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Proposal: Ability to Change Webhook Failure Notification Email

  • December 17, 2024
  • 2 replies
  • 20 views
N
Apprentice

Idea:
I propose adding a functionality to allow users to change the email address where webhook failure notifications are sent.

Reasoning:
Currently, webhook failure notifications are sent to the account holder's email by default. However, in many cases, the account holder is not actively involved in monitoring or managing technical issues. They often do not interact with our ticketing system, leaving webhook failures unnoticed or delayed in resolution.

Solution:
Introduce an option within the system settings

  1. Customize the notification email to a preferred address, such as a system administrator or IT team email.
  2. Ensure that these changes can be easily updated by authorized users.

Benefits:

  • Faster detection and resolution of webhook failures.
  • Ensures notifications reach the correct technical personnel.
  • Improves system reliability and customer satisfaction.

I believe this feature will add value for customers with dedicated technical teams managing integrations and reduce unnecessary involvement of non-technical account holders.

Best answer by mahendarsingh

Hi ​@Nicklas Lyngsoe 

Thank you for sharing your idea and reasoning. Currently, webhook failure notifications are sent to the account holder's email address by default, and this behavior cannot be altered. However, the proposed functionality of allowing users to customize the recipient email for webhook failure notifications would indeed be a useful feature. It can help ensure notifications are sent to the relevant technical personnel, improving detection and resolution times for webhook failures.

This suggestion aligns with requests for more control over notification recipients, and implementing an option in the system settings to customize these would add significant value for organizations with dedicated technical teams managing integrations. It will also help reduce unnecessary involvement of non-technical account holders and enhance overall system efficiency.

While this functionality isn’t available at the moment, this idea can be passed to the product team for consideration as a feature request.

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2 replies

Hostever
Community Debut
  • Hostever
  • Community Debut
  • 2 replies
  • December 25, 2024

It would be great to have the ability to customize the email address for webhook failure notifications. This feature could help ensure timely responses and better management. For hosting solutions, explore Hostever.

mahendarsingh
Community Manager
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  • mahendarsinghCommunity Manager
  • Community Manager
  • 117 replies
  • Answer
  • March 31, 2025

Hi ​@Nicklas Lyngsoe 

Thank you for sharing your idea and reasoning. Currently, webhook failure notifications are sent to the account holder's email address by default, and this behavior cannot be altered. However, the proposed functionality of allowing users to customize the recipient email for webhook failure notifications would indeed be a useful feature. It can help ensure notifications are sent to the relevant technical personnel, improving detection and resolution times for webhook failures.

This suggestion aligns with requests for more control over notification recipients, and implementing an option in the system settings to customize these would add significant value for organizations with dedicated technical teams managing integrations. It will also help reduce unnecessary involvement of non-technical account holders and enhance overall system efficiency.

While this functionality isn’t available at the moment, this idea can be passed to the product team for consideration as a feature request.

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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