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Hello,

 

We designed Webhooks to call and update external applications from Freshdesk. If the API call fails for some reason, the feedback comes by mail after one hour (3 retries) or so.

Did anyone put in place a more efficient and reactive way to handle Webhook failures and can share about it? We are a bit concerned about having to wait one hour to be notified about the failure of the update.

Thank you

Hi @Sylvain Lebel 

Greetings for the day!


We have a Webhook retry mechanism hard-coded in the backend.

  • We will do a retry 5 minutes after the initial webhook failure.  (If it is because of an issue at the recipient's end.)
  • Subsequently, we retry 30 minutes later. 
  • To end with, we try again one hour (60 minutes) after the previous attempt.


For example, if the webhook call fails at 2 PM, we will try at 2:05, then 2:35 and then finally at 3:35 PM. If all the three re-attempts fail, the Webhook failure email containing the error details is triggered to the account admins. At the moment this is the behaviour, due to the retry mechanism the emails to the admins are triggered after an hour. 

 

Feel free to drop a note for any further help.

 

Cheers,

Kajal, Freshworks Community

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