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freescout-help-desk / freescout

FreeScout — Free self-hosted help desk & shared mailbox (Zendesk / Help Scout alternative)
https://freescout.net
GNU Affero General Public License v3.0
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convo.note.created does not fire immediately or a previous entry and this does not have to be a note #4223

Closed kwm365 closed 1 month ago

kwm365 commented 1 month ago

Hello Team,

When setting up Webhooks, we noticed that convo.note.created does not work in the same way as convo.created, for example. We have a webhook that always fires when a new ticket is created. This is then corrected in Mattermost and is displayed immediately.

But not in the notes (convo.note.created). We want every new note to be posted in a specific channel in Mattermost. But this does not happen or rather happens incorrectly.

So if I create a note, it is not fired via the webhook. If I create another note in the same ticket, the first note is fired with a time delay. However, new replies from customers are also fired via convo.note.created. So it is always the penultimate object in the ticket, regardless of whether it is a note or a customer response.

We believe that this is a bug.

2024-09-10_12-32-48

We use a Freescout Docker installation with the latest Freescout version and various modules!

freescout-help commented 1 month ago

We can't reproduce the issue. Make sure you are using the latest FreeScout and you don't have other webhooks configured to trigger the same Mattermost endpoint.

kwm365 commented 1 month ago

Hi, as I wrote, we always have the latest/most recent version of Freescout with all modules up to date. We have 3 webhooks, each with different endpoints. There are no errors listed in the logs of the webhooks.

freescout-help commented 1 month ago

Someone will need to check it on your server.

kwm365 commented 1 month ago

that should not be a problem. Who should I send what to? The interesting thing is that it works immediately and perfectly with convo.created.

freescout-help commented 1 month ago

Email at support@freescout.net

kwm365 commented 1 month ago

Hi team, we found out that pabbly (we go with the webhooks via pabbly because we can format the output of Freescout well there) and then write in Mattermost actually set the webhook for new tickets and new notes identically.

pabbly has named the webhook the same when cloning the first connect connection for some unknown reason. I have now created a new connection for the notes and now it works as it should. Many thanks and sorry for the effort. Learned something new again.

kwm365 commented 1 month ago

too early, it is still the case that when I write a new note, it is not the note itself that is fired, but the last element before the note. This can also be a reply from the customer.

kwm365 commented 1 month ago

so I will send you data an monday

freescout-help-desk commented 1 month ago

According to performed tests, it works fine.