Definition
Webhook
A webhook is an HTTP callback that sends real-time data from one system to another when a specific event occurs. In support, webhooks allow ecommerce platforms, CRMs, and payment systems to push event data — order shipped, payment failed, subscription canceled — to a support tool instantly, without the support tool needing to poll for updates.
How it works
Webhooks work by registering a destination URL with the sending system. When the event occurs (e.g., an order ships on Shopify), the platform sends an HTTP POST request to the registered URL with event data in the payload. The receiving system processes the payload and takes action — updating a ticket status, sending a proactive notification, or flagging a customer record.
For support integrations, webhooks are preferable to polling (periodically checking an API for updates) because they are real-time and don't consume API rate limits. A webhook from Shopify fires within seconds of an order status change; a polling-based integration might check every 15 minutes and miss the event window for proactive outreach.
Webhook security requires payload signature verification — each webhook payload includes a signature that the receiving system validates against a shared secret, confirming the event originated from the legitimate sender.
When you'll encounter it
Webhooks appear in integration setup documentation, API guides, and developer discussions. When setting up a Shopify, WooCommerce, or Stripe integration with a support tool, webhooks are typically configured automatically during the OAuth installation.
How SupportSyndicate handles this
SupportSyndicate registers webhooks with Shopify, WooCommerce, and Stripe during integration setup. Shopify order events (fulfilled, canceled, refunded) push to SupportSyndicate in real time, updating open ticket context and triggering proactive customer notifications when relevant.
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