Outbound Webhooks

The reverse direction of the REST API: instead of you calling Seredina, Seredina notifies you when something happens. Configured from Settings → Webhooks in the console.

Webhook kinds

There are three kinds, and the kind is fixed when the webhook is created — it can't be changed afterward (deleting and creating a new one is the same amount of work anyway):

Kind	For	Signature
generic	Your own receiver — an endpoint you wrote	Yes, HMAC-SHA256
slack	Posts directly to a Slack channel, via its "Incoming Webhooks"	No
teams	Posts directly to a Teams channel, via the "Workflows" app	No

Slack/Teams webhooks are deliberately "bring your own URL": you generate the webhook in your own workspace (Slack: Incoming Webhooks; Teams: the "Post to a channel when a webhook request is received" template in the Workflows app) and paste that URL into Seredina — there's no Slack/Teams app Seredina operates and no third-party approval process involved.

Available events

A generic webhook can subscribe to any combination of these five:

• ticket.created
• ticket.updated
• message.created
• sla.first_response_breached
• sla.resolution_breached

slack/teams webhooks are limited to a subset of three — ticket.created, sla.first_response_breached, sla.resolution_breached — because ticket.updated carries ids instead of readable text, and message.created could leak an internal note or a customer's own message into a possibly-public channel without you explicitly choosing that.

Signature (generic webhooks only)

Every delivery to a generic webhook includes the X-Seredina-Signature: sha256=<hmac> header, computed with the secret Seredina generated when the webhook was created (shown once, same as an API Key):

const crypto = require('crypto');

function verifySignature(rawBody, signatureHeader, secret) {
  const expected = 'sha256=' + crypto.createHmac('sha256', secret).update(rawBody).digest('hex');
  return crypto.timingSafeEqual(Buffer.from(signatureHeader), Buffer.from(expected));
}

slack/teams webhooks carry no signature — neither platform's incoming webhook has that concept, and the URL you generated in your own workspace is the only credential.

Payload

A generic webhook receives the full event:

{
  "event": "ticket.created",
  "occurredAt": "2026-09-21T14:32:00.000Z",
  "data": { "...": "..." }
}

A slack/teams webhook receives an already-formatted plain-text message, ready to post as-is:

{ "text": "🎫 New ticket #142: Printer jammed on 3rd floor" }

Retries

Every delivery runs through the job queue (BullMQ) with retry and backoff — a temporary outage on your endpoint doesn't lose the event. The last delivery's status (success/error and when) is visible directly in the webhook list in the console.

Creating one

curl -X POST https://your-instance.example.com/webhooks \
  -H "Authorization: Bearer <your agent session>" \
  -H "Content-Type: application/json" \
  -d '{
    "url": "https://your-server.example.com/seredina-webhook",
    "events": ["ticket.created", "sla.first_response_breached"],
    "kind": "generic"
  }'

kind is optional and defaults to generic. This call uses your own agent session (not an API Key) because it's tenant configuration, not a public endpoint — do it from the console instead of by hand unless you specifically need to automate it.