would be a right fit.
Solution 2:
If you’re looking for the same solution to run via Workflow Automator in Freshservice, it is possible to write a function in the app serverless component and make it a Custom Action that will get triggered in a workflow from the Workflow Automator.
However, it has two constraints:
- Custom Actions in Workflow Automator is still in beta. So, it can only be activated to the customers upon requesting access for it through Freshservice support (support@freshservice.com). Only the customers for whom it is activated will get the app working.
- The app get tied with a dependency on Workflow Automator configuration. So, if it’s a public app, every customer installs the app has to configure it.
Refer to this guide to build a custom action and use it in Workflow Automator.
We recommend using the 1st solution if it satisfies your requirement as it does not have a dependency on the workflow Automator.